> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.monis.rent/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Payment Disputes & Chargebacks — How They Work

At monis, we want every rental to go smoothly. If something ever looks wrong with a charge, here's how it works — and why coming to us first is always the fastest fix.

## What is a bank dispute (chargeback)?
A dispute — also called a chargeback — is when you ask your **bank or card issuer** to reverse a payment instead of contacting us. Your bank pulls the funds back while they investigate, and the case is decided by the card network — not by us, and not by you.
People open disputes for different reasons:
* They don't recognise a charge on their statement
* They think they were charged the wrong amount
* They believe an item wasn't delivered or wasn't as described
* Or, in some cases, they want their money back after already receiving the service

## Contact us first — it's the faster fix
A dispute is the **slowest** way to solve a payment problem. Once one is filed:
* It can take **60–90 days** to resolve
* The outcome is decided by your bank, not by a person you can actually talk to
* Even a simple issue — a wrong amount, a delivery question — gets locked into a formal process with no shortcut
If you message our support team instead, we can almost always fix it within hours: a refund, a correction, a replacement — whatever's needed.
**Talk to us before your bank. It's faster for you and cleaner for everyone.**
📩 [support@monis.rent](mailto:support@monis.rent)

## How we recognise and handle disputes
When a dispute is filed, our payment processor (Stripe) notifies us automatically. From that moment:
* A **non-refundable processing fee is charged to us immediately** — regardless of who is right, and even if the dispute is later resolved in our favour.
* We have a **short window (typically 7–21 days)** to respond with evidence.

We keep detailed records for every rental, including:
* **Proof-of-delivery photos** with timestamps
* **Identity / ID verification** where applicable
* The **rental agreement and payment collection** you accepted at checkout
* Delivery, pickup, and support communication logs

So legitimate charges are always well documented. If a dispute is invalid, we contest it with this evidence — and we win.

## A note on invalid disputes
The vast majority of our customers are honest, and **genuine issues are always welcome** — just bring them to us directly and we'll make it right.
Filing a dispute for a charge you know is valid — for example, claiming an item wasn't received when it was — is a form of payment fraud. We take this seriously:
* We contest invalid disputes with full documentation.
* Repeated or clearly abusive disputes can lead to **suspension of your monis account** and loss of access to the platform.

## The bottom line
If anything about a payment doesn't look right, **message us first**. We're here to sort it out — quickly, fairly, and without the hassle of a bank dispute.
📩 [support@monis.rent](mailto:support@monis.rent)