What is a chargeback?
A chargeback allows you to reverse a card transaction and reclaim your money.
This process protects you from fraudulent transactions, misuse of your Visa debit card, or unauthorized charges.
You can request a chargeback up to 120 days after the transaction date.
When can I request a chargeback?
Unauthorized transactions
If you notice a transaction on your account that you did not authorize.
Goods or services not received or significantly different
If you ordered goods but didn’t receive them, or if what you received was very different from what was described.
Duplicate charges
If the same amount was charged twice to your account.
Cancelled subscriptions or memberships
If you cancelled a subscription or membership on time, but the provider still debits your account.
Cancelled orders
If you cancelled an order but the provider still charges your card.
Suspicion of fraud
If you suspect your card or card details were stolen and unauthorized transactions were made.
How do I request a chargeback?
Contact the merchant first
Before initiating a chargeback, we recommend reaching out to the merchant directly.
In many cases, this resolves misunderstandings and gets your money back more quickly.
If the issue can’t be resolved or if the merchant does not respond, you can begin the chargeback process.
Contact us via email at support@kontist.com
Let us know the details of your case. Depending on the reason for your chargeback request, different information will be required.
Please note: Only one chargeback can be submitted per transaction.
If a chargeback is submitted under the wrong reason, the transaction may not be reversible.
What happens next?
To protect you and your data, your Visa debit card will be blocked and replaced with a new card.
Based on the information you provide, we will send you a questionnaire to fill out as soon as possible.
Once completed, your information and supporting documents will be forwarded to our banking partner Solaris SE, which will handle further processing.
After their review, you’ll receive a final update.
If your chargeback is approved, the funds are typically credited to your account within 1–3 business days.