Chargeback and Fraud Mitigation Policy

Last Updated: December, 2024

This Chargeback and Fraud Mitigation Policy is established by OnvoLabs LTD ("OnVo", "we", or "us"), to describe the procedures and measures that OnVo will undertake to prevent, identify, and manage fraudulent transactions and chargebacks, ensuring the security and integrity of its transactions and maintaining a trustworthy relationship with its customers.

Scope

This policy applies to all transactions processed by or on behalf of OnVo, including but not limited to online and offline sales, subscriptions, and any other services offered by OnVo that may be subject to payment and, consequently, chargebacks and fraudulent activities.

Explanation of Terms

A chargeback is a reversal of a payment initiated by the cardholder's bank or card issuer, usually due to a dispute, error, or fraud. A fraudulent transaction is any transaction that has been made without the consent or authorization of the cardholder.

Prevention Measures

OnVo has implemented various measures to prevent, detect, and resolve chargebacks and fraudulent transactions.

Chargeback Handling Procedure

Making a Chargeback

We highly discourage our users from performing chargebacks. If you, as a user of our services, have an issue with the services and intend to perform a chargeback, we ask that you first email us with your complaint and we will try to resolve it together with you.

Notification and Investigation

Upon receipt of a chargeback notification, OnVo will investigate the transaction to determine its validity.

Dispute Resolution

If it is determined that the chargeback is unwarranted, OnVo will dispute the chargeback with the appropriate financial institution, providing all necessary documentation and evidence to support the legitimacy of the original transaction.

Customer Communication

Throughout the chargeback process, OnVo will maintain open and transparent communication with the affected customer, providing updates and seeking to resolve any disputes amicably.

Account Termination

If it is determined that the chargeback is unwarranted, OnVo will terminate the account of the user who issued the chargeback.

Rights and Remedies

OnVo reserves the right to:

• Reject or cancel any order or transaction that is deemed fraudulent, suspicious, or in violation of OnVo's terms and conditions, at its sole discretion, and without prior notice or liability.
• Charge a fee or penalty for any chargeback or fraud case that is initiated or caused by the customer or partner, or that is found to be invalid, unjustified, or abusive, to cover the administrative, operational, and financial costs incurred by OnVo. The fee or penalty may vary depending on the nature and amount of the chargeback or fraud, and may be deducted from the user's account, or invoiced separately, as determined by OnVo.
• Suspend or terminate the user's account, access, or service, temporarily or permanently, if the user is involved in repeated or severe chargeback or fraud cases, or if the customer or partner fails to cooperate or comply with OnVo's policies or requests, at OnVo's sole discretion, and without prior notice or liability.
• Pursue any legal or equitable remedies available to it, in case of any chargeback or fraud that results in loss or damage to OnVo or its users or that constitutes a breach of contract, tort, or crime.

Changes

OnVo reserves the right to modify the contents of this policy at any time. Your continued use of the service following the posting of changes to this policy will mean you accept those changes.

Contact Information

For further information regarding this policy, please contact us at: [email protected]