Please read this Chargeback/Dispute Policy ("Policy") carefully. This
Policy outlines the process and expectations for handling chargebacks
and disputes associated with transactions processed through the
Mizormor app and our payment provider. By using our platform, you
agree to comply with this Policy.
At Mizormor, tour agencies rely on us to facilitate bookings and
to securely collect payments on their behalf from travelers. Our role
is to remit those collected payments to the agencies. We use a third
party payment provider to securely collect these payments.
Users who book tours though Mizormor (“Customers”, “Our Customers”)
have the right to initiate a dispute to challenge a transaction made
through the Mizormor app. If a Customer believes there is an erroneous
or unauthorized charge for a Mizormor booking, they should contact our
customer support team via the in-app live chat or email
firstname.lastname@example.org to get it resolved as soon as possible.
Customers should provide detailed information about the disputed
transaction, including the transaction ID, date, amount, description,
and mention that the payment was made through Mizormor using our
payment provider (e.g, Paystack).
Investigation and Communication
When notified of a chargeback by the payment provider, Mizormor will:
Assist payment provider investigations by providing booking
details, service records, and contacting the tour agency.
Withhold the disputed transaction amount from the agency's
remittance if the chargeback is found valid.
Continue the standard remittance process if the chargeback is
The payment provider will assess the validity of the dispute based
on the information provided by all parties involved, including
Mizormor and our payment provider.
Factors considered during the resolution determination include the
Customer's claims, evidence provided by Mizormor and our payment
provider, and any other relevant documentation.
Mizormor will make a final decision whether to reverse, partially
reverse, or uphold the charge based on the outcome of the
The tour agency must maintain accurate and up-to-date information
regarding their tours and pricing on Mizormor.
Mizormor will handle all communication with the Customers and
payment provider regarding disputes, relieving the tour agency
from direct involvement in these matters.
The tour agency should ensure that the information provided to
Mizormor is accurate, and promptly notify Mizormor of any changes
or updates to their tours and pricing.
Notification and Action
The payment provider will notify all relevant parties of the
If the dispute is resolved in favour of the Customer, the payment
provider will initiate a chargeback, reversing the transaction
amount from Mizormor's account with our payment provider.
Mizormor will adjust the tour agency's account balance
accordingly, deducting the disputed amount from their available
Mizormor reserves the right to modify or update this Policy at any
It is the responsibility of the tour agency to review this Policy
periodically to stay informed about any changes.
By using the Mizormor platform, you acknowledge and agree to abide by
this Chargeback/Dispute Policy.
If you have any questions or need further clarification, please contact
our support team.