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v2026.05.28.c · Updated 2026-05-28

Chargeback Policy.

The short version

This Chargeback Policy is binding on every order placed on apothify.com. By submitting an order, and by checking the chargeback acknowledgment at checkout, you agree to follow the process below before initiating any payment dispute. If you bypass this process and file a chargeback for an order that was delivered as described, Apothify will challenge the dispute, recover its costs and fees from you, block your account and shipping addresses, and report the activity to industry fraud networks. Almost every issue is resolved in one business day by emailing support@apothify.com first.

1. Acceptance and scope

This Policy applies to every payment dispute, chargeback, billing inquiry, retrieval request, ACH return, Cash App dispute, crypto reversal claim, or other reversal of a payment made to Apothify. By placing an order and accepting the chargeback acknowledgment at checkout, you confirm that you have read and agree to this Policy, that you understand the dispute resolution process below is mandatory and binding, and that you waive any right to initiate a payment dispute without first completing that process. This Policy is incorporated into the Terms of Service by reference and forms part of the agreement between you and Apothify for every order.

2. Mandatory pre dispute resolution process

Before initiating any chargeback, ACH return, Cash App dispute, or other payment reversal, you must:

  • Send an email to support@apothify.com with the order number from your confirmation email and a clear description of the issue;
  • Allow Apothify three business days to acknowledge and respond;
  • Allow Apothify a reasonable additional period (typically not more than seven business days) to investigate and resolve the issue;
  • If the issue is a carrier related problem (lost or delayed shipment), allow the carrier trace process to complete before treating the issue as a billing dispute.

You agree that completing this process is a condition precedent to your right to initiate any payment dispute. A chargeback filed without completing this process is a breach of this Policy and of the Terms of Service, and is grounds for the remedies in Sections 6 and 7 below.

3. Disputes that Apothify will not challenge

Apothify supports your right to dispute a transaction that is genuinely unauthorized or that involved an order that was not delivered. Apothify will not contest a chargeback in any of the following cases, and will work cooperatively with your bank to resolve it:

  • The cardholder did not authorize the transaction (true unauthorized use of the card)
  • The order was never shipped, the order was lost in transit and the carrier confirmed the loss, or the order was confirmed undeliverable
  • The order was materially incorrect (wrong SKU, wrong size, or wrong quantity) and Apothify failed to remedy after timely notice under the Refund Policy
  • Apothify processed a charge in error (duplicate, wrong amount, or after a successful cancellation)

4. Disputes that Apothify will challenge ("friendly fraud")

"Friendly fraud" is a chargeback filed by the cardholder against a transaction that was properly authorized, properly fulfilled, and delivered to the address on the order. Apothify will challenge friendly fraud disputes and submit the full evidence package described in Section 5 to your bank and the card network under the available representment rules, including Visa Compelling Evidence 3.0, Mastercard Collaboration, Discover dispute resolution, and American Express Inquiry response, as applicable.

Friendly fraud includes, without limitation:

  • Disputing an order that was delivered to the address on file
  • Disputing because the cardholder forgot or did not recognize the transaction descriptor
  • Disputing because another household member placed the order on the cardholder's account
  • Disputing because the cardholder changed their mind after delivery
  • Disputing because the product did not perform as the cardholder hoped (Apothify makes no performance warranties; see Terms of Service Section 16 and the Research Use Disclaimer)
  • Disputing to obtain a refund outside the windows in the Refund Policy
  • Disputing without first completing the pre dispute resolution process in Section 2 above

5. Evidence retained on every order

For every order placed on apothify.com, Apothify retains the following evidence for a minimum of seven years, or longer where required by law, processor agreement, or pending dispute:

  • Order ID, exact timestamp, dollar amount, and full itemized contents
  • Billing address, shipping address, and email on the order
  • Masked card last four, processor transaction ID, processor authorization code, and AVS/CVV result
  • The full text and version stamp of every required acknowledgment accepted at checkout, including this Chargeback Policy
  • The IP address, user agent, device fingerprint signal, and geolocation of the session that placed the order
  • Server side logs of every action taken on the order, including fulfillment and shipping events
  • Carrier name, tracking number, full carrier scan history, delivery scan, and delivery photo where the carrier captured one
  • Packed shipment photographs for high value orders
  • All correspondence between Apothify and the customer about the order
  • Prior order history for the same email, card, or shipping address

This evidence is submitted in full to the bank and the card network in response to a dispute. In Apothify's experience this evidence package resolves the great majority of friendly fraud disputes in Apothify's favor at representment or first chargeback. Where the network rules allow, Apothify will also escalate to pre arbitration and arbitration to recover the disputed amount.

6. Fees and recovery

If you initiate a chargeback that is reversed in Apothify's favor, or if you initiate a chargeback in breach of Section 2 above (whether or not Apothify ultimately prevails), you agree to pay Apothify, on demand, the following:

  • The full disputed amount
  • A flat administrative fee of forty United States dollars (US $40) per disputed transaction, to cover Apothify's representment work
  • All fees, costs, penalties, or surcharges assessed by the bank, the card network, the payment processor, or any acquiring bank in connection with the dispute
  • The full cost of any carrier traces, address verifications, or analytical tests Apothify commissioned to respond to the dispute
  • Interest on the unpaid balance at the lesser of 1.5% per month or the maximum rate allowed by law, accruing from the date the dispute was filed
  • All collection costs, including reasonable attorneys' fees, court costs, and collection agency fees

Apothify may set off any amount owed under this Section against any future order, refund, credit, or balance you have with Apothify, and may report the unpaid balance to a collection agency or credit bureau where allowed by law.

7. Additional remedies

In addition to the recovery rights in Section 6, Apothify may, at its discretion and without further notice:

  • Permanently block the customer email, card last four, shipping address, billing address, IP range, and device fingerprint from future orders
  • Cancel any pending or unshipped orders associated with the same identifiers and refund those orders to the original method less any fees in Section 6
  • Submit the dispute and the associated identifiers to fraud screening services used by Apothify and its payment processor, including services such as Ethoca, Verifi (Order Insight and Rapid Dispute Resolution), Kount, and similar networks
  • Where the customer's conduct meets the threshold of the Mastercard MATCH list, Visa VMAS, or analogous network listing criteria, request that the acquiring bank add the customer to the applicable network list
  • Refer evidence to law enforcement, the United States Postal Inspection Service, or the United States Federal Trade Commission where the dispute appears to involve unlawful conduct (for example, wire fraud, mail fraud, identity theft, or systematic abuse)
  • Pursue civil action for breach of contract, fraud, conversion, or any other available cause of action in the venue specified in the Terms of Service Section 20

8. Cooperation by the customer

You agree to cooperate in good faith with Apothify's investigation of any chargeback you initiate, including by providing requested documentation, allowing Apothify to contact your bank with you copied, and responding promptly to communications about the dispute. Failure to cooperate is independent grounds for Apothify to treat the dispute as friendly fraud under this Policy.

9. Withdrawing a dispute filed in error

If you filed a chargeback by mistake (for example, you did not recognize the descriptor) or after deciding to keep the order, contact your bank to withdraw the dispute and email support@apothify.com with the order number and the withdrawal confirmation. Voluntary withdrawal before Apothify has submitted its representment package will waive the administrative fee in Section 6 above. Voluntary withdrawal after representment will not waive the administrative fee but will waive the additional remedies in Section 7.

10. ACH returns, Cash App disputes, crypto reversals

Sections 1 through 9 of this Policy apply with equal force to ACH returns, Cash App disputes, and crypto payment reversal claims (for example, claims of an unauthorized push or a refund request initiated against a confirmed on chain payment). ACH returns coded as unauthorized after a properly authenticated payment will be treated as friendly fraud and challenged through your bank's ACH return code adjustment process.

11. Time windows

Card disputes typically must be filed within 120 days of the transaction date, subject to your card network's rules. Apothify responds to every dispute through the processor within the network deadline (usually 7 to 20 days from receipt). Final resolution by the card network typically takes 60 to 90 days. Pre arbitration and arbitration cycles, where pursued, add additional time. Apothify's right to recover under Section 6 is not subject to any shorter contractual time limit and survives final network resolution.

12. Survival and severability

Sections 6 (fees and recovery), 7 (additional remedies), and 12 (survival and severability) survive cancellation of any order, termination of any account, and termination of the agreement between you and Apothify. If any provision of this Policy is held to be unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the rest of this Policy will remain in full force.

13. Relationship to other policies

This Policy is part of the Terms of Service and is to be read together with the Payment Policy, the Refund Policy, the Shipping Policy, the Privacy Policy, and the Research Use Disclaimer. In the event of any conflict between this Policy and another Apothify policy specific to chargebacks or payment disputes, the more specific provision controls.

14. Dispute resolution and governing law

Any dispute about this Policy, including any claim by Apothify under Section 6 or Section 7, is subject to the dispute resolution and governing law sections of the Terms of Service (Sections 19 and 20). Claims by Apothify under Section 6 of this Policy may, at Apothify's option, be brought directly in small claims court in the venue specified in the Terms of Service.

15. Updates to this Policy

Apothify may update this Policy from time to time. The version stamp at the top of this page reflects the current version. The version in effect for any given order is the version you accepted at checkout for that order, which is the version that controls any dispute arising from that order regardless of any subsequent update.

16. Contact

All chargeback related correspondence should be directed to support@apothify.com, subject line "Chargeback / dispute", with the order number from your confirmation email and a clear description of the issue. Apothify responds within one business day.

Written correspondence about a dispute may be sent to:

Apothify LLC
30 N Gould St.
Sheridan, WY 82801
Attn: Disputes

17. Acknowledgment

By checking the chargeback acknowledgment at checkout and by placing an order on apothify.com, you confirm that you have read, understood, and agree to be bound by this Chargeback Policy in its entirety. Your acceptance is recorded with a version stamp, IP address, user agent, and timestamp and stored with your order record. That record establishes the version of this Policy in effect for your order.

NoteThis page is provided for information only. It is not legal advice. If you have a specific legal question, consult an attorney licensed in your jurisdiction.