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Chargeback & Payment Dispute Policy

Effective Date: 2026

Last Updated: 2026

This Chargeback & Payment Dispute Policy explains how chargebacks, payment disputes, payment reversals, unauthorised payment claims, bank disputes, card issuer disputes, payment-provider disputes, refund disputes, creator earning reversals, wallet balance adjustments, and related payment actions may work on Playflick.com, operated by Playflick™ Media .ltd.

This policy should be read together with our Terms of Service, Payments & Billing Terms, Payment Methods & Failed Payments Policy, Refund Policy, Account Balance & Ledger Policy, Wallet & Credits Terms, Paid Content Terms, Subscriptions Terms, Creator Payout Policy, Creator Revenue Share Policy, Invoice, Receipt & Tax Document Policy, and Account Suspension & Termination Policy.

1. Who We Are

Operator: Playflick™ Media .ltd

Website: https://playflick.com

Business Address:
41 Norman Avenue
London
N22 5ES
United Kingdom

Billing Support Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

2. Purpose of This Policy

Chargebacks and payment disputes can affect users, creators, advertisers, sellers, payment providers, and Playflick’s ability to provide paid services safely.

This policy explains:

  • What chargebacks and payment disputes are
  • How disputed payments may affect access to paid features
  • How creator earnings and balances may be adjusted
  • How Playflick may respond to payment-provider disputes
  • What information may be reviewed or submitted
  • How chargeback abuse may be handled

3. What Is a Chargeback?

A chargeback is a payment reversal or dispute process started through a bank, card issuer, payment provider, app store, wallet provider, or other financial service provider.

Chargebacks may be raised for reasons such as:

  • Unauthorised payment claim
  • Fraud claim
  • Duplicate charge claim
  • Service not received claim
  • Product not as described claim
  • Subscription cancellation dispute
  • Refund not received claim
  • Technical access issue
  • Billing error claim

4. Contact Playflick Before Filing a Dispute Where Possible

If you have a billing issue, access issue, duplicate charge, refund question, subscription issue, wallet issue, or paid content problem, you should contact Playflick first where possible.

Many issues may be resolved faster through Playflick support than through a bank or payment-provider dispute.

Contact:

Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

5. Disputed Payments May Affect Access

If a payment is disputed, reversed, charged back, refunded, or treated as unauthorised, Playflick may remove, suspend, or restrict access to the product, service, subscription, membership, wallet credit, paid content, advertising campaign, or creator service connected to that payment.

Access may be affected for:

  • Paid videos
  • Rentals
  • Subscriptions
  • Memberships
  • Wallet credits
  • Gift card balances
  • Supporter payments
  • Creator marketplace services
  • Digital downloads
  • Advertising campaigns

6. Account Review After Chargebacks

Playflick may review accounts connected to chargebacks, repeated payment disputes, unauthorised payment claims, refund abuse, suspicious payment activity, or payment-provider warnings.

Account review may consider:

  • Payment history
  • Refund history
  • Chargeback history
  • Account login activity
  • Device and browser signals
  • Purchase history
  • Wallet activity
  • Subscription activity
  • Creator payout activity
  • Fraud or abuse reports

7. Creator Earnings and Chargebacks

If a payment connected to creator earnings is charged back, reversed, refunded, or found to be fraudulent, Playflick may adjust creator earnings.

Adjustments may include:

  • Reducing pending creator balance
  • Reducing available creator balance
  • Reversing previously credited earnings
  • Offsetting against future creator payouts
  • Creating or increasing a negative balance
  • Withholding payouts during review
  • Recovering overpaid amounts where permitted

8. Wallet and Credit Adjustments

If a wallet top-up, gift card purchase, credit purchase, or promotional-credit transaction is disputed or reversed, Playflick may adjust the relevant balance.

Adjustments may include:

  • Removing wallet credit
  • Removing promotional credit
  • Reducing account balance
  • Restricting wallet use
  • Creating a negative balance
  • Restricting future top-ups
  • Restricting payment methods

9. Advertising Chargebacks

If an advertiser disputes or reverses a payment, Playflick may pause, stop, restrict, or review advertising activity.

Advertising chargebacks may affect:

  • Campaign delivery
  • Ad account balance
  • Ad credits
  • Invoices
  • Future campaign approval
  • Advertiser eligibility
  • Business account status

10. Marketplace, Storefront, and Digital Download Disputes

Payment disputes may affect creator marketplace services, storefront purchases, merchandise links, digital downloads, creator services, event access, or other commerce features where available.

Playflick may review marketplace or storefront disputes where Playflick payment tools are involved, but purchases made through external stores or off-platform payment methods may be outside Playflick’s control.

11. Evidence Review

Playflick may review and submit relevant information to payment providers, banks, card networks, app stores, fraud processors, or dispute systems where needed to respond to payment disputes.

Relevant information may include:

  • Transaction records
  • Account records
  • Order records
  • Delivery or access records
  • Login and device signals
  • Billing information
  • Subscription records
  • Refund records
  • Support communications
  • Proof of digital access or delivery

12. Dispute Outcomes

Payment disputes may be decided by banks, card issuers, payment providers, app stores, card networks, or other financial service providers.

Possible outcomes may include:

  • The payment is upheld
  • The payment is reversed
  • A refund is issued
  • A temporary credit is made permanent
  • A temporary credit is reversed
  • Additional evidence is requested
  • The dispute is closed without change

Playflick may not control the final decision made by a bank, card issuer, or payment provider.

13. Duplicate Disputes and Refund Requests

Users should not seek duplicate recovery for the same transaction through both Playflick support and a bank or payment-provider dispute unless necessary.

If a refund and chargeback both occur for the same transaction, Playflick may correct the balance, reverse duplicate credits, or request repayment where permitted.

14. Chargeback Fees

Payment providers, banks, card networks, or app stores may charge fees connected to chargebacks or payment disputes.

Where permitted, Playflick may account for chargeback fees, dispute fees, payment-provider fees, or related costs when adjusting creator balances, advertiser balances, seller balances, or account records.

15. Negative Balances

Chargebacks, reversals, refunds, or corrections may create a negative balance.

A negative balance may occur where:

  • Creator earnings were already credited
  • A payout was already issued
  • Wallet credit was already spent
  • Advertising credit was already used
  • Marketplace funds were already released
  • A duplicate refund or credit occurred
  • A payment was later found to be unauthorised or fraudulent

Playflick may offset negative balances against future credits, earnings, payouts, refunds, or other amounts where permitted.

16. Chargeback Abuse

Chargeback abuse is prohibited.

Chargeback abuse may include:

  • Disputing payments after receiving and using paid content
  • Repeatedly buying and disputing purchases
  • Using chargebacks to avoid subscription charges after use
  • Claiming unauthorised payment falsely
  • Using chargebacks to obtain free digital downloads
  • Using multiple payment methods to avoid restrictions
  • Coordinating payment disputes to harm creators or advertisers
  • Filing false disputes after receiving refunds or credits

17. Account Restrictions for Payment Abuse

Playflick may restrict, suspend, or terminate accounts involved in repeated chargebacks, chargeback abuse, fraud, unauthorised payment claims, payment manipulation, or suspicious dispute activity.

Restrictions may include:

  • Blocking purchases
  • Blocking wallet top-ups
  • Restricting payment methods
  • Restricting subscriptions
  • Restricting paid content access
  • Restricting creator payouts
  • Restricting advertising tools
  • Suspending or terminating accounts

18. Unauthorised Payment Claims

If you believe your payment method was used without permission, contact Playflick and your payment provider promptly.

Playflick may review account activity, login records, device signals, purchase records, and support history to assess the issue.

If account compromise is suspected, you should also change your password and secure your email account.

19. Subscription Disputes

Subscription disputes may involve renewal charges, cancellation claims, failed cancellation attempts, billing misunderstandings, access issues, or repeated failed payments.

Users should review subscription renewal terms, cancellation controls, receipt emails, and billing history before filing a dispute.

If a subscription charge is reversed, subscription access may be removed or restricted.

20. Paid Content Disputes

Paid content disputes may involve rentals, premium videos, subscriber-only content, digital downloads, or other paid access.

Playflick may consider:

  • Whether access was granted
  • Whether the content was viewed or downloaded
  • Whether the description was accurate
  • Whether technical issues prevented access
  • Whether a refund was already issued
  • Whether the payment was unauthorised

21. Refunds Compared With Chargebacks

Refunds are usually handled through Playflick support or payment systems according to Playflick’s refund rules.

Chargebacks are usually handled through a bank, card issuer, payment provider, or app store.

A chargeback may take longer, may require evidence review, may affect account access, and may create additional payment-provider fees or restrictions.

22. Information to Include When Contacting Playflick

If you contact Playflick about a chargeback or payment dispute, include:

  • Your account email
  • The transaction date
  • The amount and currency
  • The product, subscription, wallet top-up, ad campaign, or service involved
  • The transaction, receipt, invoice, payout, or order reference if available
  • Whether you already contacted your bank or payment provider
  • A clear explanation of the issue

Do not send passwords, full payment card numbers, bank passwords, or login codes.

23. Privacy and Data Retention

Playflick may process and retain chargeback records, payment dispute records, transaction records, evidence files, refund records, wallet records, payout records, fraud signals, account records, support communications, appeal records, and enforcement records.

These records may be retained for billing, tax, accounting, fraud prevention, payment disputes, legal compliance, audits, support, moderation, appeals, and platform integrity.

More information is available in our Privacy Policy, Data Retention Policy, and Evidence Preservation Policy.

24. Enforcement

Playflick may take action where chargebacks, payment disputes, reversals, or payment systems are misused.

Enforcement may include:

  • Removing access to disputed purchases
  • Restricting subscriptions or paid content
  • Restricting wallet use
  • Restricting payment methods
  • Adjusting account balances
  • Withholding or reversing creator earnings
  • Restricting payouts
  • Restricting advertising tools
  • Suspending or terminating accounts
  • Preserving records for fraud, legal, payment, safety, or moderation reasons

25. Appeals

If your account, balance, payout, wallet, payment method, subscription, or paid access was restricted because of a chargeback or payment dispute and you believe Playflick made a mistake, you may request a review under our Appeals Policy where available.

Contact:

Email: hello@playflick.com

Please include:

  • Your account email
  • The payment dispute or chargeback involved
  • The transaction date and amount
  • The decision you are appealing
  • Why you believe the decision was incorrect
  • Any receipts, screenshots, bank records, or payment-provider records where helpful

26. Changes to This Policy

We may update this Chargeback & Payment Dispute Policy from time to time.

Changes may reflect new payment-provider rules, chargeback processes, refund systems, wallet features, creator payout tools, advertiser billing tools, fraud controls, legal requirements, or platform updates.

Your continued use of Playflick payment features after changes become effective means you agree to the updated policy.

27. Contact Us

For chargeback questions, payment dispute issues, unauthorised payment reports, balance adjustments, creator earning reversals, appeal requests, or policy enquiries, contact:

Playflick™ Media .ltd
41 Norman Avenue
London
N22 5ES
United Kingdom

Billing Support Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us
Website: https://playflick.com

28. Footer Notice

© 2026 Playflick™ Media .ltd. All rights reserved.
Playflick™ is a trademark of Playflick™ Media .ltd.