Terms of Service — ChargeX Disputes

1. Acceptance of Terms

By accessing or using the ChargeX Disputes platform, website, or any related services (collectively, the “Services”), you agree to be bound by these Terms of Service (“Terms”). If you are using the Services on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms. If you do not agree to these Terms, do not use the Services.

These Terms constitute a legally binding agreement between you (“Merchant,” “you,” or “your”) and ChargeX Disputes, Inc. (“ChargeX,” “we,” “us,” or “our”), a Delaware corporation. Your continued use of the Services constitutes ongoing acceptance of any updates to these Terms.

2. Description of Services

ChargeX Disputes provides a technology-enabled chargeback management platform that includes, but is not limited to:

Alerts: Pre-dispute notifications via the Ethoca and Verifi networks, enabling merchants to issue refunds and prevent chargebacks before they reach the formal dispute stage.
Deflection: Real-time dispute deflection tools that intercept and resolve chargebacks at the processor level before they are officially filed.
Recovery: AI-powered dispute representation that builds and submits evidence packages on your behalf to contest chargebacks through formal arbitration channels.
Analytics: A reporting dashboard providing visibility into dispute trends, win rates, revenue recovery, and risk signals.

ChargeX reserves the right to modify, suspend, or discontinue any aspect of the Services at any time with reasonable notice to active users.

3. Account Registration

To access the Services, you must create an account by providing accurate, current, and complete information as prompted during registration. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

You agree to:

Provide truthful, accurate, and current registration information at all times.
Promptly update your account information to keep it accurate and complete.
Notify ChargeX immediately at info@chargexdisputes.com of any unauthorized use of your account or any other security breach.
Not share your account credentials with any third party or allow any third party to access the Services using your account.

ChargeX reserves the right to suspend or terminate any account that provides false, misleading, or incomplete information, or that violates these Terms.

4. Fees and Payment

ChargeX operates on a strictly performance-based pricing model. You will not be charged any setup fees, monthly subscription fees, or retainer fees of any kind. Our sole fee is a 20% success commission applied only to the dispute amount recovered on your behalf when a chargeback is successfully won or a pre-dispute alert results in a retained sale.

Key billing terms:

Fees are calculated and invoiced on a monthly basis for all disputes resolved in the prior calendar month.
Payment is due within 30 days of invoice date. Overdue balances accrue interest at 1.5% per month.
ChargeX reserves the right to suspend Services for accounts with outstanding balances exceeding 60 days past due.
All fees are non-refundable once a dispute has been submitted to a card network or issuing bank on your behalf.
ChargeX does not charge fees on disputes that are lost, withdrawn, or abandoned.

5. Service Level Commitments

ChargeX targets the following service levels for active merchant accounts in good standing:

Platform Uptime: 99.5% monthly uptime for the merchant dashboard and API endpoints, excluding scheduled maintenance windows communicated at least 48 hours in advance.
Dispute Response Time: Evidence packages submitted within 3 business days of receiving a dispute from your processor, subject to timely receipt of required merchant data.
Alert Response Time: Ethoca and Verifi alerts actioned within 4 hours of receipt during business hours (9 AM – 6 PM PT, Monday – Friday).
Support Response: Initial response to support tickets within 4 business hours for standard inquiries; within 1 hour for urgent matters flagged as critical.

Service level commitments are targets, not guarantees. ChargeX shall not be liable for failure to meet these targets due to circumstances outside its reasonable control, including card network delays, processor downtime, or force majeure events.

6. Privacy and Data

Your use of the Services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Services, you consent to the collection, use, and sharing of your information as described in the Privacy Policy.

You grant ChargeX a non-exclusive, worldwide, royalty-free license to access, process, store, and use your transaction data and dispute information solely for the purpose of providing the Services. ChargeX will not sell your individual merchant data to third parties. Aggregated, anonymized data may be used to improve our platform and publish industry benchmarks.

7. Intellectual Property

All rights, title, and interest in and to the Services — including all software, algorithms, AI models, user interfaces, documentation, branding, and content — are and shall remain the exclusive property of ChargeX Disputes, Inc. and its licensors. These Terms do not grant you any right, title, or interest in the Services beyond the limited license to use the platform for your own chargeback management purposes.

You retain all rights to your own transaction data, customer data, and merchant information. You agree not to reverse engineer, decompile, copy, or create derivative works from any part of the ChargeX platform.

8. Limitation of Liability

To the maximum extent permitted by applicable law, ChargeX and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages — including but not limited to lost profits, lost revenue, loss of data, or business interruption — arising out of or in connection with your use of the Services, even if ChargeX has been advised of the possibility of such damages.

ChargeX's total cumulative liability to you for all claims arising out of or relating to these Terms or the Services shall not exceed the total fees paid by you to ChargeX in the twelve (12) months immediately preceding the claim giving rise to liability.

Some jurisdictions do not allow the exclusion of certain warranties or the limitation or exclusion of liability for incidental or consequential damages. Accordingly, some of the above limitations may not apply to you.

9. Termination

Either party may terminate these Terms and close the associated account at any time, for any reason, by providing written notice. Termination by you takes effect at the end of the current billing cycle. ChargeX may terminate or suspend your account immediately, without prior notice or liability, if:

You materially breach any provision of these Terms and fail to cure the breach within 10 days of written notice.
You engage in fraudulent activity, misrepresent dispute circumstances, or submit falsified evidence.
Your account becomes subject to legal proceedings, insolvency, or bankruptcy.
ChargeX is required to do so by law, court order, or card network mandate.

Upon termination, your right to access the Services ceases immediately. All outstanding fees for work completed prior to termination remain due and payable.

10. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions. Any dispute arising out of or relating to these Terms or the Services shall be resolved exclusively in the state or federal courts located in San Francisco County, California. You hereby consent to personal jurisdiction in such courts and waive any objection to the laying of venue in such courts.

11. Changes to These Terms

ChargeX reserves the right to modify these Terms at any time. When we make material changes, we will notify you by email to the address associated with your account and by posting a prominent notice on our website at least 30 days before the changes take effect. Your continued use of the Services after the effective date of updated Terms constitutes your acceptance of the revised Terms.

12. Contact Information

If you have any questions about these Terms, please contact us:

Email: info@chargexdisputes.com
Web: chargexdisputes.com/contact