Dispute Policy

This Dispute Policy explains how TrackMinder handles billing disputes, subscription disputes, refund disagreements, chargebacks and complaints about paid services.

TrackMinder is operated by [Your legal entity name] , registration number [Registration number, if applicable] , with business address at [Physical business address] .

You can contact us at support@mytrackminder.com . Phone: [Business phone number] .

If you believe a payment is incorrect, unauthorised, duplicated or unfair, please contact us before escalating to your bank where possible. This usually allows us to resolve the issue faster and with fewer delays.

Email support@mytrackminder.com and include your account email, payment amount, payment date, transaction reference, reason for the dispute and any supporting information.

TrackMinder may handle disputes relating to:

• duplicate subscription charges;
• charges after cancellation;
• unauthorised or suspected fraudulent payments;
• refund request disagreements;
• subscription plan or billing period errors;
• failure to receive paid access after a successful payment; and
• other payment or account concerns connected to TrackMinder.

We encourage users to contact TrackMinder first before raising a chargeback, regulator complaint or external claim. This gives us the opportunity to review the payment record, subscription status, cancellation history, refund eligibility and any service-access issue quickly.

If an external process has already started, we may be required to communicate through the payment provider, bank, card network, regulator or other relevant body instead of resolving the matter directly.

1. Acknowledgement: we acknowledge your dispute and may ask for missing information.
2. Investigation: we review account status, billing history, Paystack transaction records, cancellation logs, refund requests, usage records and support messages.
3. Decision: we may approve a refund, partially approve a refund, decline the claim, correct the billing record, restore access, cancel future billing or request more evidence.
4. Outcome: we communicate the decision and next steps by email or in-app support response.

TrackMinder uses Paystack for payment processing. For payment disputes, we may need your Paystack transaction reference, payment date, amount and account email. Paystack may also be involved in card-network or bank dispute processes, but your service-related claim should be directed to TrackMinder first.

If you raise a chargeback or fraud claim through your bank, the payment provider or card network may require us to respond with evidence within a specific timeframe. We may provide relevant transaction records, account records, cancellation records, refund records, login/use records and support communications.

During a chargeback process, your subscription may be suspended, cancelled or restricted to reduce billing and fraud risk.

You are responsible for providing accurate information, keeping your account secure, cancelling before renewal where you do not want future charges, and promptly reporting suspected unauthorised use of your account or payment method.

This Dispute Policy is intended to provide a practical process for users in any country. It does not prevent you from using any mandatory complaint, regulator, ombud, bank, card-network, payment-provider, court or consumer-protection process available under applicable law.

Where local consumer, privacy, payment or digital-service law gives you rights that cannot legally be waived, those rights continue to apply. TrackMinder may still ask you for account, transaction and support information so that we can investigate and respond properly.

If you are unhappy with our response, you may ask for the dispute to be reviewed again by a senior member of the TrackMinder team. You may also use any external complaint, bank, regulator, ombud or court process available to you under applicable law.

TrackMinder is operated by [Your legal entity name] , registration number [Registration number, if applicable] , with business address at [Physical business address] .

You can contact us at support@mytrackminder.com . Phone: [Business phone number] .