Payment Dispute Policy

Updated:  1st January 2025

Dispute Policy

In this document, “SiteHUB” refers to us, and the “client” refers to the disputing party.

Scope of the Policy

This policy applies to Paypal, Stripe, Flutterwave and any other payment gateway that handles disputes and chargebacks.

Dispute Resolution Approach

Should the client feel the need to open a dispute or chargeback, please consider this as the very last course of action if no amicable resolution can be reached with us.

We encourage open dialogue and provide multiple communication channels to resolve any issues. If a client feels our service is inadequate, a specific need has not been met, or prefers to pursue a chargeback without reaching out to us first, we will independently contact the client to understand the issue and find a satisfactory solution for both parties.

Early Stage of Dispute

In the early stages of a dispute, SiteHUB will endeavor to keep all communication channels open and independently reach out to the client to seek an amicable resolution. During this period, if a resolution cannot be met through our channels, we will inform the client of the consequences of such actions as it affects our credibility with our payment gateway providers.

Proceeding to Chargeback

If a dispute proceeds to a chargeback, SiteHUB will be forced to gather the available evidence and present it to the payment gateway representatives, along with our terms and relevant policies such as this one.

In such cases:

• Client accounts will be immediately disabled.
• All services will be immediately suspended.
• Direct communication will cease via all channels (although clients will not be removed from these channels).

Post-Dispute Access and Account Termination

Upon conclusion of the dispute, clients will have access to their accounts for 7 days to retrieve their data and make any necessary backups or transfers. After the 7-day period, the client will be asked to leave SiteHUBs service with a lifetime ban from reordering further services.

If it is found that a client has purchased more services after an active chargeback, the client agrees to forfeit any charges for current services with immediate termination and archiving of subsequent accounts.