Dispute & Chargeback Policy

1. Overview

At Movement Atlas, we are committed to resolving payment disputes fairly and transparently. This Dispute & Chargeback Policy explains how we handle disagreements related to charges, the steps you can take to file a dispute, and what happens when a chargeback is initiated through your bank or card issuer.

We encourage all users to contact us directly before initiating a chargeback with their financial institution. Our internal dispute resolution process is designed to address concerns quickly and equitably, typically within 5-10 business days.

2. Grounds for Disputes

You may file a dispute with Movement Atlas if you believe any of the following has occurred:

• Unauthorised Charges: A charge was made to your payment method without your knowledge or consent, or after you had cancelled your subscription or booking.
• Service Not Delivered: You were charged for a class, session, or service that was not provided as described, was cancelled without a replacement or credit, or was otherwise unfulfilled.
• Duplicate Charges: You were charged more than once for the same transaction, booking, or billing period due to a system or processing error.
• Incorrect Amount: The amount charged differs from the amount displayed at the time of purchase or booking confirmation.
• Quality Issues: The service delivered was materially different from what was described or advertised on the platform, rendering it substantially unusable or inadequate.
• Technical Errors: A platform malfunction caused an unintended charge, such as a failed transaction that was still billed, or a booking error that resulted in an incorrect payment.

3. How to File a Dispute

To file a dispute, please contact our support team with the following information:

• Your registered email address and full name
• The transaction ID or order reference number (found in your payment confirmation email or billing history)
• The date and amount of the charge in question
• A clear description of the issue and the reason for your dispute
• Any supporting documentation (screenshots, booking confirmations, correspondence with instructors or businesses)

Email: [email protected]

Subject Line: Payment Dispute - [Your Name] - [Transaction ID]

You will receive an acknowledgement of your dispute within 2 business days of submission.

4. Internal Resolution Process

Once we receive your dispute, our team will follow this process:

• Acknowledgement (1-2 business days): We confirm receipt of your dispute and assign a case reference number for tracking.
• Investigation (3-7 business days): Our team reviews the transaction records, platform logs, booking details, and any communications between the parties involved. We may contact you, the instructor, or the business for additional information.
• Resolution (5-10 business days total): We aim to resolve all disputes within 5-10 business days from the date of filing. Complex cases involving multiple parties or requiring third-party verification may take up to 15 business days.
• Notification: You will be notified of the outcome by email, including a detailed explanation of our findings and any remedial action taken.

5. Resolution Outcomes

Depending on the findings of our investigation, the resolution may include one or more of the following:

• Full Refund: The entire disputed amount is refunded to your original payment method. This is typically applied in cases of unauthorised charges, duplicate billing, or complete non-delivery of service.
• Partial Refund: A portion of the disputed amount is refunded, reflecting the value of the service that was not delivered or was materially deficient.
• Platform Credit: Account credit is issued for use toward future bookings or subscriptions on Movement Atlas. Credits are valid for 90 days from the date of issue (see the Refund & Cancellation Policy, Section 4.3) and are non-transferable.
• Re-delivery of Service: Where feasible, the service may be rescheduled or re-provided at no additional cost to you.
• Denial with Explanation: If our investigation determines that the charge was valid and the service was delivered as described, the dispute will be denied. You will receive a written explanation of our findings and the evidence considered. You may appeal this decision within 14 days.

Approved refunds are processed within 5-10 business days. The actual time for the refund to appear in your account depends on your bank or card issuer and may take an additional 5-10 business days.

6. Chargeback Process

A chargeback (also known as a payment dispute or transaction reversal) occurs when you contact your bank, credit card company, or payment provider (such as PayPal) to dispute a charge and request a reversal, rather than resolving the issue directly with Movement Atlas.

6.1 What Happens When You File a Chargeback

• Your bank or card issuer notifies our payment processor (PayPal or Razorpay) of the disputed transaction.
• The disputed amount is temporarily withdrawn from Movement Atlas and held by the payment processor pending resolution.
• Your Movement Atlas account may be flagged and access to certain features (including new bookings and purchases) may be temporarily restricted during the investigation.
• We are notified of the chargeback and begin compiling evidence to respond.

6.2 Our Response to Chargebacks

When we receive a chargeback notification, we will:

• Review the transaction and gather all relevant evidence, including booking confirmations, delivery records, platform logs, communications, and terms agreed to at the time of purchase.
• Submit a representment (formal response) to the payment processor with supporting documentation if we believe the charge was valid.
• If we determine the chargeback is legitimate, we will accept it and the funds will be returned to you.
• The payment processor and your bank will make the final determination. This process typically takes 60-90 days.

7. Friendly Fraud Warning

8. Marketplace Disputes

Movement Atlas operates as a marketplace connecting learners (students) with instructors and businesses that offer movement-based classes and services. Disputes may arise between these parties regarding the quality, delivery, or terms of services booked through our platform.

8.1 Disputes Between Learners and Instructors/Businesses

• We encourage learners and service providers to resolve disputes directly through our platform's messaging system.
• If a direct resolution is not possible, either party may escalate the dispute to Movement Atlas by emailing [email protected] with details of the issue.
• Our team will review the case impartially, considering booking records, communication logs, cancellation policies, and any other relevant evidence.
• Movement Atlas will issue a determination within 10 business days. Both parties will be notified of the outcome.

8.2 Instructor/Business Obligations

• Instructors and businesses are responsible for delivering services as described in their listings.
• If an instructor or business cancels a session without providing a reschedule or alternative, the learner is entitled to a full refund for that session.
• Repeated disputes or unresolved complaints against an instructor or business may result in account review, suspension, or removal from the platform.

9. Arbitration and Governing Law

If a dispute cannot be resolved through our internal process or direct communication, it shall be referred to and finally resolved by binding arbitration administered by the American Arbitration Association (AAA) in accordance with its Consumer Arbitration Rules.

• Seat of Arbitration: Wilmington, Delaware, United States
• Language: English
• Arbitrator: A sole arbitrator mutually agreed upon by both parties. If the parties cannot agree, the arbitrator shall be appointed in accordance with the AAA Consumer Arbitration Rules.
• Governing Law: This policy and all disputes arising from it shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles. The state and federal courts located in Delaware shall have exclusive jurisdiction for any matters not subject to arbitration. Nothing in this section limits any non-waivable consumer rights available to you under the mandatory laws of your country of residence.
• Class Action Waiver: To the extent permitted by applicable law, all disputes must be brought in an individual capacity and not as part of any class, collective, or representative action.

10. Changes to This Policy

We reserve the right to update this Dispute & Chargeback Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Material changes that affect your rights will be communicated via email or a prominent notice on our platform. Continued use of the Service after changes constitutes acceptance of the revised policy.

11. Contact Information

For any questions, concerns, or to file a dispute, please contact us:

Email: [email protected]

Support Email: [email protected]

Address: 8 The Green, Suite R, Dover, DE 19901, United States

We will respond to all dispute-related inquiries within 2 business days.