If you'd like to cancel your order and request a refund, you can dispute the charge directly with your bank or card issuer. This process is often called a "chargeback." Here's how:
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Locate the transaction.
Log into your online banking or credit card app and find the charge from us on your statement. Note the date, amount, and any transaction/reference number.
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Contact your bank or card issuer.
Call the customer service number on the back of your card, or use the "dispute a transaction" feature in your banking app if available.
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Explain the situation.
Let them know you'd like to dispute the charge because: - The merchant is unable to issue a refund directly due to a payment processing issue.
- You no longer wish to proceed with the order and are requesting a refund via chargeback.
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Provide supporting details, if asked.
Some banks may ask for:
- The order confirmation or receipt
- The reason for the dispute (e.g., "services/goods not yet received" or "merchant unable to process refund")
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Follow your bank's timeline.
Most banks allow disputes to be filed within 60–120 days of the transaction date, though this varies by bank and card network (Visa, Mastercard, etc.). Ask your bank about their specific deadline.
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Wait for resolution.
Your bank will investigate and typically issue a provisional credit while the dispute is reviewed. This can take anywhere from a few days to a a week, depending on your bank.
Note: Dispute processes and timelines vary by bank, card network, and country, so customers should confirm specific steps and deadlines directly with their bank.