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# How can I dispute a transaction and request a chargeback?

You can raise a dispute and initiate a chargeback from Visa if you believe a transaction is incorrect, unauthorized, or the result of fraud. 

You can dispute one transaction free of charge every 12 months. For every subsequent dispute within 12 months, a $25 fee will apply. 

Once submitted, a dispute typically takes **up to 90 days to complete** and the outcome is outside of Halocard's control. Please note, if you have multiple disputes with the same merchant, each dispute will count individually.

This dispute fee is levied by our issuing bank and while we don't necessarily agree with the intent, we're unfortunately unable to subsidise multiple charges for every user.

###### Step 1: Check the charge

Before requesting a chargeback, review the transaction carefully:

* **Merchant looks unfamiliar?** Charges are often billed under a parent company or payment processor.
* **A recent subscriptions or free trial?** Renewals and trial conversions are the most common cause of unexpected charges.
* **Date or amount looks different?** Transactions can settle later than expected or vary slightly due to currency conversion.
* **Was the card shared?** Check with anyone who may have had access to the card.

###### Step 2: When you can request a chargeback

If the charge still doesn’t look right, you may be eligible to request a chargeback if:

* You **didn’t authorise** the charge
* You still **don't recognise the merchant** after checking
* You believe the **card details were compromised**
* The charge has **completed** (and is not 'pending')
* You **haven’t already received a refund**
* You’ve tried to **resolve the issue with the merchant**

###### Step 3: How to request a chargeback

We'll raise a dispute on your behalf. Please contact Halocard support and **include the following details in a single message**:

1. Transaction ID (this can be found by clicking on the transaction)
2. Merchant name
3. Amount
4. A clear explanation of the issue
5. Proof you attempted to resolve the issue with the merchant directly and they either declined your request or did not respond for a reasonable period (**Note:** We cannot process a dispute without this written documentation)
6. Any other supporting evidence that will help prove your case beyond a reasonable doubt i.e. Screenshot of emails, order or refund confirmations with the merchant

###### Responsible use of disputes

Repeatedly disputing **valid transactions**, or raising disputes that do not follow card-network rules, may be treated as **chargeback misuse** by card networks or issuing partners. In these cases, account restrictions or suspension may apply. Only dispute transactions you genuinely believe are incorrect, unauthorized, or fraudulent to avoid interruptions to your Halocard account.