Last updated: 2025 · Basis: VISA / Mastercard chargeback rules, AR Law «On Payment Services» (2023).
1. What is a dispute?
A dispute (chargeback) is the process by which the cardholder reverses a transaction through their card-issuing bank when they do not recognise the charge or the service was not delivered. The bank gives Voyage 7 days to substantiate the transaction.
2. Valid reasons for chargeback
- Card stolen or compromised (fraud)
- Charge taken without service delivery
- Cancellation confirmed by the customer but not refunded
- Significant difference between promised and delivered service
3. Timing
- Fraud / unrecognised — 120 days
- Non-delivery / quality — 120 days
- Refund not received — 30 days from charge date
4. Recommended sequence
- First contact [email protected] — most disputes are settled amicably within 24h.
- If no response, file a chargeback with your bank.
- The bank will request documentation — we respond within 7 business days.
- Final ruling comes in 30–45 days under VISA / MC scheme rules.
5. Documents to keep handy
- Booking confirmation e-mail
- Voucher / e-ticket
- Last 4 digits of card
- Transaction date and amount