Our policy on tip transaction disputes, mistaken payments, fraud investigations, and the refund review process — including reconciliation with Ozow.
Tips submitted through the TipC platform are voluntary, discretionary payments made by customers to service workers. As such, tips are generally treated as final and non-refundable upon successful processing. This reflects the nature of tipping as a gratuitous payment.
However, ChAinge Logic recognises that errors, technical failures, and fraud can occur. We maintain a fair and transparent dispute process to address these circumstances. Refunds are evaluated on a case-by-case basis strictly against the criteria set out in this policy.
Key principle: A successfully processed, intentional tip is final. Disputes are considered only where there is credible evidence of a duplicate transaction, technical error, fraudulent activity, or an unauthorised payment.
A dispute may be raised in the following circumstances only:
Where a customer submits the same tip amount more than once within a short window due to a technical error, connectivity issue, or user interface confusion, the duplicate transaction(s) may be reviewed for reversal.
Eligibility: The duplicate must be identifiable against payment verification logs. Intentional multiple tips do not qualify.
Where a payment is debited from the customer's account but a corresponding successful transaction is not reflected in TipC's records (i.e., a payment was debited without a confirmed tip being registered), the transaction will be investigated.
In such cases, reconciliation with Ozow's payment records is performed to determine whether the debit was successful on the provider side, and if confirmed, whether the funds were received by ChAinge Logic. Refunds are only issued once this reconciliation confirms the discrepancy.
Where a customer believes a tip transaction was made without their authorisation (e.g., their device was used without consent or their payment credentials were compromised), they may submit a formal dispute.
Such claims are investigated in conjunction with Ozow's fraud management systems and, where applicable, the customer's banking institution. ChAinge Logic will cooperate fully with fraud investigations and will provide transaction logs as required. Resolution in these cases is subject to the findings of the investigation.
Not eligible for dispute: Change of mind, dissatisfaction with a service worker's performance after tipping, or failure to receive a perceived benefit in exchange for a tip do not constitute valid grounds for a refund. Tips are not consideration for goods or services.
To enable us to investigate efficiently, the following evidence is required depending on the type of dispute:
| Dispute Type | Required Evidence |
|---|---|
| Duplicate transaction | Bank statement showing both debits; transaction references for both payments |
| Payment debited but not reflected | Bank statement showing the debit; payment confirmation or reference number from Ozow |
| Fraudulent / unauthorised transaction | Affidavit or written statement; bank fraud reference number (if applicable); copy of reported incident |
| Technical error (wrong amount debited) | Bank statement; screenshot of the intended tip amount; transaction confirmation |
Disputes submitted without adequate evidence will be placed on hold pending documentation. We may request additional information during the investigation.
| Stage | Timeline | Status |
|---|---|---|
| Dispute acknowledgement | 2 business days | Guaranteed |
| Initial assessment | 5 business days | Guaranteed |
| Ozow reconciliation request | 3–5 business days (provider dependent) | Subject to provider |
| Final decision communicated | 10 business days from submission | Target |
| Complex / fraud investigations | Up to 30 business days | Extended |
| Approved refund processing | 5–10 business days after approval | Target |
All TipC payments are processed through Ozow, our payment service provider. When a dispute involves a question about whether a payment was received or correctly processed, ChAinge Logic initiates a formal reconciliation process with Ozow's transaction records.
During reconciliation, we match the transaction reference number, payment amount, timestamp, and payer metadata against Ozow's verified settlement logs. Refund eligibility is determined only after this reconciliation is completed and confirms a discrepancy. ChAinge Logic is unable to approve refunds for transactions that are confirmed as correctly settled by Ozow, unless Ozow independently processes a reversal.
Chargeback notices: If you initiate a chargeback with your bank or card provider in respect of a TipC transaction, this will be treated as a formal dispute. ChAinge Logic will submit Ozow transaction evidence and platform logs to the card scheme during the chargeback process. Fraudulent chargebacks may result in account suspension.