Chargeback and Dispute Policy

In plain language. If a charge looks wrong, talk to us first — a ticket or an email fixes most of them the same day, including duplicates and renewals you meant to cancel. Opening a chargeback on a server we already delivered is a different matter: it is a breach of the Terms, your Services are suspended while the case is open, and you owe the disputed amount plus the fee the payment processor charges us for the dispute. We answer disputes with the records of your order, invoice, provisioning and panel activity. This box is a summary; the numbered sections below are the policy.

This policy is part of the terms you accept at checkout. The Terms of Service, which you accept when you tick the box on the order page, incorporate this policy and the Refund and Cancellation Policy.

1. Talk to Us First

1.1. Before opening a dispute with your bank, card issuer or wallet provider, contact us: open a ticket in the client area or write to [email protected] with the invoice number and what looks wrong. This is a condition of the Terms of Service, not a suggestion.

1.2. We reply within 2 business days, and normally the same day. Things we resolve quickly and without argument:

• A duplicate charge for the same invoice — we return it.
• A renewal you meant to cancel — we cancel the Service and, where the Refund and Cancellation Policy allows it, return the payment.
• A charge you do not recognise — statements show the payment processor's descriptor, not always our name; we identify the order for you.
• A Service that was never delivered — see the Refund and Cancellation Policy.
• Someone else using your card — tell us immediately; see Section 6.

1.3. Filing a dispute is slower than asking us. A card dispute typically takes weeks to close; a ticket takes hours.

2. What a Chargeback Does

2.1. A chargeback or payment dispute filed on a Service that was delivered, or on a period that was provided, is a breach of the Terms of Service.

2.2. When we are notified of a dispute:

• The disputed invoice returns to unpaid.
• The Services on the Account are suspended while the dispute is open. Data is kept during the suspension, subject to the deletion timelines in the Terms of Service.
• New orders, upgrades and account credit are blocked on the Account.
• We submit evidence to the payment processor and respond to the dispute.

2.3. If the dispute is decided in our favour, or you withdraw it, we restore the Services once the outstanding amount and the amounts in Section 3 have been paid, provided the deletion date has not passed. A Service already deleted cannot be restored.

2.4. If the dispute is decided against us, the Account balance stays owing under Section 3 and the Account may be closed. We may decline to sell to you again.

3. What You Owe

3.1. Where a chargeback is filed on a Service that was delivered, you remain liable for:

• The disputed amount, as an unpaid balance on your Account; and
• The dispute fee that the payment processor charges us for handling the case, which is charged to us whatever the outcome, and which we pass on at cost.

3.2. We do not add penalties, interest or administrative charges beyond those two amounts.

3.3. The balance must be settled before we restore the Services or accept a new order. We may refer an unpaid balance for collection where the amount justifies it.

3.4. Nothing in this section applies where the dispute concerned a charge that we agree should not have happened — a duplicate, a charge in error, or a Service we failed to deliver. In those cases we simply return the money, and there is nothing to owe.

4. Evidence We Keep and Submit

To answer a dispute we submit the records we keep in the ordinary course of business:

• The order: date, time, product, plan, location, add-ons, cycle and total.
• The invoice and its payment record, including the processor's payment reference.
• The acceptance of the Terms of Service and the Refund and Cancellation Policy recorded at checkout, and the version published at that moment.
• The provisioning log: when the server was created, on which node, with which resources, and the IP address and ports allocated to it.
• Panel and client-area activity: sign-ins, server starts and stops, console and file activity, and the dates of them.
• IP addresses and user-agent recorded at registration, at checkout and at sign-in.
• Emails we sent and their delivery status: order confirmation, invoice, server-ready notice, renewal reminders.
• Support tickets and correspondence about the Service.

We submit only what is needed to answer the dispute, and we handle these records as described in the Privacy Policy.

5. Friendly Fraud and Repeat Disputes

5.1. Opening a dispute to obtain a service for free — using a server for a month and then reversing the payment — is fraud. We treat it as such: the Account is terminated, the data is deleted, and we may report the case to the payment processor and to fraud-prevention networks.

5.2. An Account with a chargeback history may be limited to prepaid account credit, or refused.

5.3. Opening new Accounts to escape a balance or a suspension is a breach of the Terms of Service and those Accounts are closed.

6. Unauthorised Payments

6.1. If a payment on your Account was made without your authorisation — a stolen card, a compromised wallet, a family member using your details — tell us at [email protected] as soon as you notice. We stop the Services involved, secure the Account and work with you and the payment processor.

6.2. We do not charge the dispute fee to the cardholder in a genuine unauthorised-use case that we can verify.

6.3. Services paid for with a payment method that turns out to be stolen are terminated without refund, whoever ordered them.

7. Your Rights

Nothing in this policy takes away your right to dispute a charge with your bank or card issuer, or any right given to you by mandatory law or by your card network's rules. This policy describes what happens between you and us when a dispute is opened on a Service that was delivered, and the amounts you owe us under the Terms of Service.

8. Changes

We may update this policy as described in the Terms of Service, with notice by email or in the client area at least 14 days before the change takes effect.

9. Contact

TridentSky 5501 Hildebrand Boulevard a340, Kennewick, WA 99338, United States Email: [email protected] Website: tridentsky.net Client area: billing.tridentsky.net