Dispute Policy
How we handle disagreements with you, chargebacks on your Frabo subscription, and disputes your customers open on payments they made to you.
This policy forms part of, and is incorporated by reference into, the Frabo OS Terms of Service (the "Terms"). Capitalised terms used but not defined in this policy have the meanings given in the Terms. Where mandatory law applicable to you confers greater rights, those rights prevail. The summary above is provided for convenience only. Nothing herein constitutes legal, tax, or financial advice.
Section 1 — Scope
1.1 This Dispute Policy governs (a) disagreements between Customer and Frabo; (b) chargebacks concerning Subscription Fees; (c) disputes opened by Customer's customers concerning payments made to Customer through Customer's connected Stripe account; and (d) disputes between Marketplace users. It supplements, and is subject to, Article 22 of the Terms.
Section 2 — Informal Resolution
2.1 Notice. A Customer dissatisfied with a charge, a decision concerning its Account, or any action taken by Adam shall first notify Frabo in writing at [email protected], describing what occurred and the resolution sought. Such notice constitutes notice for the purposes of Section 22.1 of the Terms.
2.2 Handling. Each notice is reviewed by a member of Frabo's staff. Frabo aims to respond within two (2) business days and to resolve most matters within ten (10) business days. Where resolution requires longer, Frabo shall inform Customer of the reason and the expected timing.
Section 3 — Chargebacks on Subscription Fees
3.1 Right to Dispute. Customer retains the right to dispute a card charge with its issuer. Upon a chargeback, the issuer withdraws the funds pending investigation, and Frabo may submit evidence that the charge was authorised (for example, the Subscription Plan, sign-in history, and receipts).
3.2 Suspension. While a chargeback concerning Subscription Fees is pending, Frabo may suspend paid features on the Account. If the dispute is resolved in Customer's favour, Frabo shall not re-charge Customer for the disputed period. If it is resolved in Frabo's favour, the original charge stands.
3.3 Abuse. Repeated chargebacks after Frabo has offered a refund, or chargebacks used to obtain the Service without payment, constitute a breach of the Acceptable Use Policy.
Section 4 — Disputes on Customer Transactions
4.1 Parties to the Dispute. Customer Transactions are direct charges on Customer's own connected Stripe account, and Customer is the merchant of record. A dispute raised by Customer's customer with its card issuer is a matter between Customer, its customer, and the card networks, administered through Stripe. Frabo is not a party to it.
4.2 Frabo's Role. Upon notification from Stripe, the Service displays the dispute on Customer's Today screen, including the amount, the reason stated, and Stripe's evidence deadline. The Service records the withdrawal of the disputed amount from Customer's Stripe balance and any subsequent reinstatement if Customer prevails.
4.3 Customer's Obligations. Customer shall respond through its Stripe dashboard before the deadline, with supporting evidence such as the invoice, proof of delivery or performance, and correspondence with the customer. Adam may assist Customer in assembling such evidence from records in the Service, but Customer submits the response.
4.4 Outcome and Fees. Stripe and the card networks determine the outcome; Frabo does not. Any dispute fee is set and charged by Stripe to Customer's Stripe account and is not refundable by Frabo.
Section 5 — Disputes Between Marketplace Users
5.1 Marketplace users shall first attempt to resolve disputes directly with one another. If that fails, either user may contact Frabo, and Frabo may review messages and order records on the platform and may intervene where the Marketplace Trade Guarantee applies. Outside the scope of that guarantee, Frabo acts solely as a platform and does not guarantee the outcome of any transaction.
Section 6 — Escalation
6.1 If a dispute between Customer and Frabo is not resolved within thirty (30) days of Frabo's receipt of Customer's first written notice, either party may pursue it in accordance with Article 22 (Dispute Resolution and Governing Law) of the Terms.
6.2 Nothing in this Dispute Policy limits any right Customer may have to approach a consumer protection authority or to bring a claim in a small-claims court where the law provides that right.
Section 7 — Contact
Disputes and complaints: [email protected].
Frabo OS is a subsidiary of USRA, LLC.