1. Purpose
This policy explains UrbanBook's approach to chargebacks, payment disputes, suspicious activity, fraud prevention, account misuse, unauthorized transactions, and dishonest claims.
2. Chargebacks
A chargeback is a payment reversal or dispute raised through a payment provider, bank, card issuer, mobile money operator, or similar institution. Chargebacks may create costs, delays, evidence requirements, and account review.
Users should contact UrbanBook support first where possible, especially if the issue is a refund, duplicate charge, failed booking, incorrect order, or vendor complaint. Raising a chargeback while also seeking a platform refund may delay resolution.
3. Unauthorized Payments
Users must report suspected unauthorized account or payment activity immediately. UrbanBook may restrict the account, pause active transactions, request verification, review recent activity, and coordinate with payment partners.
Users are responsible for keeping account access, devices, SIM cards, payment details, and sign-in codes secure.
4. Fraudulent Conduct
UrbanBook does not allow:
- False payment screenshots or confirmations.
- Use of stolen payment methods.
- Refund claims for goods or services received.
- Chargebacks made after receiving a valid service.
- Fake accounts, fake bookings, or fake vendor activity.
- Collusion between customers, vendors, staff, or third parties.
- Repeated cancellation or refund patterns meant to obtain unfair benefit.
- Manipulation of promotions, vouchers, subscriptions, reviews, or payouts.
- Claims that hide important facts or use altered evidence.
5. Review and Holds
UrbanBook may review accounts, payments, refunds, payouts, listings, orders, bookings, messages, and support records where suspicious activity is detected or reported.
UrbanBook may hold or delay refunds, payouts, credits, account access, listing publication, or transaction completion during review.
UrbanBook is not required to disclose private fraud controls, review thresholds, or risk indicators.
6. Vendor Responsibilities
Vendors must cooperate with chargeback and fraud reviews by providing evidence such as fulfillment details, customer communications, delivery proof, check-in records, ticket scans, service notes, receipts, photos, rental records, or cancellation records.
Vendors may be responsible for chargeback amounts, fees, penalties, or lost funds where the vendor caused the issue, failed to provide evidence, breached policy, misled the customer, or fulfilled outside UrbanBook rules.
7. Customer Responsibilities
Customers must not raise false payment disputes. If a customer receives a refund from a bank or payment provider and also receives a refund or credit from UrbanBook, UrbanBook may recover the duplicate amount.
Customers must cooperate with requests for confirmation, identity checks, or evidence where needed to protect the account and resolve the issue.
8. Enforcement
UrbanBook may restrict payment methods, cancel transactions, reverse credits, recover amounts, hold payouts, suspend accounts, remove vendors, refer matters to authorities, or take legal action where fraud or payment abuse is suspected or confirmed.
9. No Guarantee
UrbanBook works to reduce fraud but cannot guarantee that every fraudulent act, unauthorized payment, or dishonest claim will be prevented. Users should remain alert and report suspicious activity promptly.