Legal Information
PAYMENT
DISPUTES
Legal Information
Version 1.0 | Effective Date: 14 August 2026
This Payment Disputes Policy explains how LIMITLESS CONCIERGE SERVICES - FZCO (“Limitless Concierge”, “Limitless”, “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 Limitless Concierge.
Where there is any inconsistency between this Policy and our Terms & Conditions, the Terms & Conditions shall prevail unless expressly stated otherwise.
This Policy applies to all payments made to Limitless Concierge, including payments for:
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 Limitless Concierge.
Service Fee means Limitless Concierge’s professional fee for Concierge Services.
Supplier Charges means amounts payable to independent Suppliers for goods or services arranged on the Client’s behalf.
Limitless Concierge is committed to:
We encourage Clients to contact us directly before escalating any payment concern to a bank or payment provider.
If you believe that an invoice or payment is incorrect, please contact Limitless Concierge 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.
Payments made to Limitless Concierge may include both:
A dispute relating to one component does not automatically affect the other.
For example, a Client may dispute a Supplier Charge without disputing Limitless Concierge’s earned Service Fee, or vice versa.
Each component will be assessed independently in accordance with the applicable contractual terms.
Clients wishing to dispute a payment should submit their concern in writing.
Where possible, the request should include:
Providing complete information enables Limitless Concierge to investigate the matter more efficiently.
Upon receiving a payment dispute, Limitless Concierge will undertake a reasonable investigation into the matter.
This may include reviewing:
Where appropriate, Limitless Concierge 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.
Limitless Concierge aims to acknowledge payment disputes as soon as reasonably practicable.
The time required to investigate a dispute will depend upon factors including:
Where additional time is required, Limitless Concierge will endeavour to keep the Client informed of the investigation’s progress.
If Limitless Concierge determines that a genuine billing error has occurred, we will take appropriate corrective action without unnecessary delay.
Depending upon the circumstances, this may include:
Nothing in this Policy prevents Limitless Concierge from correcting obvious administrative or clerical errors.
Where a refund is approved following a payment dispute, it will ordinarily be processed using the original payment method.
Refunds remain subject to:
Processing times may vary depending on:
Limitless Concierge cannot control the processing times of third-party financial institutions.
A payment dispute may be declined where, after investigation, Limitless Concierge reasonably determines that:
Where reasonably practicable, Limitless Concierge will explain the basis of its decision.
Before initiating a chargeback with a card issuer, bank or payment provider, Clients are encouraged to contact Limitless Concierge to seek an amicable resolution.
Many concerns can be resolved more quickly through our internal review process.
Where a chargeback is initiated, Limitless Concierge may provide relevant evidence to the payment provider, including:
Initiating a chargeback does not automatically cancel any contractual obligations owed to Limitless Concierge.
Limitless Concierge is committed to preventing payment fraud and protecting Clients from unauthorised transactions.
Where Limitless Concierge reasonably suspects fraudulent activity, we may:
These measures are intended to protect both Clients and Limitless Concierge from financial crime and payment fraud.
Where a payment dispute involves a bank, card issuer or payment service provider, Limitless Concierge 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 Limitless Concierge cannot influence or control the independent decision-making processes of payment providers or financial institutions.
If Limitless Concierge 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:
Limitless Concierge will provide reasonable details of the correction before taking recovery action, except where immediate action is required to prevent fraud or financial loss.
Clients are responsible for:
Failure to provide requested information may delay or prevent the resolution of a payment dispute.
If a Client believes that a payment has been made without their authorisation, they should notify Limitless Concierge and their payment provider immediately.
Where appropriate, Limitless Concierge may:
Nothing in this Policy limits any statutory rights a Client may have in relation to unauthorised payment transactions under applicable law.
Limitless Concierge maintains records relating to payments, Bookings and Concierge Services to assist with billing enquiries and payment investigations.
These records may include:
Such records may be used, where appropriate and lawful, to investigate payment disputes, respond to chargebacks or comply with legal and regulatory obligations.
Limitless Concierge may amend this Payment Disputes Policy from time to time to reflect:
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.
If you have any questions regarding this Payment Disputes Policy or wish to raise a billing query or payment dispute, please contact:
LIMITLESS CONCIERGE SERVICES - FZCO
Building A1, Dubai Digital Park
Dubai Silicon Oasis
Dubai
United Arab Emirates
Email: company@limitless-concierge.com
Phone: +971 4 319 7498
Website: https://limitless-concierge.com
Limitless Concierge 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.