Help & Support / Disputing a payment

Disputing a payment

If something has gone wrong with a payment, there's almost always a faster and better outcome by working through us than by going straight to a chargeback. This article explains your options.

Before you raise a dispute

Most payment problems are solved in minutes with a quick conversation. Try these first:

Talk to the supplier. The majority of issues (mis-understood fee, wrong currency on a contract, or a last-minute date change) resolve within a single message thread.
Check your receipt. See How to view your payment receipt / invoice. Often the receipt clears up what was charged and why.
Talk to us. Contact us with the details. We deal with payment queries daily and can almost always resolve things without involving your bank.

Raise a chargeback only as a last resort. It's slow, often ends up being reversed, and sits on your record with your card issuer. Contacting us is usually faster and better.

What a chargeback is

A chargeback is when you ask your bank or card issuer to reverse a charge. The bank then asks the merchant (Stripe, on our behalf) to provide evidence. The typical timeline is several weeks and the outcome isn't guaranteed. If the chargeback is lost, the money stays with us and the dispute is closed; if it's won, the card is refunded.

How we help

When you contact us about a payment issue, we can:

Look up the exact amount, currency, and date of the charge.
Confirm which contract and event the payment relates to.
Check whether any refund is due (see Refunds: how they work).
Mediate with the supplier on your behalf.

If the payment was fraudulent

If you see a Gig Heaven charge you don't recognise at all (someone else may have used your card), contact your bank first to protect your card, then contact us with the charge date and amount. We'll look up what happened and refund if appropriate.

Contact us