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Payment Disputes and Chargebacks

What happens when a payment is disputed and how it affects your TripCity account.

Overview

If you dispute a TripCity charge with your bank or card provider, this triggers a formal chargeback process. Chargebacks have serious consequences and immediately affect your ability to use the platform.

What Is a Payment Dispute

A payment dispute, also known as a chargeback, occurs when you contact your bank to reverse a charge instead of resolving the issue through TripCity.

Once a dispute is filed:

  • Your bank opens an investigation.

  • TripCity is notified by the payment processor.

  • Your account is restricted to reduce financial and fraud risk.

What Happens to Your Account

When a dispute is submitted:

  • Your TripCity account is temporarily disabled.

  • You cannot make new bookings.

  • You cannot extend rentals.

  • You lose access to most platform features.

These restrictions remain in place until the dispute is fully resolved.

If You Are in an Active Rental

If your account is disabled due to a dispute and you are in an active rental:

  • You must return the vehicle immediately.

  • Failure to return the vehicle may result in:

    • Additional fees

    • Escalation by the owner

    • The vehicle being reported as stolen

Filing a dispute does not pause rental obligations.

Why Disputes Trigger Restrictions

  • Chargebacks create legal and financial risk.

  • They bypass TripCity’s resolution process.

  • Banks require time to investigate and determine outcomes.

For these reasons, TripCity restricts access until the dispute is cleared.

How to Restore Your Account

The only way to regain access to your TripCity account is to:

  1. Contact your bank or card provider.

  2. Withdraw or cancel the dispute.

  3. Confirm with your bank that the dispute has been officially dropped.

  4. Notify TripCity once your bank confirms the resolution and send the official notice.

Important Timing Notice

Even after a dispute is canceled, there is a mandatory waiting period with TripCity’s payment processor, Stripe.

  • Stripe controls dispute resolution timelines.

  • TripCity cannot expedite this process.

  • In some cases, dispute resolution can take 30 days or longer to fully clear.

Your account will remain restricted until Stripe confirms the dispute is resolved and the funds are released. Once confirmation is received, TripCity will begin the account reinstatement process (if applicable).