Chargeback Policy

1. Purpose and Acceptance

This Chargeback Policy ("Policy") governs payment disputes, bank reversals, and card chargebacks relating to payments made to VEN8 STUDIO for bookings and related services.

By making payment, you agree to this Policy together with our Terms of Service, Payment Policy, and Refund & Cancellation Policy.

This Policy is designed to ensure fair dispute resolution while protecting VEN8 STUDIO against wrongful or abusive chargebacks, to the maximum extent permitted under the laws of Pakistan, including regulations issued by the State Bank of Pakistan and applicable card-scheme rules.

2. Contact VEN8 STUDIO First

Before initiating any chargeback, payment reversal, or dispute with your bank, card issuer, or payment provider, you must contact VEN8 STUDIO and allow a reasonable opportunity to investigate and resolve the matter directly.

Include your booking reference, payment date, amount, and a clear description of the dispute. VEN8 STUDIO will respond within a reasonable time and may request supporting documents.

Failure to contact VEN8 STUDIO before initiating a chargeback for a valid, authorized booking may be treated as a breach of this Policy and our Terms of Service.

3. Legitimate Chargeback Grounds

VEN8 STUDIO recognizes that chargebacks and payment reversals may be legitimate where permitted under applicable law and banking regulations, including where a transaction was incorrect, invalid, unauthorized, or not authorized by the cardholder or account holder, and where notice is given within a reasonable time.

Under State Bank of Pakistan guidance and card-scheme franchise rules, banks and card issuers may resolve domestic payment disputes within regulatory timeframes (which may extend up to forty-five (45) days for certain domestic transactions). VEN8 STUDIO will cooperate in good faith with legitimate dispute processes initiated through proper banking channels.

4. Wrongful or Abusive Chargebacks

A chargeback or payment reversal is wrongful or abusive where, without legitimate grounds, a customer disputes a payment for a booking that was:

• Authorized by the customer or an authorized representative
• Properly paid and verified by VEN8 STUDIO
• Confirmed by staff and eligible for use within the booked period
• Used in whole or in part (including check-in)
• Non-refundable under our Refund & Cancellation Policy (including cancellations after the 24-hour window)

Examples of potentially wrongful chargebacks include disputing payment after receiving and using the service, disputing payment after the refund window has expired, or claiming non-authorization where payment proof and booking records demonstrate otherwise.

5. VEN8 STUDIO's Response to Chargebacks

Where VEN8 STUDIO receives notice of a chargeback or payment reversal, it will investigate and may contest the dispute by submitting evidence to the relevant bank, card issuer, or payment processor, including but not limited to:

• Booking records and reference numbers
• Payment proof and bank transfer records
• Uploaded ID documents and verification records
• Booking confirmation communications
• QR code check-in and check-out logs
• Occupant registration records
• Correspondence with the customer

VEN8 STUDIO reserves the right to suspend or terminate access, cancel future bookings, and refuse further service to any customer who initiates a wrongful chargeback.

6. Recovery of Costs

If a chargeback is determined to be wrongful, or if VEN8 STUDIO successfully contests a chargeback, VEN8 STUDIO may seek recovery of the disputed amount, chargeback fees, administrative costs, and reasonable legal or collection costs to the maximum extent permitted by law.

You agree to reimburse VEN8 STUDIO for amounts wrongly reversed plus associated costs where permitted by law and supported by records.

7. Refunds vs. Chargebacks

Where a genuine error or eligible cancellation exists for a Booking that has not been used, VEN8 STUDIO will handle it through our Refund & Cancellation Policy (Ven8 Credits within the 24-hour window) rather than through payment reversal, where lawful and practicable.

No refund, Ven8 Credits, or payment reversal is available where the customer has used the service, including check-in or on-site access. Initiating a chargeback after service use may be treated as wrongful under this Policy.

8. Indemnification

You agree to indemnify and hold harmless VEN8 STUDIO from any claims, losses, fees, penalties, or expenses (including reasonable legal fees) arising from a chargeback or payment dispute that you initiate without legitimate grounds, or arising from your breach of this Policy or the Terms of Service.

This obligation survives termination of your booking or access to the Services.

9. Class Action Waiver

Any dispute relating to chargebacks or payment reversals must be brought individually. You waive any right to participate in a class, collective, or representative action in connection with such disputes, to the maximum extent permitted by law.

10. Governing Law and Jurisdiction

This Policy is governed by the laws of the Islamic Republic of Pakistan. Any dispute arising from or relating to chargebacks shall be subject to binding arbitration seated in Islamabad, Pakistan, or, where arbitration is unavailable, the exclusive jurisdiction of the courts of Islamabad, Pakistan. You irrevocably waive objections to venue.