Last updated: May 3, 2026
A dispute (also called a chargeback) occurs when a cardholder contacts their bank or card issuer to contest a charge. Banks may raise disputes for reasons including:
Disputes are managed through Stripe, our payment processor. We are required to respond to all disputes with evidence within the timeframe set by Stripe and the relevant card network.
Before initiating a dispute with your bank, we strongly encourage you to contact us directly. Most issues can be resolved faster through our support team than through a formal chargeback process.
DISPUTE – [Your order reference]If a dispute is filed through your bank, the following process applies:
Dispute Received
Stripe notifies us of the dispute. The disputed amount is temporarily held.
Evidence Collection
We gather evidence including payment records, audit logs, IP address, and any correspondence with you.
Response Submitted
We submit our evidence to Stripe and the card network within the required timeframe (typically 7–21 days).
Decision
The card network reviews the evidence and issues a final ruling. This process can take 30–90 days.
Outcome
If the dispute is ruled in your favour, the amount is refunded to you. If in our favour, the hold is released.
In responding to a dispute, we may provide the card network with the following evidence collected at the time of your transaction:
This evidence is collected and retained in accordance with our Terms & Conditions and applicable data protection laws.
Filing a chargeback for a legitimate transaction you authorised — known as "friendly fraud" — may result in:
If you are unhappy with a purchase, you can request a refund directly from us within 30 days without needing to file a chargeback. See our Payment Policy for full details. This is typically faster and does not impact your card account.
For all dispute-related enquiries, contact us at hello@unotravel.example.com. Please include your payment reference number in all correspondence.