Unauthorized Charge Information
We take unauthorized charges seriously and are committed to resolving them quickly
If you see a charge on your statement that you don't recognize or didn't authorize, we'll investigate immediately and work to resolve the issue. Our team will review all transaction details and provide a full refund if the charge is determined to be unauthorized.
Charge Investigation Process
How we investigate and resolve unauthorized charge reports
Initial Processing
We receive your dispute and begin our initial review within 24 hours. Our team will verify the transaction details and check for any technical issues or processing errors.
Under Review
Our fraud investigation team conducts a thorough review of the transaction, including IP addresses, device information, and payment verification. We may contact you for additional information during this phase.
Resolved
Once our investigation is complete, we'll notify you of the outcome. If the charge is determined to be unauthorized, we'll process a full refund immediately and take steps to prevent future occurrences.
Resolution Timeline Expectations
Expected timeframes for different types of unauthorized charge disputes
Credit Card Disputes
Most credit card disputes are resolved within 14 business days. Your card issuer may provide temporary credit while the investigation is ongoing.
Debit Card Disputes
Debit card disputes are typically resolved within 14 business days. Banks have different policies for provisional credits during investigations.
Fraud Cases
Cases involving suspected fraud may require additional investigation time, typically up to 14 business days, but are prioritized for faster resolution.
Important Note
All dispute resolutions are completed within 14 business days. We'll keep you updated throughout the process and work to resolve your dispute as quickly as possible.