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

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