Terms of Service

Concierge test terms · October 2026

These terms apply to the ChargebackDesk website (thechargebackdesk.com) and to the ChargebackDesk concierge evidence-packet service (the "Service"). If you engage us for packets, you also sign our Concierge Packet Service Agreement (the "Agreement"). Where the Agreement and these terms differ, the Agreement controls.

1. What we do

We prepare chargeback / dispute evidence packets for Stripe disputes involving digital goods — online courses, SaaS, software and plugins, and other digital products. You provide the underlying materials: dispute records, receipts, access and usage logs, license records, customer communications, and policy pages, exported by you from your own Stripe Dashboard and business systems. We assemble them into a structured packet matched to the dispute's reason code, flag anything missing or conflicting, and return the finished packet to you.

2. What we don't do

• We don't submit anything without your approval. Nothing is submitted without the merchant's explicit per-case approval. How that approval works depends on the path:
  • Manual path (exports only — the only path today): you review the packet and submit it yourself in your own Stripe Dashboard.
  • Connected path (if and when we offer it): you review the packet and click "Approve & submit" on that case, and ChargebackDesk transmits the exact packet you reviewed. Without that click on that case, nothing is submitted.
• We don't take credentials. On every path, we never ask for — and will refuse — your Stripe password, your secret API key (sk_), bank credentials, card numbers, or access to your inbox or helpdesk. Today the Service works from exports only, 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, limited to five permission areas (read and write for disputes and dispute files; read-only for charges, customers, and events), which you can revoke at any time — and nothing is submitted until you approve that case as described above. If anyone claiming to be ChargebackDesk asks for anything beyond this, it is not us.
• We don't give legal advice. The packets, the free checker, and the guides on this site are practical guidance drawn from Stripe's public dispute documentation, not legal advice.
• We don't serve every business. The Service is for digital-goods sellers. We decline businesses on Stripe's Prohibited and Restricted Businesses list, physical-goods sellers, and any case or account that fails our screening.

3. No outcome guarantee

We do not guarantee that any dispute will be won, that any particular rate of success will be achieved, or that any funds will be returned. Disputes are decided by card networks and issuing banks, and honest, complete packets sometimes lose. What we promise is the work: packets built only from your sourced records, delivered on the timelines in our intake terms, or a refusal that tells you exactly why.

4. Evidence integrity — refuse, never invent

We build packets only from materials you provide or verify. We never invent, alter, backdate, reconstruct, or embellish evidence. Every exhibit in a packet names its source. If the evidence is missing, inconsistent, or insufficient — or if your records show the customer is right — we refuse the packet, tell you why, and do not charge for it. You can audit any packet against its source materials on request.

5. Your responsibility for accuracy

Under Stripe's Services Agreement you remain responsible to Stripe for every dispute response submitted under your account, including the accuracy of all content and evidence. Using our Service does not transfer that responsibility. You agree that the materials you send us are truthful and complete to the best of your knowledge, that you will not send us selectively trimmed records (for example, a support thread with unfavorable messages removed), and that you will review each packet before submitting or approving it. If we learn that materials were altered or trimmed, we will stop work on the case.

6. Fees

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, with no minimum and no maximum, invoiced when the recovery lands. Invoices are due 14 days after issue. Refused packets are never charged our fee, and our fee is $0 on disputes you handled yourself. Any change to this fee model applies to you only if you agree to it in writing at the time. The fee is a price for our work, not a prediction of any outcome.

7. Deadlines and turnaround

Stripe's evidence due-by date is the most important fact in every case. When we have your case at least 4 days (96 hours) before Stripe's due-by, we deliver your packet at least 72 hours before it. With fewer than 96 hours left we decline the case, and our fee is $0. You are responsible for submitting the packet in Stripe — or, on the connected path, approving it — before the due-by date; a packet delivered to you does not extend Stripe's deadline.

8. Your data

We use the materials you send only to prepare packets for you. We never sell your data, never use it to train AI models, and never use it for advertising. We delete your dispute data and evidence files within 30 days after each case closes, and any remaining data within 30 days after the Agreement ends, keeping only invoices and the Agreement itself for accounting and legal records. Full details are in our Privacy Policy.

9. The free checker and guides

The Dispute Evidence Checker runs in your browser: your answers, dates and score are never sent to us. The site does send a few anonymous usage events to our own application (for example, that a page was viewed or the checker was completed, with the dispute category) — see the Privacy Policy. Its completeness score measures how complete your evidence is against our checklist — it is not a prediction of whether you will win. The checker and guides are provided "as is," for information only.

10. Liability

If a loss is caused by our error — evidence we mishandled, misassembled, or misrepresented contrary to section 4 — the Agreement sets out our responsibility for it and the cap on our total liability. Neither party is liable for indirect or consequential damages except as the Agreement states. For visitors who use only the free checker and guides, to the maximum extent the law allows, these are provided without warranties of any kind, and we are not liable for decisions you make based on them.

11. Ending the Service

Either of us may stop at any time, for any reason, by email notice. When the Service ends we start no new work. If a packet is in progress, we finish and deliver it when you ask us to in writing and its Stripe due-by still allows it. Otherwise we stop and tell you where it stood and its due-by, so you can respond yourself. We charge nothing for a packet we did not deliver. Our fee (section 6) still applies to a win on a packet we delivered, including a recovery that lands after the Service ends, within that dispute's lifecycle. We apply the deletion terms in section 8 to everything remaining. The one exception is the dispute ID, amount and outcome needed to confirm and invoice such a win, which we keep until that dispute closes.

12. Changes to these terms

If we make material changes, we will post the new terms here and notify active merchants by email before they take effect. Changes never apply retroactively to packets already delivered.

13. Contact

Questions about these terms: hello@thechargebackdesk.com. Case materials: packets@thechargebackdesk.com.