Chargeback Policy

1. Overview

A chargeback occurs when a cardholder disputes a transaction with their bank or card issuer, resulting in a reversal of funds. This policy outlines how Catica Connect (Pty) Ltd ("Catica Connect") handles chargebacks to protect both our business and our clients.

We encourage clients to contact us directly before initiating a chargeback with their financial institution, as we are committed to resolving any billing concerns promptly and fairly.

2. Contact Us First

If you notice an unfamiliar or incorrect charge on your statement, please contact us before filing a chargeback with your bank. In most cases, we can resolve the issue faster and more efficiently than the formal chargeback process:

• Email: [email protected]
• Phone: 012 012 5075
• Response Time: We aim to respond within 1 business day for billing enquiries.

Many billing concerns—such as duplicate charges, incorrect amounts, or unrecognised transactions—can be resolved with a simple refund or credit adjustment without the need for a chargeback.

3. Chargeback Process

If a chargeback is initiated against a transaction with Catica Connect, the following process applies:

• Notification: We will be notified of the chargeback by our payment processor (PayFast) and/or the relevant card network.
• Investigation: We will conduct a thorough investigation, reviewing transaction records, service delivery documentation, communication history, and any other relevant evidence.
• Response: We will submit our response and supporting documentation to the payment processor within the required timeframe.
• Resolution: The card issuer will make a final determination based on the evidence provided by both parties.

4. Legitimate Chargebacks

We acknowledge that chargebacks may be legitimate in certain circumstances, including:

• Unauthorised or fraudulent transactions on your account.
• Charges for services that were not delivered as agreed.
• Duplicate or incorrect billing amounts.
• Charges processed after a valid cancellation was confirmed.

In such cases, we will cooperate fully with the chargeback process and facilitate a resolution in the client's favour.

5. Disputed Chargebacks

We may dispute a chargeback if we believe it is unjustified, including situations where:

• The service was delivered as agreed and documented.
• The client has used or benefited from the service before filing the chargeback.
• The chargeback was filed outside the cooling-off period without prior contact with Catica Connect.
• The client has already received a refund or credit for the disputed amount.
• Sufficient evidence exists that the transaction was legitimate and authorised.

6. Consequences of Fraudulent Chargebacks

Filing a chargeback for services that have been legitimately provided and received constitutes fraud and may result in:

• Immediate suspension or termination of all services and account access.
• Collection of all outstanding amounts owed, including any chargeback processing fees incurred.
• Reporting to relevant credit bureaus and fraud prevention databases.
• Legal action to recover losses, including legal costs.

7. Chargeback Fees

Chargebacks incur administrative fees from payment processors and card networks. Where a chargeback is found to be unjustified or fraudulent, the client may be held liable for these fees in addition to the original transaction amount. These fees are determined by the payment processor and card network and are beyond Catica Connect's control.

8. Prevention Measures

To prevent unintentional chargebacks, we recommend clients:

• Review their statements carefully. Charges from Catica Connect will appear as "Catica Connect" or "CATICA" on your statement.
• Contact us directly at [email protected] for any billing questions before contacting their bank.
• Keep records of all service agreements, order confirmations, and communications.
• Ensure authorised users on shared accounts are aware of subscriptions and recurring charges.

9. Contact Information

For billing queries or to resolve a dispute before it escalates to a chargeback:

• Email: [email protected]
• Phone: 012 012 5075
• Address: 11 Tucana Estate, Cabernet Street, Wilgeheuwel, 1724, South Africa