A chargeback is when you ask your bank or card provider to reverse a payment that has already been processed. This article explains how Subs handles chargebacks and what you need to know before raising one.
⚠️ Important: Before initiating any chargeback or payment dispute, you must contact support@subs.com first. This is a requirement under our Terms of Service.
Always contact us first
Before initiating a chargeback or payment dispute, you must contact our support team at support@subs.com to give us the opportunity to resolve the issue. We can often resolve billing issues faster than a bank dispute.
When is a chargeback appropriate?
Chargeback requests may only be initiated where you have a legitimate, good-faith basis to dispute a transaction. For example:
- You do not recognise the charge and did not authorise the payment
- Your card was used fraudulently by a third party
- You were charged after successfully cancelling your subscription
ℹ️ Note: Chargebacks should not be used as a substitute for our standard refund process. If you are unhappy with a purchase for any other reason, please contact us first at support@subs.com.
What happens when a chargeback is raised
Subs will review the chargeback and submit a response to your bank with evidence of the transaction. You may be required to cooperate, including providing:
- Proof of content delivery or access
- Screenshots, communications, or transaction logs
- Confirmation of identity and account activity
Consequences of a bad faith chargeback
If Subs determines that a chargeback was made in bad faith, Subs may:
- Suspend or terminate your account
- Restrict your ability to make further payments or receive payouts
- Recover any amounts refunded or charged back, together with associated costs and fees
⚠️ Important: If you are a creator, amounts equal to the creator's share of a successfully charged-back payment may be deducted from your available or future earnings.
Post-closure liability
You remain fully liable for all chargebacks, payment disputes, related fees, and costs even after your account is suspended, terminated, or closed. Subs may recover these amounts from any remaining wallet balance, future earnings, or through lawful collection methods.
Legal compliance
This policy is governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise.
Contact us
support@subs.com — Subco Group Ltd, 6th Floor, Manfield House, 1 Southampton Street, London, WC2R 0LR.