Chargeback Policy

Effective date: 21 September 2026

Coreline Commerce is the trading name associated with K2026801063 (Pty) Ltd, a South African registered business entity directed by Ndinani Mbeki. This Chargeback Policy explains how payment disputes and chargebacks relating to Coreline Commerce services are handled.

Our goal is to resolve genuine payment or service issues fairly and directly wherever reasonably possible, while respecting customers' lawful rights to raise disputes with their payment provider or financial institution.

1. What Is a Chargeback?

A chargeback is a request made through a customer's bank, card issuer or payment provider to reverse a payment made to Coreline Commerce.

A customer may have valid reasons for initiating a chargeback, including an unauthorised transaction, a payment made in error, or a situation where the customer believes the agreed goods or services were not provided.

A chargeback differs from a refund requested directly from Coreline Commerce. Refund requests are handled under our Refund Policy, while chargebacks are processed through the relevant bank, card network or payment provider.

2. Contact Coreline Commerce First Where Reasonably Possible

If you believe there is a problem with a payment, service or delivery, please contact us at:

Email: help.commercecoreline@outlook.com

Where reasonably possible, we ask that you give Coreline Commerce an opportunity to investigate and resolve the issue before initiating a chargeback.

This may allow us to identify the issue, correct an eligible service problem, provide clarification, or process an appropriate refund where one is due.

You are not required to contact Coreline Commerce before exercising any legal or payment-dispute rights available to you.

3. How We Review Payment Disputes

When a payment dispute is raised, Coreline Commerce may review relevant records associated with the transaction and project.

Depending on the circumstances, this may include:

  • The customer's name and contact details;

  • The service purchased;

  • The agreed service scope;

  • The applicable price;

  • The payment amount and transaction reference;

  • The date and status of payment;

  • The 50% deposit and remaining 50% payment, where applicable;

  • Project or onboarding communications;

  • Information or access supplied by the customer;

  • Work completed;

  • Delivery records;

  • Files or materials supplied to the customer;

  • Revision requests and completed revision work;

  • Final delivery or handover records; and

  • Other relevant business records reasonably required to investigate the dispute.

Coreline Commerce will assess the circumstances based on the available records and the applicable terms of the purchase.

4. Services and Payment Structure

Coreline Commerce offers the following once-off services:

  • Starter Store Setup — R9,999

  • Store Optimisation — R6,999

  • Creative & Growth Support — R4,999

  • Digital Business Setup — R2,999

Unless otherwise agreed in writing, 50% of the applicable service price is due before work begins, and the remaining 50% is due before final delivery or handover.

A chargeback relating to a deposit or other payment may therefore be reviewed in the context of the project's progress and the work already completed.

5. Service-Related Disputes

A customer may raise a dispute where they believe that the service paid for was not provided in accordance with the agreed scope.

Coreline Commerce may review whether:

  1. The relevant payment was successfully received;

  2. The project had commenced;

  3. The agreed scope was provided;

  4. Work had been completed in whole or in part;

  5. The customer had received an initial delivery or other agreed deliverable;

  6. The customer had used or requested the included revision round; and

  7. Final delivery or handover had occurred.

Where an issue relates to work that can reasonably be corrected within the agreed scope, Coreline Commerce may attempt to resolve the issue before treating the matter as a refund or chargeback dispute.

The inclusion of a revision round does not create an obligation to provide unlimited revisions or work outside the agreed scope.

6. Completed or Partially Completed Work

Where Coreline Commerce has already performed work before a chargeback is initiated, the existence and extent of that work may be relevant to the dispute.

This may include project preparation, setup, configuration, research, creative production, content implementation, store configuration, optimisation, testing, revisions or other work falling within the agreed service scope.

Coreline Commerce may provide relevant records to the applicable payment provider, bank or card network when responding to a payment dispute.

If Paystack is the payment provider used for the transaction, it may require evidence demonstrating that value was provided, such as transaction records, invoices, receipts and relevant customer or service records.

7. Unauthorised Transactions

If you believe a payment was made without your authorisation, please contact your bank or payment provider promptly.

You may also contact Coreline Commerce at help.commercecoreline@outlook.com so that we can investigate the transaction from our side.

Where appropriate, Coreline Commerce may cooperate with the relevant payment provider, bank or financial institution in investigating an unauthorised transaction.

8. Payment-Provider Disputes

If a payment was processed through Paystack or another payment provider used by Coreline Commerce, the provider's dispute procedures and applicable card-network or banking rules may also apply.

Coreline Commerce will respond to payment disputes within the applicable timeframe and may provide relevant evidence supporting the transaction and delivery of the purchased service.

The final outcome of a chargeback is determined through the applicable payment, banking and card-network dispute process rather than solely by Coreline Commerce.

9. Refunds and Chargebacks

A chargeback should not be used simply as an alternative to the ordinary refund process where Coreline Commerce is reasonably available to address the matter.

Refund requests are assessed separately on a case-by-case basis according to the project stage, work completed, agreed scope and applicable law.

Nothing in this Chargeback Policy prevents a customer from exercising any mandatory consumer, payment or other legal rights available to them.

10. Customer Cooperation

Where a payment dispute requires investigation, customers may be asked to provide reasonable information necessary to identify the relevant transaction or understand the issue.

Customers should retain their payment confirmation, transaction reference, invoices and relevant communications relating to their purchase.

Coreline Commerce will use relevant information for the purpose of investigating and responding to the dispute, subject to its Privacy Policy and applicable data-protection requirements.

11. No Waiver of Legal Rights

This policy does not limit or exclude any right or protection that cannot lawfully be excluded or limited.

Coreline Commerce operates in accordance with applicable South African law, including applicable consumer and electronic-commerce protections.

The relationship between Coreline Commerce and its customers is governed by the laws of the Republic of South Africa, subject to applicable mandatory rights and protections.

12. Contact

For questions concerning a payment, service dispute or chargeback, contact:

Coreline Commerce
Trading name associated with K2026801063 (Pty) Ltd
Directed by Ndinani Mbeki
South Africa
Email: help.commercecoreline@outlook.com

Please include your name, service purchased, payment date and transaction reference where available.

13. Policy Updates

Coreline Commerce may update this Chargeback Policy when its services, payment arrangements, business operations or legal requirements change.

The version published on this website will represent the current version of the policy.

Important: This policy is intended as customer-facing business information and is not a substitute for legal advice. Coreline Commerce should obtain an appropriate South African legal review before publishing its final policy set.