Chargeback Policy

What is a chargeback?

A chargeback is a forced reversal of a card payment that your bank or card issuer initiates on your behalf, outside of FlightNeed's own refund process. Chargebacks exist mainly to protect cardholders against fraud, billing errors, and merchants who do not deliver what was paid for.

A chargeback is different from a refund request. A refund request asks FlightNeed to return money for a booking you are voluntarily changing or cancelling under the applicable fare rules. A chargeback asks your card network to reverse a charge because you believe it was unauthorized, incorrect, or that the paid-for service was not provided.

Card networks (Visa, Mastercard, American Express, and others) set the specific reason codes, evidence requirements, and deadlines for chargebacks. FlightNeed does not control this process once it is filed with your bank; we can only respond to it.

Before you file a chargeback

If something looks wrong with a charge, contact FlightNeed before contacting your bank. We can usually move faster than a card-network dispute, and starting with us does not reduce your right to file a chargeback later if we do not resolve it.

1. Open Manage booking or sign in to your FlightNeed account to confirm what the charge relates to.
2. Submit a payment case describing the charge, the amount, the date, and what you expected instead.
3. Keep the support case ID. Use Track support to follow the investigation.
4. If the charge is confirmed to be a duplicate, an error, or for a booking that was never fulfilled, FlightNeed initiates a refund through Razorpay to the original payment method. No chargeback is needed for this outcome.

Never share your card number, CVV, UPI PIN, one-time password, or online banking password with FlightNeed support or in a support message. We never need these to investigate a charge.

Reasons a chargeback is likely to succeed

These situations are the kind card networks generally side with the cardholder on, and FlightNeed will typically not contest them once verified:

• Unauthorized use. The card was used without your permission and you did not authorize or benefit from the booking.
• Duplicate charge. You were billed more than once for the same booking due to a processing or network error.
• Charged but not booked. Payment was captured but no booking, order reference, or service was ever created or delivered, and FlightNeed did not resolve this after being contacted.
• Amount does not match. You were charged a materially different amount than the total price shown and accepted at checkout, without a disclosed reason.

Reasons FlightNeed will contest a chargeback

These situations involve a service that was delivered as described, or an outcome outside FlightNeed's control. FlightNeed responds to chargebacks on these grounds with evidence, because reversing the charge would not be a valid dispute outcome:

• You recognize the charge but changed your mind. "Buyer's remorse" after a booking, service fee, or add-on was delivered as described at checkout is not a valid chargeback reason; use a cancellation request instead, which is subject to the applicable fare and fee rules.
• The airline or supplier caused the issue. Flight delays, cancellations, schedule changes, denied boarding, lost baggage, or in-flight service are controlled by the operating airline, not FlightNeed. FlightNeed will direct these disputes back to the correct party with supporting documentation.
• No-show or missed deadline. You did not travel, did not cancel before the airline's deadline, and the ticket became non-refundable under its fare rule.
• Service fee for work already performed. FlightNeed assistance fees are disclosed before you authorize payment and become non-refundable once the assistance work has started, except where law requires otherwise.
• A request was already resolved. A refund, credit, or documented resolution for the same charge was already provided or is actively in progress with your consent.

What happens after a chargeback is filed

FlightNeed does not control card-network timelines. If you need a status update, use Track support with your case ID rather than opening a new case.

Evidence FlightNeed may submit

When contesting an invalid chargeback, FlightNeed may provide the card network with records such as:

• The booking confirmation, order reference, and itinerary associated with the charge.
• The checkout screen showing the price, service fees, and terms you accepted before payment.
• Timestamped acceptance of the Terms and Conditions, this Chargeback Policy, and the Refund and Cancellation Policy.
• Delivery evidence, such as confirmation emails, ticket issuance records, or completed service-request records.
• Prior support correspondence about the same charge, including any resolution already offered.
• IP address, device, and session information associated with the transaction, where relevant to an unauthorized-use dispute.

This evidence is submitted to Razorpay and the relevant card network only, for the purpose of responding to the specific dispute. See the Privacy Policy for how FlightNeed handles this data more generally.

Effect on your account and open requests

A chargeback and a FlightNeed refund request cannot both pay out for the same charge. If you file a chargeback while a related cancellation or refund request is already open, FlightNeed pauses the parallel refund until the chargeback is resolved, to avoid a double refund.

While a chargeback is under review, FlightNeed may place a temporary hold on using the disputed payment method for new bookings, and may decline further assistance service requests tied to the disputed order until the dispute is resolved. This is a standard risk-management step and is not a statement about whether your dispute is valid.

Possible outcomes

Fraudulent or abusive chargebacks

Filing a chargeback for a charge you recognize and a service that was delivered as described, instead of using the refund or support process, is sometimes called "friendly fraud." FlightNeed treats a pattern of this kind seriously. Depending on the circumstances, FlightNeed may:

• Contest the chargeback with full evidence, including proof that the service was delivered and the terms were accepted.
• Suspend or close the account associated with the disputed charge.
• Decline future bookings or service requests from the same customer, payment method, or contact details.
• Where the amount and evidence support it, refer the matter for collection or to law enforcement.

Nothing in this section limits your right to file a legitimate chargeback for an unauthorized, incorrect, or undelivered charge.

Avoiding an unnecessary chargeback

• Review the total price, service fees, and cancellation terms shown at checkout before you pay; they are disclosed in full before Razorpay opens.
• Keep your booking confirmation and order reference; use them with Manage booking if anything looks wrong later.
• Contact FlightNeed support about a charge before contacting your bank; most disputes are resolved faster this way.
• For anything caused by the airline itself (delay, cancellation, baggage), contact the operating airline directly as well, since it controls that part of your trip.

Contact and escalation

For a suspected duplicate charge, unrecognized charge, or failed-but-billed payment, use Contact us and select a payment topic, or call the support number shown on this website. Keep your case ID and use Track support for updates.

Nothing in this policy limits any right you have under applicable consumer-protection or payment-card law, or under your agreement with your card issuer, to dispute a charge.