Dispute & Chargeback Policy
How GeoPixo handles transaction disputes, refund requests, and payment chargebacks.
1. Raising a Dispute
Users who believe a transaction was executed in error or without authorization may raise a dispute within 48 hours of the transaction for GeoMarket trades, or within 7 days for primary market purchases. Disputes must be submitted through the in-platform Dispute Form accessible from the transaction record. Each dispute receives a reference number and an acknowledgement within 24 hours.
2. Review Timeline
All disputes are reviewed by the GeoPixo Operations team. Standard disputes are resolved within 10 business days. Complex disputes involving third-party verification or legal review may take up to 30 business days. Users are notified of progress at each stage. During review, the contested assets or funds may be temporarily frozen to preserve their integrity.
Grounds for Refund
- Unauthorized transaction (account compromise)
- Technical double-charge confirmed by logs
- Asset delisted before delivery was completed
- Platform error confirmed by technical review
Not Eligible for Refund
- Change of mind after purchase
- GPX value decline after purchase
- GeoMarket trades (buyer-seller agreed)
- Subscription fees after service was accessed
3. Payment Chargebacks
If a user initiates a chargeback with their payment provider (bank or card issuer), GeoPixo will respond to the chargeback with all available transaction evidence. Accounts with an initiated chargeback are suspended pending resolution. If the chargeback is found to be fraudulent or in bad faith, the account may be permanently suspended and the matter may be referred for legal action. Successful legitimate chargebacks are honoured and the corresponding GPX balance is voided.
4. Abuse Prevention
GeoPixo monitors for dispute and chargeback abuse patterns. Users who repeatedly submit unfounded disputes or chargebacks will receive a formal warning followed by account restriction. All dispute outcomes are final following the internal review process. Users who have exhausted the internal process may seek resolution through competent courts in the applicable jurisdiction.
Contact for Disputes
To submit a dispute, go to your Transaction History, locate the transaction, and click “Raise Dispute.” Alternatively, contact our support team via the Contact page. Please include your transaction ID, account email, and a description of the issue. Do not file a payment chargeback before first attempting platform resolution — we are committed to resolving valid issues promptly.