1. Introduction
This Chargeback & Dispute Management Policy (“Policy”) outlines the operational procedures, responsibilities, and dispute-handling framework applicable to customer transaction disputes, chargebacks, refund-related claims, and operational payment disagreements arising within the KeynoBite platform ecosystem.
KeynoBite is a restaurant commerce and operational technology platform operated by Keynoverse FZC.
This Policy applies to:
- customers,
- restaurant partners,
- merchants/vendors,
- platform users,
- and operational transaction workflows conducted through the KeynoBite ecosystem.
By using the platform, all parties acknowledge and agree to the principles described in this Policy.
2. Nature of the Platform
KeynoBite operates solely as:
- a SaaS platform provider,
- restaurant commerce infrastructure provider,
- operational workflow system,
- and technology integration layer.
KeynoBite itself does not operate as:
- a payment service provider (PSP),
- settlement intermediary,
- wallet operator,
- acquiring institution,
- or merchant-of-record for restaurant/vendor customer transactions.
Restaurants/vendors onboarded onto the platform operate as independent business entities and remain directly responsible for their customer transactions.
3. Independent Merchant Responsibility
All restaurant/vendor transactions remain transactions directly between:
- the customer,
- and
- the respective restaurant/vendor.
Restaurants/vendors remain solely responsible for:
- product quality,
- order fulfillment,
- customer service,
- operational disputes,
- delivery performance,
- refunds,
- and transaction-related obligations relating to their own customers.
Where payment functionality is enabled:
- merchants may maintain direct relationships with licensed PSP providers,
- and settlements occur directly between the PSP and the merchant/vendor.
KeynoBite does not hold, custody, intermediate, or settle merchant transaction funds.
4. Chargebacks & Payment Disputes
A chargeback or payment dispute may arise where a customer disputes a transaction through:
- a card issuer,
- bank,
- payment provider,
- or applicable PSP.
Disputes may include matters relating to:
- unauthorized transactions,
- duplicate charges,
- order fulfillment issues,
- non-delivery claims,
- damaged items,
- refund disagreements,
- or operational disputes.
Chargeback handling remains subject to the policies and procedures of the applicable PSP, bank, card network, or financial institution.
5. Operational Role of KeynoBite
KeynoBite may assist operationally in dispute coordination by:
- facilitating communication,
- providing available order records,
- maintaining operational logs,
- assisting merchants with workflow information,
- and supporting platform-related operational clarification.
However, KeynoBite itself:
- does not adjudicate financial disputes,
- does not control PSP decisions,
- does not guarantee dispute outcomes,
- and does not act as the financial intermediary for merchant customer transactions.
Final dispute decisions may remain subject to:
- the applicable PSP,
- issuing bank,
- acquiring institution,
- or card network rules.
6. Merchant Responsibilities
Restaurant Partners and merchants remain responsible for:
- maintaining accurate order records,
- ensuring lawful operations,
- responding to customer disputes,
- cooperating with PSP investigations,
- handling refund requests appropriately,
- and maintaining acceptable operational practices.
Merchants may be required to provide supporting evidence including:
- order confirmations,
- fulfillment records,
- delivery status information,
- customer communications,
- receipts,
- refund documentation,
- or operational logs.
Failure to cooperate with dispute handling procedures may result in:
- platform restrictions,
- operational review,
- suspension,
- or account termination.
7. Customer Responsibilities
Customers are responsible for:
- providing accurate information,
- reviewing orders before confirmation,
- promptly reporting operational issues,
- and engaging in lawful use of the platform.
Customers should attempt to resolve operational issues directly with the respective restaurant/vendor where reasonably possible before initiating formal payment disputes.
Fraudulent, abusive, or intentionally false dispute activity may result in:
- account suspension,
- restricted access,
- operational review,
- or additional verification measures.
8. Refund Coordination
Refund eligibility may vary depending on:
- merchant policies,
- operational circumstances,
- order status,
- applicable laws,
- and PSP/payment provider procedures.
Refund requests relating to restaurant/vendor operations remain primarily under the responsibility of the respective merchant.
KeynoBite may operationally facilitate communication or workflow coordination but does not independently guarantee refund approval.
9. Fraud Prevention & Abuse Monitoring
KeynoBite reserves the right to monitor operational patterns relating to:
- excessive chargebacks,
- suspicious refund behavior,
- fraudulent disputes,
- account abuse,
- operational manipulation,
- or misuse of platform systems.
Where elevated operational risk is identified, KeynoBite may:
- conduct operational reviews,
- request additional verification,
- restrict functionality,
- suspend access,
- or terminate accounts.
10. PSP & Third-Party Payment Providers
Payment disputes may involve third-party PSPs, banks, or payment networks operating independently from KeynoBite.
KeynoBite is not responsible for:
- PSP operational decisions,
- settlement reversals,
- card network rulings,
- payment provider delays,
- or financial institution actions.
Users remain subject to the policies and compliance frameworks of their respective payment providers.
11. Record Retention
KeynoBite may maintain operational records, logs, and transaction-related metadata for purposes including:
- fraud prevention,
- dispute coordination,
- operational analysis,
- security monitoring,
- and legal compliance.
Retention periods may vary based on operational and legal requirements.
12. Limitation of Liability
To the maximum extent permitted by applicable law, KeynoBite shall not be liable for:
- chargeback losses,
- merchant operational disputes,
- customer financial losses,
- PSP actions,
- settlement reversals,
- indirect damages,
- or third-party payment provider decisions.
Restaurants/vendors remain solely responsible for their own operational conduct and customer transaction obligations.
13. Changes to This Policy
KeynoBite may update this Policy periodically to reflect:
- operational improvements,
- compliance requirements,
- PSP integration changes,
- platform updates,
- or legal developments.
Continued use of the platform constitutes acceptance of the revised Policy.
14. Contact
For chargeback management, dispute coordination, or operational inquiries:
Email: info@keynobite.com
Website: KeynoBite
Operated by: Keynoverse FZC