Chargebacks and Dispute Resolution Policy

1. Purpose of Policy

1.1 This policy outlines how ZakaHealth manages payment disputes and chargebacks to ensure fairness, transparency, and payment gateway compliance.

2. Customer Support and Resolution

2.1 Customers are encouraged to contact ZakaHealth directly to resolve any issues related to orders, payments, or products before initiating a chargeback.

2.2 ZakaHealth will make reasonable efforts to resolve disputes promptly and fairly through direct communication.

3. Valid Grounds for Disputes

3.1 Chargebacks may be considered where:

- Payment was processed in error

- The order was not delivered

- An unauthorised transaction is suspected

3.2 Disputes based on change of mind, dissatisfaction with results, or misuse of products do not qualify as valid chargeback grounds.

4. Chargeback Investigation

4.1 All chargebacks are reviewed and investigated by ZakaHealth.

4.2 ZakaHealth may request supporting documentation from the customer, including proof of identity or transaction details.

4.3 Transaction records, order confirmations, delivery confirmations, and communication logs may be submitted to the payment processor as part of the investigation.

5. Resolution Process

5.1 Where a chargeback is found to be valid, ZakaHealth will process a refund in accordance with its Refund & Returns Policy.

5.2 Where a chargeback is found to be unjustified, ZakaHealth reserves the right to dispute the chargeback with the payment provider.

6. Fraud Prevention

6.1 ZakaHealth employs secure payment gateways, transaction monitoring, and fraud prevention measures to protect customers and the business.

6.2 Transactions suspected of fraudulent activity may be cancelled or suspended without notice.

7. Abuse of Chargeback System

7.1 Repeated, unjustified, or fraudulent chargebacks may result in:

- Suspension of customer accounts

- Refusal of future transactions

- Reporting to payment service providers where necessary

8. Payment Provider Cooperation

8.1 ZakaHealth cooperates fully with payment gateways during dispute and chargeback investigations.

8.2 Decisions by payment providers may be final and binding.

9. Policy Enforcement

9.1 This policy is enforced to protect customers, maintain fair trading practices, and ensure payment gateway compliance.

10. Contact

10.1 For payment disputes or chargeback enquiries, customers may contact ZakaHealth using the official contact details provided on the website.