1. Purpose
MingleMi is an online matrimonial platform that provides users with services including account features, premium memberships, subscriptions, communication features, and other paid digital services.
This Chargeback & Payment Dispute Policy explains how customers can raise payment-related disputes and how MingleMi handles payment disputes and chargebacks associated with payments made through its website, mobile application, or payment gateway.
2. How Customers Can Raise a Payment Dispute
Customers who believe that a payment was incorrectly charged, duplicated, unauthorized, or related to a service that was not provided may contact MingleMi customer support.
Customers should provide, where available:
- Full name
- Registered email address
- Registered phone number
- Transaction/reference number
- Subscription or order reference
- Date of transaction
- Transaction amount and currency
- Description of the dispute
- Payment receipt or other relevant information
MingleMi may request additional information where necessary to verify the transaction.
3. Types of Payment Disputes
Customers may contact MingleMi regarding:
- Unauthorized transactions
- Duplicate payments
- Incorrect payment amounts
- Payment made but premium service was not activated
- Payment made but the purchased subscription was not received
- Subscription or membership billing issues
- Cancellation or refund-related disputes
- Technical payment-processing errors
- Other payment-related concerns
Customers may also contact their card-issuing bank or financial institution in accordance with applicable banking and card-network procedures.
4. Internal Dispute Review
When MingleMi receives a payment dispute, we will review the relevant transaction and account records.
The review may include:
- Verifying the transaction details.
- Confirming the user’s MingleMi account.
- Checking the subscription or membership purchased.
- Reviewing the date and time of purchase.
- Checking whether the paid service was activated.
- Reviewing invoices and payment records.
- Checking account activity relevant to the purchased service.
- Reviewing applicable cancellation and refund records.
- Reviewing relevant customer communications.
- Reviewing appropriate system and transaction logs.
MingleMi will make reasonable efforts to investigate payment disputes and communicate the outcome to the customer.
5. Chargeback Handling
If a customer initiates a chargeback through their card-issuing bank, the chargeback may be communicated to MingleMi through our payment gateway or acquiring bank.
Upon receiving a chargeback notification, MingleMi will:
- Identify the disputed transaction.
- Review the stated reason for the dispute.
- Investigate the user’s account and transaction.
- Verify the purchased subscription or service.
- Determine whether the service was activated or made available.
- Check whether the customer used or accessed the relevant paid service, where appropriate.
- Check whether a refund has already been issued.
- Gather relevant supporting documentation.
- Submit appropriate evidence to the payment gateway, acquiring bank, or other authorized payment provider within the applicable response period.
6. Supporting Documentation
Where required for a chargeback investigation, MingleMi may provide supporting documentation including:
- Customer invoice
- Payment receipt
- Transaction/reference details
- Subscription or membership details
- Subscription activation records
- Account registration records
- Date and time of service activation
- Records showing availability of the purchased service
- Relevant account activity
- Customer communications
- Refund or cancellation records
- Terms and conditions accepted by the customer
- Relevant system and transaction logs
- Other documentation reasonably requested by the payment gateway, acquiring bank, card issuer, or card network
For digital services, MingleMi may use account and service-activation records as evidence that the purchased service was made available to the customer.
7. Subscription and Recurring Payment Disputes
Where MingleMi offers recurring subscriptions, customers will be able to review their applicable subscription information and cancellation options through the relevant account or subscription-management process.
If a customer disputes a recurring subscription payment, MingleMi will review:
- The subscription selected by the customer
- Subscription activation date
- Applicable billing period
- Payment history
- Cancellation records
- Relevant account activity
- Any refund already processed
Where appropriate, MingleMi may cancel or disable future recurring billing after receiving a valid cancellation request.
8. Unauthorized Transactions
If a customer believes that their payment card or payment account was used without authorization, they should immediately contact:
MingleMi Customer Support
and their card-issuing bank or financial institution.
MingleMi may investigate the transaction and cooperate with the payment gateway, acquiring bank, card issuer, card network, or relevant authorities where required.
9. Refund and Chargeback Coordination
If MingleMi determines that a transaction qualifies for a refund, the refund may be processed through the original payment method, subject to the applicable payment provider’s procedures.
If a chargeback has already been initiated, MingleMi may coordinate with the payment gateway or acquiring bank to avoid duplicate reimbursement.
10. Merchant Responsibility
MingleMi is responsible for reviewing payment disputes relating to its services and maintaining reasonable records necessary to investigate such disputes.
MingleMi will cooperate with its payment gateway, acquiring bank, card networks, and financial institutions by providing relevant transaction and service documentation when required.
11. Record Keeping
MingleMi may retain relevant records including:
- Payment transactions
- Invoices
- Subscription records
- Service activation records
- Account records
- Refund records
- Cancellation records
- Customer communications
- Relevant system logs
- Dispute and chargeback records
Records may be retained for the period required by applicable law, regulatory requirements, payment-provider rules, and legitimate business requirements.
12. Final Chargeback Determination
The final outcome of a card chargeback may be determined under the applicable procedures and rules of the payment gateway, acquiring bank, card issuer, and relevant card network.
MingleMi will provide the required information and supporting documentation within the applicable response timeframe.
13. Fraud Prevention
MingleMi may use reasonable measures to identify and prevent fraudulent or unauthorized transactions, including transaction monitoring, account verification, payment verification, duplicate-payment detection, and other controls provided by its payment service provider.
14. Customer Contact
For payment disputes, refunds, subscription issues, and chargeback-related inquiries, customers should contact MingleMi through the customer-support contact details published on the MingleMi website.
Address: Near Khan Hospital Garhi Qureshi, Main GT Road Kot Addu
Email:
hello@minglemi.com