Chargeback & Dispute Policy
1. Overview
Aevum Encyclopedia is committed to transparent billing practices and resolving payment disputes fairly and efficiently. This page outlines our chargeback policy, dispute resolution procedures, and how we protect both subscribers and the integrity of our platform.
💡 Recommended: Before initiating a chargeback through your financial institution, please contact our billing support team. We resolve over 94% of payment disputes directly within 48 hours.
2. Chargeback Policy
A chargeback is a formal dispute filed with a card issuer or bank to reverse a transaction. While your right to dispute unauthorized or erroneous charges is protected, misuse of the chargeback process can result in account restrictions.
- Authorized Transactions: Subscriptions, API credits, and premium feature upgrades require explicit user confirmation via email or in-app verification.
- Unauthorized Access: If you suspect fraudulent use of your account or payment method, report it immediately. We will freeze the transaction and assist with reversal.
- Repeated Abuse: Accounts flagged for frivolous or repeated chargebacks may be suspended pending review, in compliance with payment processor guidelines.
⚠️ Important: Filing a chargeback for an active subscription without prior cancellation may result in immediate suspension of premium access. Please use our self-service cancellation tool or contact support first.
3. How to Resolve Issues Directly
We encourage direct resolution to avoid lengthy bank mediation processes. Follow these steps:
Verify Your Billing
Check your subscription status, invoice history, and renewal dates in your account dashboard.
Contact Billing Support
Reach out via email or live chat with your transaction ID, date, and a brief description of the issue.
Receive Resolution
We will issue refunds, apply credits, or adjust billing cycles within 1–3 business days upon verification.
4. Dispute Timeline & Status Tracking
If a chargeback is filed through your bank, the following process applies:
| Phase | Duration | Our Action | Account Status |
|---|---|---|---|
| Notification Received | 0–24 hrs | Internal review & evidence gathering | Under Review |
| Response Submission | 5–10 days | Submit transaction logs, receipts, and user agreements | Pending |
| Issuer Decision | 15–30 days | Await bank ruling & implement outcome | Restricted* |
| Closure | Upon ruling | Refund processed or account reinstated | Resolved |
*Premium features are temporarily suspended during active disputes to comply with payment gateway requirements. Access is restored immediately if the dispute is ruled in your favor.
5. Prevention & Best Practices
Help us avoid billing discrepancies by following these guidelines:
- Use a dedicated payment method for subscriptions to avoid accidental charges.
- Enable two-factor authentication to protect account access and billing settings.
- Review monthly invoices in your dashboard. Report discrepancies within 7 days of billing.
- Update payment details before expiration to prevent failed renewals or duplicate charges.
- Use the in-app cancellation tool to stop recurring billing at any time.
6. Frequently Asked Questions
Will filing a chargeback cancel my subscription?
How long does the chargeback process take?
Can I dispute a partial charge?
Will a chargeback affect my account standing?
7. Contact Our Dispute Resolution Team
We're here to help resolve billing concerns quickly and transparently. Reach out through any of the channels below:
Billing & Dispute Support
Available 24/7 for urgent payment issues. Response time: <4 hours for priority cases.