Terms of Service

About these terms

These terms explain the agreement between you and ChargeBack when you use this website or engage our services. Please read them carefully. If anything is unclear, contact us before proceeding — we would rather answer questions early than have a misunderstanding later.

By using the website or engaging our services you accept these terms. If you do not agree with them, please do not use the website or our services.

What ChargeBack provides

ChargeBack is an independent case-assessment and documentation service for people affected by fraud and scams. Our work is limited to the following:

• Case assessment: reviewing the information you provide and giving an honest view of what happened and which formal channels may be relevant.
• Evidence organisation: helping you arrange records, communications, and transaction details into a clear, usable file.
• Investigation and tracing reports: written documentation of publicly observable information, such as blockchain transaction flows, prepared for you to include in reports to your bank, the police, or a regulator.
• Dispute-preparation guidance: helping you prepare the documents and summaries needed to raise a dispute or complaint through the correct official channel.
• Complaint-preparation support: helping you structure complaints to banks, payment providers, or ombudsman services.
• Education and referrals: general information about fraud, disputes, and reporting routes, and pointers to the independent bodies responsible for them.

What ChargeBack does not do

It is important to be clear about the limits of our role. The following apply to every service we offer:

• ChargeBack is not a bank, cryptocurrency exchange, law firm, regulator, or law-enforcement agency.
• ChargeBack cannot guarantee the recovery of any funds.
• ChargeBack cannot reverse blockchain transactions.
• ChargeBack cannot freeze bank or exchange accounts.
• ChargeBack cannot issue court orders, seizure orders, warrants, or subpoenas.
• ChargeBack does not provide legal representation or regulated financial advice.
• Outcomes depend on the facts of each case and on decisions made by independent third parties.

No outcome guarantees

Decisions about refunds, chargebacks, account actions, investigations, and enforcement are made by independent third parties: banks, card issuers, payment providers, exchanges, ombudsman services, regulators, courts, and law-enforcement agencies. ChargeBack has no authority over these bodies and no ability to direct their decisions.

For that reason we do not promise, guarantee, or predict any outcome, including the recovery of any funds. Anything we say about your case is an assessment of the facts and the available channels, not a forecast of a result.

Fees

The initial case assessment is free. It carries no obligation to purchase anything.

Any paid work begins only after you have received and accepted a written agreement setting out the exact scope of the work and the fee. We do not start chargeable work without that agreement, and we do not add charges that were not agreed in writing.

We never ask for payment in cryptocurrency. If anyone claiming to represent ChargeBack asks you to pay in cryptocurrency, gift cards, or by transfer to a personal account, do not pay — it is not us, and you should report the approach to us and to your local police.

Cancellation and refunds

The initial consultation is free, so there is nothing to cancel or refund at that stage.

For paid work, you may cancel at any time before work begins and receive a full refund of anything paid in advance. If you cancel after work has begun, we refund any part of a prepaid fee that relates to work not yet carried out; you remain responsible for work already completed under the written agreement.

Where you are a consumer, any statutory right of withdrawal or 'cooling-off' period that applies in your jurisdiction is in addition to the above, and nothing here removes rights you have by law.

If you are unhappy with work delivered, tell us. Where we agree it fell short of the agreed scope, we will put it right or refund the affected portion.

Nothing in this section affects your statutory rights as a consumer.

Client responsibilities

Our work depends on the quality of the information you give us. When you engage our services you agree to the following:

• Provide information that is accurate and complete to the best of your knowledge, and correct anything you later discover to be wrong.
• Use our reports and documentation only for lawful purposes connected with your own case.
• Respond to reasonable requests for clarification or additional documents within a reasonable time, since delays can affect deadlines set by banks, card schemes, and ombudsman services.
• Not to submit information that belongs to another person without their authority.

Intellectual property

Reports and documentation we prepare for you are yours to use for the purposes of your case: you may share them with your bank, card issuer, the police, a regulator, an ombudsman, or your own legal adviser.

The templates, methods, and website content we use to produce that work remain the property of ChargeBack. You may not resell our reports, republish them commercially, or present them as the work of another provider.

Privacy

How we collect, use, and protect your personal data is described in our Privacy Policy, which forms part of the overall agreement between us. Please read it alongside these terms.

Liability

We carry out the work you engage us for with reasonable care and skill. We are responsible for foreseeable loss and damage caused by our failure to do so.

We are not responsible for the decisions of independent third parties — including banks, card schemes, payment providers, cryptocurrency exchanges, regulators, ombudsman services, courts, and law-enforcement agencies — over whom we have no control, and we do not guarantee any particular outcome. We are also not responsible for loss caused by inaccurate or incomplete information supplied to us, or by delay on your part where it affects a deadline set by a third party.

We are not liable for loss that was not foreseeable, for loss of profit, or for business losses where you use our services for any commercial purpose. To the extent permitted by law, our total liability to you for any claim connected with an engagement is limited to the fees you paid us for that engagement.

Nothing in these terms limits or excludes our liability where it would be unlawful to do so — including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be limited or excluded under applicable consumer law.

Termination

You may end an engagement at any time by telling us in writing. If you end an engagement after paid work has started, you remain responsible for fees covering work already completed under the written agreement, and we will deliver the work completed to that point.

We may end an engagement if you materially breach these terms, if we reasonably believe the information provided to us is false, or if continuing would require us to act unlawfully. If we end an engagement, we will explain why and return any documents you supplied.

Complaints

If you are unhappy with any aspect of our service, please tell us. You can contact our support team at support@charge-back.com. We will acknowledge your complaint, look into it, and respond with our findings.

Making a complaint to us does not limit any right you may have to raise the matter with a consumer-protection body or to seek independent legal advice.

Governing law

These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

If you are a consumer resident elsewhere, the mandatory consumer-protection rules of the country where you live still apply to you, and this clause does not deprive you of the protection those rules give you or of the right to bring proceedings in your local courts where the law allows.

Changes to these terms

We may update these terms from time to time, for example to reflect changes in our services or in the law. The effective date at the top of this page shows when the current version took effect.

If we make a material change while you have an active engagement with us, we will tell you before the change applies to that engagement. Continuing to use the website after a change takes effect means you accept the updated terms.