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

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

Updated on: 13/08/2026