Chargeback Policy
What we do when you initiate a chargeback
If you dispute a Vaytoven charge with your card issuer instead of contacting Vaytoven Support first, we will compile a Service Usage Confirmation showing how the account interacted with the Service, and submit it to your issuing bank as evidence the charge is valid.
What the Service Usage Confirmation contains
- Your login history (timestamps, IP, country, device fingerprint)
- Each version of these terms you have accepted, with the SHA-256 hash of the canonical text and the IP that accepted it
- Charges, refunds, and confirmation codes for each booking
- Consumption events: search, property views, booking creation, messaging, payment events
- Any signed agreement (DocuSign Service Agreement, where applicable)
Hash chain integrity
Every tracking event we record is part of an append-only hash chain (SHA-256 of the prior event's hash plus the current event's content). This means any tampering with the historical record is detectable — and the issuing bank can verify the chain independently if challenged.
Why we ask you to contact support first
Most disputes are resolvable by Vaytoven Support directly: we can issue refunds within policy, escalate cancellations outside policy where appropriate, and review host-side issues with our Trust & Safety team. Issuing-bank chargebacks cost everyone time and money and rarely produce a better outcome for the cardholder.
How to contact support before filing a chargeback
Open the support chat from any page on Vaytoven, or email support@vaytoven.com. We respond within one business day.
Acceptance of this policy
By creating an account, listing a property, or booking a stay, you accept this Chargeback Policy in addition to the Terms of Service.