Chargeback: disputing a card payment

A chargeback isn't the first button to reach for — it's the last. It's your right to dispute a card payment through the bank that issued your card, and it's worth using only when a normal refund through us is impossible or has stalled.

In short

Always request a normal refund first — it's faster and doesn't involve the bank: see how to request a refund or open your booking in your account. A chargeback makes sense when a service wasn't provided, you were charged in error or twice, and you couldn't resolve it directly. A double charge is usually a hold that clears on its own: see double charge.

01 / What it isWhat a chargeback is

A chargeback is a dispute raised through your issuing bank (the one that issued your card) under the rules of the payment scheme — Visa, Mastercard or Mir. On your request, the bank reverses the disputed amount and asks the merchant to justify the payment. It's a cardholder-protection mechanism, not a way to simply change your mind: it needs grounds and evidence.

This is a last resortA chargeback opens a dispute between banks and usually takes longer than a normal refund. While the dispute is open, you can no longer request a refund through us for the same payment. So start with a normal refund, and only turn to the bank if that's impossible.

02 / WhenWhen a chargeback makes sense

Payment schemes recognise only a limited set of grounds. Below are the typical situations and what to do before you go to the bank.

Situation	Do this first	Chargeback a fit?
Service not provided	Request a refund via us, document the non-delivery	Yes, if a refund isn't possible
Charged twice	Check for a hold — see double charge	Rarely — it's usually a hold
Charged in error	Contact support	Yes, if a refund is refused
Changed your mind, non-refundable fare	Check the fare rules	No

A double charge is almost always a holdIf an amount looks like it was charged twice, one of the entries is usually an authorisation hold that the bank releases on its own within a few days. A chargeback isn't needed here — first check double charge.

03 / FirstWhat to do before the bank

01Open your booking in your account and check its status and cancellation terms.
02Request a normal refund — it's faster: how to request a refund.
03If the refund won't go through, contact support or call 8 800 1000-646, and get the reply in writing.
04Keep the correspondence, the receipt and any proof that the service wasn't provided — that's your evidence.

The fast path is through usAs a rule, a refund on the Sales.Travel side takes less time than a payment-scheme dispute. Before opening a dispute, give us a chance to sort it out: bot @sales_travel_bot or support by phone.

04 / HowHow to initiate a chargeback

Gather your documents

Prepare the receipt or statement showing the payment, your correspondence with us, and proof that the service wasn't delivered.

Contact your bank

A chargeback is filed with the issuing bank — through the app, the call centre or a branch. It's the cardholder who does this, not the merchant.

State your grounds

Clearly state the reason — service not provided, charged in error or twice — and attach your evidence.

Wait for the decision

The bank will review the claim under the scheme rules. The timeframe depends on the bank and the scheme — check with your issuer.

There's a deadline to fileYou can't file a chargeback at any time: scheme rules usually allow a window of roughly 120–540 days, depending on the grounds and the scheme. The exact term depends on your case — check with your bank and don't put it off.

05 / FAQFrequently asked

How is a chargeback different from a normal refund?

A normal refund is processed through us against the original payment — it's faster. A chargeback is a dispute through your issuing bank under scheme rules, and it's worth using only when a refund isn't possible.

I was charged twice — should I open a chargeback?

Probably not: one of the amounts is usually a hold that the bank releases on its own. First read double charge, and if you're still unsure, contact support.

What documents do I need for a chargeback?

Typically the receipt or statement showing the payment, your correspondence with us, and proof that the service wasn't provided. Your bank will ask for the full list; see also refund documents.

Can I get a non-refundable fare back via chargeback?

No. If the service was provided under the rules of the non-refundable fare you chose, changing your mind isn't grounds for a chargeback. Check the fare terms and ask support if you need to.

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