Chargeback/Dispute Policy

Effective Date: 1 August, 2023

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.

Dispute Initiation

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 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 successfully contested.

Resolution Determination

  • 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 investigation.

Agency Responsibility

  • 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 resolution.
  • 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 balance.

Policy Amendments

  • Mizormor reserves the right to modify or update this Policy at any time.
  • 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.

The platform loved by tourists and travel agencies

Many travelers across the world use Mizormor to plan their trips and itineraries. Travel and tour agencies love our business management tools because it helps them significantly increase revenue by more 5x.

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