Dispute & Chargeback Policy
This policy explains how ChaiLink (Pvt) Ltd handles payment disputes, chargebacks, and evidence requirements aligned with PayFast (APPS) merchant obligations and card-scheme rules. ChaiLink is the first point of contact for supporter disputes.
Table of contents
1. Dispute Resolution Process
1.1 Step 1 — Contact ChaiLink: Email support@chailink.co or call +92-300-2612-932 during Monday–Friday, 10:00 AM – 6:00 PM PKT (UTC+5) within fourteen (14) days of the transaction. Include transaction reference, amount (PKR), Creator username, and description.
1.2 Step 2 — Investigation: We acknowledge within twenty-four (24) hours and investigate within five (5) business days.
1.3 Step 3 — Resolution: We issue refunds, explanations, or corrective action as appropriate.
1.4 Step 4 — Escalation: If unresolved, contact PayFast at complaints@gopayfast.com or +92 21 37132793 regarding the payment rail. Cardholders may also dispute through their issuing bank.
2. Chargebacks
2.1 A chargeback is a reversal initiated by the cardholder's bank through card networks (Visa, Mastercard, PayPak, UnionPay).
2.2 ChaiLink will provide evidence to acquiring partners including: transaction timestamp, amount, Creator profile, supporter message (if any), IP/device metadata, and delivery confirmation of digital service (Vault credit).
2.3 Per PayFast merchant terms, failure to provide sufficient evidence may result in chargeback liability accepted by ChaiLink and debited from Creator Vault or future settlements.
2.4 Invalid or friendly fraud chargebacks may result in account restrictions for involved parties.
3. Timelines
3.1 Supporter disputes: fourteen (14) days from transaction date for initial contact.
3.2 Chargeback representment windows follow card-scheme rules (typically seven (7) to forty-five (45) days from notice).
3.3 Settlement discrepancies with PayFast: object within three (3) business days of settlement date per APPS merchant agreement.
4. Fraud and Unauthorized Transactions
4.1 Report unauthorized transactions immediately to your bank/wallet and to ChaiLink.
4.2 ChaiLink cooperates with PayFast fraud teams and may suspend accounts pending investigation.
4.3 PayFast is not liable for fraudulent or unauthorized transactions where merchant security obligations were met — liability allocation follows network rules and investigation outcomes.
5. Creator Responsibilities
5.1 Creators must not solicit fraudulent or misleading Contributions.
5.2 Chargebacks and dispute losses may be debited from Creator Vault balances.
5.3 Creators must honor explicit deliverable promises or risk refunds and account action.