Chargeback Policy

A chargeback is a card-payment dispute raised with a card issuer. This policy explains how eDeskCloud handles chargebacks for its web, IT, security, design and related services. Chargebacks are administered by the acquiring bank, card issuer and relevant card scheme under their rules; those organisations make the final decision.

1. When a Payment Dispute May Be Appropriate

Depending on your issuer's rules, a dispute may be appropriate where:

• You did not authorise the transaction;
• You were charged more than once or for an incorrect amount;
• An agreed service was not delivered;
• The delivered service materially differed from the written description and we did not provide a reasonable remedy; or
• An approved refund was not received after the stated processing period.

2. Contacting eDeskCloud Before a Chargeback

Send the invoice or order number, transaction date, amount, reason for the dispute and your requested resolution through our contact page or to info@edeskcloud.com. If a refund has already been approved or initiated, please tell your card issuer so that the same transaction is not credited twice.

3. What Happens When We Receive a Chargeback

When our bank or payment processor notifies us of a dispute, we will:

• Review the transaction, service scope, communications and delivery records;
• Accept the chargeback or issue an appropriate refund where our review shows that the customer is entitled to it;
• Submit relevant supporting documents through our bank or processor where the transaction was authorised and the agreed service was supplied; and
• Cooperate with requests made under the applicable card-scheme process.

To avoid increasing an unresolved balance, we may pause undelivered work directly funded by the disputed payment while the dispute is being reviewed. We will not restrict access to unrelated services that have been paid for and are not part of the dispute.

4. Evidence We May Provide

Relevant evidence may include:

• The proposal, invoice, service agreement and accepted scope;
• Payment authorisation and transaction records supplied by our payment provider;
• Customer communications, approvals and change requests;
• Project logs, delivery emails, access records, files or milestone acceptance; and
• Our Refund Policy and the version of the terms accepted for the transaction.

We limit submissions to information reasonably necessary for the dispute and handle personal data in accordance with our Privacy Policy.

5. Resolution and Timeframes

Banks and card schemes control chargeback deadlines and may take several weeks or longer to reach a decision. We cannot guarantee or override their outcome. If the decision is in your favour, the issuer will apply the credit according to its process. If the decision is in our favour, any valid unpaid amount remains subject to the applicable invoice and service agreement. Further review or arbitration may be available under card-scheme rules and will be handled through the participating financial institutions.

6. Duplicate Recovery and Abuse

A customer may not retain both a merchant refund and a chargeback credit for the same amount. We may notify the payment provider of a duplicate credit and provide evidence to correct it. Knowingly disputing a transaction that was authorised and fully delivered may constitute chargeback abuse; we may contest such a claim with accurate records and pursue lawful recovery. Nothing in this section limits a genuine right to dispute fraud, an unauthorised payment or a service not supplied as agreed.

7. Related Policies

Please also read our Refund Policy, Terms of Service and Privacy Policy.

8. Contact Us

eDeskCloud, Rajanpur, Punjab, Pakistan
Email: info@edeskcloud.com
Online: Contact eDeskCloud