Online Order Payment Dispute & Chargeback Policy

ONLINE ORDER PAYMENT DISPUTE & CHARGEBACK POLICY

At Lviv Croissants, all online orders are prepared specifically for the customer and the selected location. Once an order is prepared, completed, picked up, or delivered, the transaction is considered fulfilled.

Purpose

This policy is intended to protect our guests, our stores, and our franchise locations from unauthorized use of payment methods, fraudulent chargebacks, repeated disputes, and misuse of the online ordering platform.

Customer Responsibility

By placing an order through our website, mobile app, or official online ordering platform, the customer confirms that:

  • the order information is accurate;
  • the payment method is authorized for use;
  • the customer intends to complete the purchase;
  • the selected pickup or delivery location is correct;
  • the customer understands that prepared food orders may not be eligible for cancellation or refund once preparation has begun.

Pickup Verification

To help prevent fraud and protect customers, Lviv Croissants reserves the right to verify customer identity and payment information upon pickup.

For pickup orders, store staff may request:

  • a valid photo ID;
  • the payment card used for the order;
  • order confirmation details;
  • phone number or email confirmation associated with the order.

If the customer is unable or unwilling to provide reasonable verification, the store reserves the right to delay, cancel, or refuse release of the order.

Completed Orders and Chargebacks

If an order has been properly prepared and fulfilled, and the customer later disputes the transaction through their bank or card issuer, Lviv Croissants reserves the right to challenge the dispute using available order records, pickup information, customer account details, payment records, communications, and other supporting documentation.

Completed orders may include orders that were:

  • prepared by the store;
  • marked ready for pickup;
  • picked up by the customer or their representative;
  • dispatched for delivery;
  • delivered through the applicable delivery process.

Repeated Disputes and Fraud Prevention

Lviv Croissants reserves the right to block, restrict, or refuse future service to customers who engage in repeated or suspicious payment disputes, chargebacks, or refund claims.

This may include customers associated with:

  • repeated chargebacks after completed orders;
  • repeated claims that orders were not received despite store fulfillment records;
  • use of multiple accounts with the same or similar contact information;
  • use of the same phone number, email address, physical address, device information, or payment card information connected to prior disputes;
  • suspected fraudulent activity or misuse of the ordering platform.

Blocking or service restrictions may apply across website, mobile app, pickup, delivery, and in-store ordering channels where permitted by applicable law and platform capabilities.

Refunds vs. Bank Disputes

Customers are encouraged to contact the store directly regarding any order issue before filing a dispute with their bank or card issuer.

If a customer files a chargeback without first allowing the store a reasonable opportunity to review and resolve the concern, the store may consider this behavior when evaluating future service eligibility.

Evidence and Records

Lviv Croissants locations may maintain order-related records for fraud prevention and dispute response purposes, including:

  • order confirmation details;
  • pickup or delivery status;
  • customer name, phone number, email address, and order history;
  • payment card last four digits where available;
  • customer communications;
  • security camera footage where available;
  • staff notes regarding pickup or verification;
  • refund and dispute history.

These records may be used to respond to bank disputes, identify repeated abuse, and protect the business from fraudulent activity.

Management Discretion

All decisions regarding refunds, chargeback response, customer blocking, order release, and service refusal remain at the discretion of store management and/or corporate support teams.

Lviv Croissants is committed to providing a fair and professional customer experience. At the same time, we reserve the right to take reasonable measures to protect our franchise locations, employees, customers, and business operations from fraudulent or abusive activity.

Policy Updates

Lviv Croissants reserves the right to update or modify this policy at any time.