The service agreement, in full

ChargebackDesk — Concierge Packet Service Agreement

Final text — approved by the founder (Dheeraj Kumar) on 2026-10-13. Version concierge-2026-10-13-final.

Between ChargebackDesk ("we," "us") and the merchant named below ("you," "Merchant"). Effective on the date both parties accept it.

1. What we do (scope).

We prepare chargeback/dispute evidence packets for your Stripe disputes involving digital goods. You provide the underlying materials (dispute notices, order records, access/usage logs, customer communications, policy pages — exported by you from your own systems and Stripe dashboard). We assemble them into a structured evidence packet matched to the dispute's reason code, flag anything missing or conflicting, and return the finished packet to you. You review every packet before anything is submitted, and nothing is submitted without your explicit approval for that case. On the standard path, you submit the packet to Stripe yourself. On every path, we never ask for, and will refuse if offered, your Stripe login or password, your secret API key (sk_), or bank credentials. Today this service works only from the exports you send us, and we also refuse restricted API keys. If we later offer an optional connected path, it will work only through a restricted key you create in your own Stripe Dashboard. That key is limited to five permission areas (read and write for disputes and dispute files; read-only for charges, customers, and events), you can revoke it at any time. On that path, you review the packet in our app and click 'Approve & submit' — that click authorizes us to transmit the exact packet you reviewed to Stripe on your behalf. We never submit automatically, and never without that approval.

2. Packet fee.

Our fee is 20% of what you recover, charged only if you win. If you lose or we decline, our fee is $0. Stripe's own dispute fees are separate. The fee is 20% of the amount actually recovered on a dispute we prepared a packet for, charged only if you win, with no minimum and no maximum, invoiced when the recovery lands. Invoices are due 14 days after issue. A packet we refuse under §4 is not charged. Any change to this fee model applies only if you agree to it in writing at the time.

3. No outcome guarantee.

We do not guarantee that any dispute will be won, that any particular win rate will be achieved, or that funds will be reinstated. Dispute outcomes are decided by the card networks and issuing banks. Our fee model (§2) is the extent of our alignment — never a promise of results.

4. Evidence integrity — our commitment.

We build packets only from materials you provide or that you verify. We never invent, alter, backdate, or embellish evidence. If the available evidence is missing, inconsistent, or insufficient, we will refuse the packet and tell you why, rather than submit a packet we can't stand behind. You can audit any packet against its source materials on request.

5. Your responsibility for accuracy.

Under Stripe's Services Agreement, you remain the Stripe "User" and are responsible to Stripe for all dispute responses submitted under your account, including the accuracy of all content and evidence — using a third-party service does not transfer that responsibility. You agree that materials you provide us are truthful and complete to the best of your knowledge, and that your final review and approval of each packet is your own act. If a loss is caused by our error — evidence we mishandled, misassembled, or misrepresented contrary to §4 — we will indemnify you for that loss, up to the disputed amount of the affected dispute(s) and not subject to the general cap in §7. You indemnify us for losses caused by false or incomplete materials you provided.

6. Your data — handling and deletion.

We use your data only to prepare dispute packets for you. We never sell it, share it with third parties (other than the tools needed to operate this service), or use it to train models. We encrypt it in transit, and data stored in our case application (the Cloudflare D1 database and R2 file storage) is also encrypted at rest by Cloudflare. We limit access to the people/systems working on your packets, and notify you within 48 hours if we learn of unauthorized access to your data. We delete your dispute data and evidence files within 30 days after each case closes (and all remaining data within 30 days after this agreement ends), except copies we must retain for accounting/legal records, which are limited to invoices and this agreement. You may request earlier deletion at any time.

7. Liability cap.

Our total liability under this agreement is capped at the greater of $1,000 or the fees you paid us in the 12 months before the claim. This cap does not apply to losses caused by our fraud or willful misconduct, or to our indemnity in §5, which carries its own limit stated there. Neither party is liable for indirect or consequential damages except as stated in §5.

8. Eligibility.

You represent that your business is not on Stripe's Prohibited and Restricted Businesses list, and that you sell digital goods/services (the segment this service is built for). We may decline or stop work on any case or account that fails this screening.

9. Term and termination.

This agreement runs for the concierge test period unless either party ends it — either of us may terminate at any time, for any reason, by email notice. On termination we start no new work. Packets in progress: if you ask us in writing to finish a specific packet and its Stripe due-by still allows it, we finish and deliver it. Otherwise we stop work on it and tell you in writing where it stood and its due-by, so you can respond yourself. We charge nothing for a packet we did not deliver. Fees after termination: the §2 fee applies only to wins on packets we delivered, including a recovery that lands after termination within that dispute's lifecycle (through Stripe's final decision on that dispute). No other fee arises from termination. Data: §6 deletion applies to all remaining data, except the dispute ID, amount and outcome record needed to confirm and invoice a post-termination win. We keep those until that dispute closes, then delete them under §6. Sections 2 (for wins on delivered packets), 5, 6, and 7 survive termination.

10. General.

This is the whole agreement for the concierge test. Changes must be in writing. If Stripe changes its terms in a way that materially affects this service, we may pause or modify the service with notice to you. This agreement is governed by the laws of the State of Washington.

Where these pages and the agreement differ, the agreement controls (Terms). The liability cap (§7) and governing law (§10) are set in the agreement; changing either is a founder decision and arrives only as a new version label.