Effective Date: May 6, 2025

At Vccpanda, we strive to ensure that all transactions are processed securely and efficiently. However, we recognize that chargebacks may occasionally occur. This Chargeback Policy outlines how chargebacks are handled on the Vccpanda platform and the responsibilities of buyers and freelancers in case of chargeback situations.

1. What is a Chargeback?

A chargeback occurs when a buyer disputes a payment made through the platform with their bank or payment provider, requesting a reversal of the transaction. This usually happens if the buyer claims that a transaction was unauthorized or that they did not receive the services as promised. Chargebacks are processed through the buyer’s payment provider or bank and are subject to their respective policies.

2. Responsibilities of Buyers

• Proper Communication: Before initiating a chargeback, we encourage buyers to contact freelancers directly through the platform to resolve any issues or concerns about the work or service. Often, disputes can be resolved by direct communication.
• Documentation: Buyers must provide any documentation or evidence required by the payment provider to support the chargeback claim. This may include proof of non-delivery of services or unauthorized transactions.

3. Responsibilities of Freelancers

• Service Delivery: Freelancers are responsible for delivering the services as agreed upon in the project contract or service listing. If a chargeback occurs due to non-delivery, freelancers must provide evidence of the work completed.
• Documentation: Freelancers should keep detailed records of all communications, project milestones, and work delivered to protect against chargeback claims. This may include screenshots, email correspondence, or project files.
• Response to Chargebacks: Freelancers should respond promptly to any chargeback notifications. Failure to do so may result in the chargeback being upheld, and the freelancer will be held responsible for the loss.

4. How Chargebacks Are Handled on Vccpanda

• Investigation: When a chargeback is initiated, Vccpanda will conduct a thorough investigation into the transaction. We will review the transaction details, communication logs, and any evidence provided by both the buyer and freelancer.
• Temporary Hold: If a chargeback is raised, we may place a temporary hold on the freelancer’s account or the involved funds until the matter is resolved. This is to ensure the protection of both the buyer and freelancer.
• Resolution: After investigating the chargeback claim, we will make a final decision. If the chargeback is found to be valid, the transaction will be reversed, and the buyer will be refunded. If the chargeback is found to be invalid, the funds will remain with the freelancer, and any associated penalties may apply to the buyer.
• Chargeback Fees: Vccpanda may charge a chargeback fee for any transactions that result in a chargeback. This fee is intended to cover administrative costs incurred during the investigation process. Freelancers or buyers involved in a chargeback may be responsible for this fee, depending on the outcome of the investigation.

5. Prevention of Chargebacks

To reduce the risk of chargebacks, we recommend the following:

• Clear Communication: Both buyers and freelancers should maintain open and clear communication regarding expectations, project details, and timelines.
• Complete Documentation: Freelancers should provide detailed documentation of the work completed and any milestones achieved during the project. Buyers should ensure that they provide clear project descriptions and expectations to freelancers.
• Payment Method Security: Buyers should ensure that their payment methods are secure and that they are only making transactions they fully authorize.

6. Consequences of Chargebacks

Repeated chargebacks or fraudulent activity may result in the suspension or termination of an account on Vccpanda. Buyers and freelancers who consistently initiate chargebacks without legitimate reasons may be banned from using the platform.

7. Contact Information

If you have any questions or concerns regarding a chargeback, please contact us at:

• Email: hello@vccpanda.net
• Phone: +44 7476 810756
• Address: 442 N Barranca Ave, Suite 192, Covina, CA 91723, USA