Dispute & Chargeback Policy

1. Purpose

This Dispute & Chargeback Policy outlines the procedure for raising lead quality disputes, billing disputes, and the company's position regarding payment reversals, chargebacks, and unauthorised payment claims. By purchasing leads or using any services provided via network.gapgnx.com, you agree to comply with this policy in full.

2. Lead Quality Disputes

If you believe a lead you have claimed does not meet the stated qualification standards, you may submit a dispute through the platform. The following rules apply:

3. Call Recording Review

The call recording serves as the primary evidence in dispute resolution. If the recording confirms that the lead was correctly qualified and the information provided matches the lead record, the dispute will be rejected. If the recording reveals discrepancies or qualification failures, the dispute will be upheld.

4. Dispute Resolution Process

All disputes are reviewed by a GAP GNX administrator. The resolution process works as follows:

You will be notified of the dispute outcome via email and in-app notification. Administrator notes explaining the resolution decision are recorded against the lead for transparency. We aim to resolve all disputes within 2 business days of submission.

5. Billing Disputes

If you believe a charge has been made in error — for example, a duplicate payment or an incorrect amount — you must:

1. Notify us in writing within 7 calendar days of the transaction date.
2. Provide your account email address, the Stripe transaction reference or invoice number, and a clear explanation of the issue.
3. Supply any supporting documentation relevant to the dispute.

Billing disputes submitted outside of this 7-day timeframe may not be considered. All services remain active and payable during the dispute review period unless otherwise agreed in writing.

6. Internal Resolution Requirement

For lead quality issues, use the in-platform dispute system within the dispute window. For billing or payment issues, contact us at the email address provided in your account correspondence.

7. Chargebacks & Payment Reversals

Where a chargeback is initiated without prior internal resolution:

• Immediate suspension of your GAP GNX account may occur.
• Access to all lead records, claimed leads, and platform features may be restricted.
• An administrative fee of £50 may be applied to cover processing and investigation costs.
• Any outstanding balances become immediately due in full.

We reserve the right to recover unpaid amounts through lawful means, including debt recovery proceedings or legal action. All payments are processed securely through Stripe and full transaction records are retained.

8. Fraud & Unauthorised Payment Claims

If a payment is claimed as fraudulent or unauthorised:

• We may request identity verification and supporting evidence from the account holder.
• Relevant account logs, IP records, Stripe transaction metadata, and platform activity records may be provided to payment processors or financial institutions.
• Accounts may be permanently terminated where fraudulent activity is suspected.

Submitting a knowingly false fraud claim may constitute financial abuse and may be pursued accordingly under applicable law.

9. Refund Eligibility

Refunds are provided only in the following circumstances:

• A lead quality dispute is upheld by a GAP GNX administrator following call recording review.
• A verified billing error has occurred (e.g. duplicate charge).

Refunds are not provided for:

• Leads that have been claimed and where the dispute window has expired without a dispute being raised.
• Leads where the adviser has already contacted the client or used the lead information.
• Subscription fees for the Adviser Licence (£95 inc VAT/month) — these are non-refundable for the current billing period.
• Pension tracing add-on fees (inc VAT) once the tracing service has been activated.
• Account suspensions resulting from Terms of Service violations.
• Partial billing periods or unused subscription time.

It is the customer's responsibility to cancel recurring subscriptions prior to renewal dates. Failure to cancel before renewal does not constitute grounds for a chargeback or refund.

10. Evidence Retention

We retain comprehensive records to support legitimate billing and defend against improper disputes. These records include, but are not limited to: Stripe transaction records, qualification call recordings, lead claim timestamps, platform activity audit logs, IP address logs, email correspondence, and dispute submission history. All data is retained in accordance with our data protection obligations and applicable UK regulations including GDPR.

11. Right to Amend

We reserve the right to amend this policy at any time. Updated versions will be published on network.gapgnx.com. Continued use of the platform following any amendments constitutes acceptance of the revised policy.