Chargeback Policy

A chargeback is a payment reversal initiated through your card issuer or payment provider, rather than directly with HoloSolve. This policy explains how we handle disputes, and why contacting us first is almost always faster than filing a chargeback.

1. Contact us before disputing a charge

Most billing issues — an unrecognized charge, a duplicate payment, a disagreement over delivered work — can be resolved directly and faster than a bank's dispute process allows. Before contacting your bank or card issuer, please reach out through our contact form with your invoice reference and a description of the issue. We aim to respond within 2 business days.

2. When a refund applies instead

If your concern is about project scope, delivery, or cancellation, it's handled under our Refund Policy rather than as a chargeback. Refund requests are typically resolved faster and without involving your bank.

3. If a chargeback is filed

If a chargeback is filed with your card issuer or payment provider, we respond with the documentation on file for the transaction — this may include the signed proposal or Statement of Work, written milestone approvals, delivery records, and prior correspondence regarding the charge. This is standard practice for any chargeback dispute and does not affect our willingness to resolve the underlying issue directly with you in parallel.

4. Invalid or fraudulent chargebacks

Filing a chargeback for a legitimate, delivered service — without first attempting to resolve the issue with us — is treated as chargeback abuse. We reserve the right to contest such disputes with the payment provider, pause or terminate ongoing work and retainer services, and decline future engagements with the account involved.

5. Resolution timeline

We aim to resolve billing disputes raised directly with us within 5 business days. Chargebacks filed through a bank or payment provider follow that provider's own timeline, which is typically longer and outside our control once submitted.