Chargeback Policy

Scope and important distinctions

This policy addresses disputes involving a TuriPay card, an external card used to fund a TuriPay transaction, and related payment errors. Turi Ventures LLC facilitates intake and coordination within its role; the applicable issuer, account provider, acquirer, or network determines responsibilities for its product. A merchant refund, card-network chargeback, and statutory error-resolution claim are different processes. A blockchain transfer does not acquire a card chargeback right merely because it is shown in the app.

Report a problem promptly

Use official in-app support or email support@turipay.com with the subject “Transaction dispute.” Include your account reference, transaction date, amount, currency, merchant or recipient, transaction reference, and the reason for the dispute. Explain whether the transaction was unauthorized, duplicated, incorrect, not delivered, or refunded by the merchant. Do not send a full card number, security code, password, verification code, or identity document by email.

Unauthorized activity and urgent protection

For suspected theft or account takeover, report immediately and freeze the affected card where supported. Secure your account and device. Contacting a merchant or making a police report must not be made a precondition to receiving a statutory unauthorized-transfer investigation where applicable law does not require it. Reporting an error must not depend on using a particular complaint label or providing a particular document when the law permits notice in another form.

Merchandise and service disputes

For a purchase you authorized but did not receive, a duplicate charge, a canceled recurring payment, or another merchant issue, retain receipts, delivery information, cancellation records, and correspondence. Seeking a merchant resolution can be useful where appropriate, but must not delay a time-sensitive issuer claim. A pending authorization may need different handling from a posted transaction; reporting must still be accepted and the distinction explained.

Deadlines and applicable customer rights

Report as soon as possible. Network deadlines vary by transaction type, reason, and relevant date; there is no single 120-day deadline for every dispute. Product disclosures and mandatory law determine the applicable notice, investigation, and response periods. The company’s internal handling targets do not replace those periods.

For a U.S. consumer account covered by Regulation E, error-resolution rights may apply independently of network chargeback rules. The responsible institution must apply the relevant notice and investigation rules, any required provisional credit, and the appropriate prepaid-account provisions where applicable. Remittance-transfer errors may follow separate rules. No statement here shortens a statutory deadline or requires waiver of a nonwaivable right.

Review and communication

A dispute must be recorded, routed to the responsible party, and supported by relevant evidence. The customer should receive a reference and understandable next steps, including any lawful request for additional information. Investigators must consider the facts rather than automatically denying an unauthorized claim because credentials or a device were used. Relevant issuer notices, investigation results, and available review options must be communicated as required.

Provisional credits, outcomes, and duplicate recovery

A temporary credit is not necessarily a final decision and may be adjusted only consistently with applicable law and product terms. The outcome may include a merchant refund, reversal, final credit, continued investigation, or a reasoned decline. Recovery is not guaranteed by the company. A customer must disclose another refund or reimbursement for the same loss so that duplicate credits can be reconciled lawfully. Adjustments must be traceable and explained.

External funding-card disputes and charges

If a card issued by another institution funded a TuriPay purchase, that institution handles its cardholder’s dispute rights. TuriPay must cooperate lawfully with the relevant provider and preserve evidence. The company must not describe every external chargeback as fraud, automatically forfeit unrelated money, or penalize a good-faith statutory claim. Any disclosed dispute-related fee requires a lawful basis and applicable product terms; this policy creates no new fee.

Escalation, records, and review

Customers may request reconsideration through the Complaints Policy and may contact the responsible issuer or an applicable authority directly. Dispute evidence and outcomes must be retained under the applicable legal and provider requirements with restricted access. Management must review patterns of customer harm, fraud, provider delays, and repeat merchant issues, and update this policy at least annually.