What is a Chargeback and why have fees been deducted from my account?
A chargeback is when a customer disputes a card payment and their card issuer reverses the transaction, taking the money back from your account. This process is typically initiated by the passenger through their bank or card provider.

Common reasons for chargebacks
There are a few common reasons why a customer might raise a chargeback:

1. Service Not Provided
This means the customer claims the journey never took place or they were charged despite not using the service.

2. Service Not as Described
In this case, the customer agrees they used the service but they claim it was not what they expected. For example, if the driver took a longer route or the vehicle did not meet agreed standards.

Sometimes these claims can be made mistakenly or even fraudulently.

Why have additional fees been deducted from my account?
When a chargeback occurs, additional charges may be applied:

• £15.00 admin fee: This is a fixed fee to cover the cost of processing and managing the chargeback.
• Card issuer fees: Banks and card companies may also charge their own fees when handling the dispute.

These deductions are unfortunately standard and are not set by CabCard directly.

Can I challenge a chargeback?
Absolutely. We’re here to help.

Many chargebacks can be successfully disputed, especially when there’s clear evidence the service was provided as described.

If the journey was booked through a fleet, there is usually strong data available to support your case, including:

• Booking logs: Who booked the journey and when.
• Dispatch records: When the vehicle was dispatched and arrived.
• Journey logs: Route taken, times, and duration of the trip.

All of this is excellent proof that the journey did take place and that the service matched the description.

What Should I Do Next?
If you receive a chargeback, CabCard will contact you directly.

It’s important that you respond to us quickly with any information or evidence you have. This can include booking confirmations, dispatch logs, journey details, or anything that proves the service was provided or matched the description.

The sooner you provide this, the better chance we have of successfully challenging the chargeback on your behalf.