Legal
How payment disputes are handled — contacting us first, what we resolve directly, the evidence we retain and submit, and the disputes we contest.
Contact us before filing a dispute
Almost every dispute we see is something we could have resolved the same day — a delivery question, a duplicate charge, an unfamiliar statement descriptor. Email support@axosresearch.org first. We answer every message, and resolving it directly is faster for you than a bank dispute, which can take up to 90 days.
This Chargeback Policy explains how Axos Research Inc ("Company," "we," "us," or "our") handles payment disputes and chargebacks initiated against orders placed on axosresearch.org. It forms part of, and should be read together with, our Terms & Conditions and our Refund & Returns Policy; where those documents address the same subject, they are intended to be consistent.
A chargeback is a request you make to your card issuer to reverse a payment. It is intended as a remedy for fraud, for goods never delivered, or for a charge that is genuinely not yours. It is not a substitute for a refund request, and it is not a way to return research materials that were correctly supplied.
Section 1
Before initiating a chargeback or payment dispute, you agree to contact us at support@axosresearch.org so that we can resolve the issue directly. This obligation is stated in our Terms & Conditions and repeated here because it matters: we can usually resolve a problem within one business day, whereas a bank dispute typically takes 30 to 90 days and freezes the funds throughout.
When you contact us, please include your order number and a short description of the problem. We will acknowledge your message, investigate, and tell you what we can do — including issuing a refund where our Refund & Returns Policy provides for one.
Section 2
Most disputes fall into a small number of categories, and we can address all of them without involving your card issuer:
Section 3
Because our products are supplied strictly for laboratory research use, every order records the confirmations you gave at checkout. Where a dispute is filed, this record is what we submit to the card issuer as part of our response:
We retain this evidence for the period described in our Privacy Policy, and for at least as long as the card networks allow a dispute to be raised against the transaction.
Section 4
We do not contest a dispute raised in good faith for a reason we failed to resolve. We do contest disputes filed for reasons contrary to these Terms, including:
Filing a chargeback in these circumstances constitutes a breach of our Terms & Conditions. We may treat such a dispute as fraudulent, suspend or terminate the associated account, decline future orders, and submit the evidence described in Section 3 to the card issuer and, where applicable, to the card network's dispute-resolution process.
Section 5
If you file a dispute with your card issuer, the process generally runs as follows. Timescales are set by your issuer and the card network, not by us.
At any point in this process you may withdraw the dispute and deal with us directly. If you would like to do that, email support@axosresearch.org and we will work with you to resolve the underlying issue.
Section 6
If you believe a charge from Axos Research Inc was made without your authorisation — for example, because your card details were used by someone else — contact us immediately at support@axosresearch.org as well as your card issuer. We treat suspected card fraud as urgent: we will cancel any undispatched order, cooperate fully with your issuer's investigation, and refund a confirmed unauthorised transaction without requiring you to pursue a chargeback.
Section 7
Questions about this policy, or about a charge you don't recognise:
Axos Research Inc
Email: support@axosresearch.org
Phone: +1 (805) 906-6306
Address: 30 N Gould St, Sheridan, WY 82801, United States
Please include your order number where you have one — it is the fastest route to an answer.