Vistar Technologies L.L.C-FZ is committed to transparent and accurate billing. This policy explains how to raise a payment concern, how we investigate it, and how card chargebacks are handled. It should be read alongside our Terms of Use and Refund and Cancellation Policy.
1. Contact us first
Most billing concerns are resolved quickly and directly. Before contacting your bank or card issuer, please write to [email protected] or call +971 55 597 2468. Raising a dispute with us first is usually faster than a formal chargeback, which can take several weeks to resolve through the card schemes.
2. Statement descriptor
Charges from Vistar appear on your card or bank statement with a descriptor identifying Vistar Technologies. If a charge looks unfamiliar, it may relate to a plan renewal, a milestone invoice, or a payment made by a colleague on behalf of your organisation. We are happy to confirm the details.
3. Raising a billing query
Include the following so we can locate the transaction:
- Your full name, company name, and contact details;
- The transaction date and amount, and the currency charged (AED or USD);
- The invoice number, plan name, or order reference if available;
- The last four digits of the card used, never the full card number;
- A clear description of the issue.
Please never send full card numbers, CVV codes, or PINs by email. Vistar will never ask you for them.
4. Our investigation process
- Acknowledgement within two (2) business days of receiving your query.
- Review of invoices, service records, delivery evidence, and payment processor records.
- Written outcome within seven (7) business days of receiving complete information. Complex cases involving third parties may take longer, and we will keep you updated.
- Resolution through correction of the invoice, credit against future services, or a refund to the original payment method where due.
5. Unauthorised or fraudulent transactions
If you believe a payment to Vistar was made without your authorisation, notify us immediately and also inform your card issuer so the card can be secured. We cooperate fully with card issuers, the payment service provider, and the relevant UAE authorities in investigating suspected fraud. Where a transaction is confirmed as unauthorised, the full amount is refunded to the original card.
6. Chargebacks
A chargeback occurs when you ask your card issuer to reverse a payment. When we receive notice of a chargeback we will:
- Review the transaction, the contracted scope, and the delivery record;
- Submit supporting evidence to the acquiring bank where the charge was valid, including signed proposals, accepted quotations, invoices, correspondence, delivery confirmations, access logs, and the accepted policy terms;
- Accept the chargeback without contest where our review confirms the charge was incorrect or the service was not delivered.
Chargebacks raised for services that were delivered as agreed are contested. Where a chargeback is found to be invalid, you remain liable for the original amount together with any chargeback handling fees charged to us by the acquiring bank, and Vistar may suspend delivery until the account is settled.
7. Duplicate and failed payments
Verified duplicate charges and charges for transactions that failed to complete are refunded in full to the original payment method, with no deduction.
8. Refund timelines
Approved refunds are submitted to the acquiring bank within ten (10) business days and typically appear on your statement within ten (10) to forty-five (45) business days, depending on your issuing bank. Refunds are always returned to the original payment method and in the original transaction currency.
9. Escalation
If you are not satisfied with the outcome of our review, you may escalate the matter in writing to our management team at [email protected] with the subject line "Payment Dispute Escalation". Unresolved disputes are governed by the laws of the United Arab Emirates and subject to the exclusive jurisdiction of the competent courts of Dubai.
10. Contact
Vistar Technologies L.L.C-FZ
Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates
Email: [email protected]
Phone: +971 55 597 2468