Payment Disputes Policy

Contents

1. Purpose

This Payment Disputes Policy explains how Faro Elite Services LLC (“Faro Elite”, “Faro”, “we”, “us” or “our”) handles billing queries, payment disputes, chargebacks and payment-related concerns.

Our aim is to resolve any genuine payment issues promptly, fairly and transparently while protecting both our Clients and our business from fraud, billing errors and unnecessary payment disputes.

This Policy should be read together with our Terms & Conditions, Refund & Cancellation Policy, Travel & Supplier Policy and any quotation, invoice or Booking confirmation issued by Faro Elite.

Where there is any inconsistency between this Policy and our Terms & Conditions, the Terms & Conditions shall prevail unless expressly stated otherwise.

2. Scope

This Policy applies to all payments made to Faro Elite, including payments for:

  • Concierge Services;
  • Memberships;
  • Service Fees;
  • Supplier Charges processed through Faro Elite;
  • luxury procurement;
  • Travel Services;
  • event bookings; and
  • any other services supplied by Faro Elite.

3. Definitions

Unless otherwise defined in this Policy, capitalised terms have the meanings given in the Terms & Conditions.

For the purposes of this Policy:

Billing Query means any request for clarification regarding an invoice, quotation, payment or charge.

Chargeback means a payment reversal initiated through a card issuer, bank or payment provider.

Client means the individual or organisation purchasing services from Faro Elite.

Service Fee means Faro Elite’s professional fee for Concierge Services.

Supplier Charges means amounts payable to independent Suppliers for goods or services arranged on the Client’s behalf.

4. Our Commitment

Faro Elite is committed to:

  • issuing clear quotations and invoices;
  • providing transparent pricing wherever reasonably practicable;
  • responding to payment enquiries promptly;
  • investigating genuine billing concerns fairly;
  • correcting verified billing errors without unnecessary delay; and
  • complying with applicable legal and regulatory requirements.

We encourage Clients to contact us directly before escalating any payment concern to a bank or payment provider.

5. Billing Queries

If you believe that an invoice or payment is incorrect, please contact Faro Elite as soon as reasonably practicable.

Many concerns can be resolved quickly through clarification or correction without the need for a formal dispute.

Clients should raise billing queries promptly after receiving an invoice or identifying the issue.

Delays in reporting concerns may affect our ability to investigate certain matters, particularly where third-party Suppliers are involved.

6. Service Fees and Supplier Charges

Payments made to Faro Elite may include both:

  • Service Fees payable to Faro Elite for professional Concierge Services; and
  • Supplier Charges payable to independent Suppliers.

A dispute relating to one component does not automatically affect the other.

For example, a Client may dispute a Supplier Charge without disputing Faro Elite’s earned Service Fee, or vice versa.

Each component will be assessed independently in accordance with the applicable contractual terms.

7. Raising a Payment Dispute

Clients wishing to dispute a payment should submit their concern in writing.

Where possible, the request should include:

  • the invoice or Booking reference;
  • the payment date;
  • the amount disputed;
  • the reason for the dispute;
  • any supporting documentation; and
  • any relevant correspondence.

Providing complete information enables Faro Elite to investigate the matter more efficiently.

8. Investigation Process

Upon receiving a payment dispute, Faro Elite will undertake a reasonable investigation into the matter.

This may include reviewing:

  • quotations;
  • invoices;
  • payment records;
  • Booking confirmations;
  • correspondence;
  • Supplier documentation;
  • contractual terms;
  • Concierge work undertaken; and
  • any other relevant records.

Where appropriate, Faro Elite may contact the relevant Supplier to obtain further information before reaching a decision.

Clients agree to cooperate reasonably with any investigation and to provide any additional information requested where relevant to the dispute.

9. Resolution Timeframes

Faro Elite aims to acknowledge payment disputes as soon as reasonably practicable.

The time required to investigate a dispute will depend upon factors including:

  • the complexity of the matter;
  • the availability of supporting documentation;
  • responses from relevant Suppliers;
  • payment provider enquiries; and
  • any legal or regulatory obligations.

Where additional time is required, Faro Elite will endeavour to keep the Client informed of the investigation’s progress.

10. Billing Errors

If Faro Elite determines that a genuine billing error has occurred, we will take appropriate corrective action without unnecessary delay.

Depending upon the circumstances, this may include:

  • issuing a corrected invoice;
  • refunding any overpayment;
  • applying a credit to the Client’s account;
  • correcting duplicated charges; or
  • making any other appropriate adjustment.

Nothing in this Policy prevents Faro Elite from correcting obvious administrative or clerical errors.

11. Approved Refunds

Where a refund is approved following a payment dispute, it will ordinarily be processed using the original payment method.

Refunds remain subject to:

  • our Refund & Cancellation Policy;
  • applicable Supplier terms;
  • any earned Service Fees;
  • any contractual obligations; and
  • applicable legal requirements.

Processing times may vary depending on:

  • banking systems;
  • card issuers;
  • payment providers; and
  • international payment processing.

Faro Elite cannot control the processing times of third-party financial institutions.

12. Declined Disputes

A payment dispute may be declined where, after investigation, Faro Elite reasonably determines that:

  • the payment was correctly authorised;
  • the invoice accurately reflected the agreed charges;
  • the disputed amount relates to earned Service Fees;
  • the relevant Supplier acted in accordance with its contractual terms;
  • the Client accepted the applicable quotation or Booking confirmation;
  • sufficient evidence does not support the dispute; or
  • there is no contractual or legal basis for a refund.

Where reasonably practicable, Faro Elite will explain the basis of its decision.

13. Chargebacks

Before initiating a chargeback with a card issuer, bank or payment provider, Clients are encouraged to contact Faro Elite to seek an amicable resolution.

Many concerns can be resolved more quickly through our internal review process.

Where a chargeback is initiated, Faro Elite may provide relevant evidence to the payment provider, including:

  • accepted quotations;
  • invoices;
  • Booking confirmations;
  • correspondence;
  • payment records;
  • Supplier confirmations;
  • records of Concierge Services performed; and
  • any other documentation reasonably necessary to respond to the chargeback.

Initiating a chargeback does not automatically cancel any contractual obligations owed to Faro Elite.

14. Fraud Prevention

Faro Elite is committed to preventing payment fraud and protecting Clients from unauthorised transactions.

Where Faro Elite reasonably suspects fraudulent activity, we may:

  • request additional identity verification;
  • delay the processing of a transaction;
  • suspend services;
  • decline future Bookings;
  • terminate Memberships in accordance with the Terms & Conditions; or
  • report suspected unlawful activity to the appropriate authorities where required or permitted by law.

These measures are intended to protect both Clients and Faro Elite from financial crime and payment fraud.

15. Cooperation with Payment Providers

Where a payment dispute involves a bank, card issuer or payment service provider, Faro Elite will cooperate reasonably with any legitimate investigation.

This may include providing documentation relevant to the transaction, subject to applicable data protection and confidentiality obligations.

Clients acknowledge that Faro Elite cannot influence or control the independent decision-making processes of payment providers or financial institutions.

16. Recovery of Incorrect Refunds

If Faro Elite reasonably determines that a refund, credit or payment adjustment has been issued in error, we reserve the right to recover the incorrect amount.

Recovery may include:

  • issuing a corrected invoice;
  • offsetting the amount against future payments;
  • requesting repayment from the Client; or
  • exercising any other contractual or legal remedy available to Faro Elite.

Faro Elite will provide reasonable details of the correction before taking recovery action, except where immediate action is required to prevent fraud or financial loss.

17. Client Responsibilities

Clients are responsible for:

  • reviewing quotations, invoices and Booking confirmations promptly;
  • ensuring payment details are accurate;
  • notifying Faro Elite as soon as reasonably practicable of any suspected billing error or unauthorised transaction;
  • providing complete and accurate information when raising a payment dispute;
  • responding promptly to reasonable requests for further information; and
  • acting honestly and in good faith throughout the dispute resolution process.

Failure to provide requested information may delay or prevent the resolution of a payment dispute.

18. Unauthorised Transactions

If a Client believes that a payment has been made without their authorisation, they should notify Faro Elite and their payment provider immediately.

Where appropriate, Faro Elite may:

  • temporarily suspend further transactions;
  • request identity verification;
  • investigate the transaction;
  • cooperate with the relevant payment provider; and
  • take reasonable steps to minimise further loss.

Nothing in this Policy limits any statutory rights a Client may have in relation to unauthorised payment transactions under applicable law.

19. Records & Evidence

Faro Elite maintains records relating to payments, Bookings and Concierge Services to assist with billing enquiries and payment investigations.

These records may include:

  • quotations;
  • invoices;
  • payment confirmations;
  • Booking confirmations;
  • Supplier correspondence;
  • Client communications;
  • service records; and
  • other documentation relevant to the transaction.

Such records may be used, where appropriate and lawful, to investigate payment disputes, respond to chargebacks or comply with legal and regulatory obligations.

20. Policy Updates

Faro Elite may amend this Payment Disputes Policy from time to time to reflect:

  • changes to our services;
  • legal or regulatory developments;
  • payment industry requirements;
  • operational improvements; or
  • changes to our business practices.

The latest version of this Policy will be published on our website and will apply from its stated effective date unless otherwise required by applicable law.

21. Contact Us

If you have any questions regarding this Payment Disputes Policy or wish to raise a billing query or payment dispute, please contact:

Faro Elite Services LLC

4th Floor, The Docks 4
Caudan Waterfront
Port Louis
Mauritius

Email: info@faroelite.com

Website: https://faroelite.com

Faro Elite is committed to resolving genuine payment concerns promptly, fairly and professionally, and we encourage Clients to contact us directly so that we can work together towards an efficient resolution.