Chargeback Policy

Effective date: 25 June 2026 · OF Luxury International.

A chargeback is a dispute you raise with your card issuer instead of with us directly. We respect your genuine consumer rights, and we also have a clear, firm process for handling disputes. By paying any fee to OF.luxury you agree to this policy as part of our Terms of Service.

1. Contact us first — this is a contractual requirement

If you have any issue with a charge, you must contact us first via our contact page and allow us a reasonable period (normally 1–5 working days) to resolve it. Raising a chargeback before contacting us is a breach of these terms. Working with us directly is faster (1–5 days) than a bank dispute (30–90 days) and almost always resolves the matter in your favour.

2. Legitimate grounds we will not contest

  • Unauthorised transaction — your card was used without your authorisation (please also notify your bank’s fraud line).
  • Duplicate charge — the same fee was billed twice in error.
  • Service not provided — where we, as concierge, failed to deliver the agreed service through no fault of yours.

In each of these cases, contacting us first means we will usually refund you immediately, without you needing a chargeback at all.

3. Wrongful chargebacks we will contest

The following are wrongful chargebacks and will be contested in full with documentary evidence:

  • Change of mind / buyer’s remorse — use our Refund & Cancellation Policy instead.
  • Dissatisfaction with a supplier — your complaint is with the venue, airline, hotel or charterer who provided the service, not with us as agent. We will help you raise it with them.
  • No-show or late cancellation — governed by the cancellation terms you accepted.
  • Membership fees after benefits have begun — membership is billed in advance and benefits start immediately; the fee is earned on commencement.
  • “Not as described” without specifics — we will respond with the written quote, confirmation and full correspondence on file.

4. Evidence we submit

When a chargeback is filed, we submit to the card network, within the required window: the written quote accepted by you; the booking or membership confirmation; full communication records (email, messaging apps, receipts); supplier confirmation that the service was rendered; and a copy of this policy and our Refund & Cancellation Policy.

5. Consequences of a wrongful chargeback

Where a chargeback is raised without first contacting us, or on a wrongful ground above, we reserve the right to:

  • Immediately suspend and terminate your membership and any active requests, with no refund.
  • Forfeit any Single Access credit, member benefits or goodwill balance.
  • Charge a reasonable administrative fee of £250 for handling the dispute.
  • Recover the disputed sum and our costs, and refer the matter to a debt-recovery agent.
  • Permanently decline future service to the client and connected parties.

6. Cryptocurrency

Cryptocurrency payments (BTC, USDT) are irreversible by design and cannot be charged back. Any refund due under our Refund & Cancellation Policy will be handled directly with us.

7. Friendly fraud

Where we believe a chargeback is a deliberate attempt to obtain the service without paying (“friendly fraud”), we will report it to the card network and, where appropriate, to Action Fraud and the relevant authorities, and add the account to a shared industry fraud record.

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OF Luxury International — registered in the United Kingdom.