Refund and Chargeback Rules
These rules explain when a charge for the Mongeza subscription is returned, how to ask for it, and what happens if a chargeback is raised with the bank instead.
1. What these rules cover
1.1.
These rules apply to the subscription fee charged by CPA MEDIA DOO for the Service under the User Agreement, and to the card verification charge.
1.2.
They do not apply to money paid to a Partner under a loan agreement. A claim about that is addressed to the Partner that received it.
1.3.
A refund is made to the same card the payment was taken from, because that is the only route the payment provider permits.
1.4.
Asking for a refund is free and requires no paper document, no visit in person and no notarised signature.
2. When a refund can be asked for
2.1.
A request is made within 14 days from the date the charge appears on the card.
2.2.
Where the fee for one period was taken in parts, the 14 days run from the date of the last part.
2.3.
A request made later is examined only where it relies on a duplicate charge or on a charge made after cancellation.
2.4.
The fee was charged after the subscription had been cancelled through cancel your subscription or by email to info@mongeza.com.
2.5.
The same period was charged for more than once, or the aggregate charged for one period exceeded 35 AED.
2.6.
The Service was not provided during the period paid for: no matching was carried out and no result was made available in the user account.
2.7.
A technical failure of the site prevented the User from using the Service for the greater part of the period paid for.
2.8.
The charge was made without the cardholder’s authority, the User says so, and the payment provider’s check supports it.
2.9.
The verification charge of 1 AED was not returned to the card within 14 days of the card being linked.
3. What the request must contain
3.1.
The request is sent to info@mongeza.com from the email address given at registration, or through the support form on the site.
3.2.
It gives the first and last name of the User as entered on the site, together with the email address and mobile number the request was registered with.
3.3.
It gives the date and the amount of the charge, and the last digits of the card as they appear in the bank statement.
3.4.
It states which of the grounds above is relied on, in the User’s own words.
3.5.
It attaches the statement extract or the bank notification, where the User has one.
4. How the request is reviewed
4.1.
The Operator confirms receipt of the request by email.
4.2.
The request is examined within 10 days of receipt.
4.3.
If information listed above is missing, the Operator asks for it once, and the 10 days start again from the day the answer arrives.
4.4.
The decision is sent to the email address the request came from and states the reasons on which it rests.
4.5.
Where the request is granted, the Operator instructs the return on the day of the decision. The money reaches the card within the time the issuing bank needs, which the Operator does not control.
4.6.
A refund is made in the amount that was charged. The Operator withholds no penalty, no handling charge and no part of the amount returned.
5. The only grounds for refusing a refund
5.1.
The Operator may refuse only on the grounds listed in this section, and its decision states which one applies. A refusal without reasons, or on a ground not listed here, is not permitted.
5.2.
The request was made after 14 days and does not rely on a duplicate charge or on a charge made after cancellation.
5.3.
The Service was provided during the period paid for: the request was matched and the result was made available in the user account. Dissatisfaction with how many Partners responded, or with a Partner’s refusal to lend, is not a ground, because the Service does not include the granting of a loan.
5.4.
The charge referred to was not made by the Operator, or was made to a different card or by a different person.
5.5.
The same charge has already been refunded, or has already been reversed through a chargeback.
5.6.
The request lacks the information listed above and the User did not supply it after being asked.
6. Chargebacks
6.1.
A User may ask the issuing bank to reverse a charge instead of writing to the Operator, although writing first is usually the faster route.
6.2.
When the Operator is notified of a chargeback, it supplies the payment provider with the record of acceptance of the User Agreement, the record of the charge and the correspondence with the User.
6.3.
The Operator does not treat a chargeback as a breach by the User and imposes no fee, penalty or interest because one has been raised.
6.4.
The subscription is cancelled when a chargeback is raised, so that nothing further is charged while the dispute is examined.
6.5.
Where the same charge is both refunded by the Operator and reversed by the bank, the User returns the duplicated amount. The Operator asks for it in writing to the registered email address.
Operator details
- Legal name
- CPA MEDIA DOO
- Jurisdiction
- Republic of Serbia
- Registration number
- 21838381
- Tax number
- 113282629
- Registered address
- Dubljanska 5a, Beograd, Serbia
- Director
- Rostislav Ringer
- Bank
- Raiffeisen banka a.d. Beograd
- IBAN
- RS35265100000069362811
- SWIFT
- RZBSRSBG
- info@mongeza.com