Payment & Chargeback Policy

HELD.

PAYMENT & CHARGEBACK POLICY

Version: 1.0

Effective Date: 23 July 2026

Last Updated: 23 July 2026

At Held. – A Gentle Pause, we are committed to providing a secure, transparent, and reliable shopping experience. This Payment & Chargeback Policy explains the payment methods we accept, how payments are processed, how we help prevent fraud, and how payment disputes and chargebacks are handled.

This Policy should be read together with our Terms & Conditions, Shipping Policy, Returns & Refund Policy, and Privacy Policy.


1. Accepted Payment Methods

Held. accepts the payment methods displayed at checkout, which may include:

  • Credit Cards
  • Debit Cards
  • Tap Payments
  • Tabby (subject to Tabby’s approval and eligibility requirements)
  • Cash on Delivery (COD), where available
  • Other payment methods that may be added from time to time

Available payment methods may vary depending on your location, order value, or the services available at the time of purchase.


2. Payment Authorization

All electronic payments are subject to authorization by the relevant payment provider and your financial institution.

A payment authorization does not automatically mean that your order has been accepted by Held.

If a payment is declined, customers should contact their bank or payment provider directly, as Held. cannot override payment decisions made by third parties.


3. Secure Payment Processing

Held. does not collect or store customers’ complete credit or debit card numbers.

Payments are securely processed by authorized third-party payment providers using their own security systems and encryption technologies.

Customers should review the privacy and security policies of those payment providers where applicable.


4. Order Acceptance

Submitting payment does not automatically create a binding agreement.

An order is considered accepted only when:

  • payment has been successfully authorized (where applicable);
  • Held. has accepted the order; and
  • the order is confirmed for processing.

Held. reserves the right to refuse or cancel an order before dispatch where reasonably necessary.


5. Order Verification

To protect customers and our business, Held. may perform reasonable verification before dispatching certain orders.

Verification may include confirming:

  • customer identity;
  • billing information;
  • delivery details;
  • contact information;
  • payment authorization;
  • other information reasonably necessary to help prevent fraud.

If satisfactory verification cannot be completed, Held. may cancel the order and process an appropriate refund where payment has already been received.


6. Fraud Prevention

Held. actively works to reduce fraudulent transactions and unauthorized purchases.

We reserve the right to refuse, suspend, or cancel orders where we reasonably believe there may be:

  • unauthorized use of a payment method;
  • suspected fraud;
  • suspicious purchasing activity;
  • duplicate transactions;
  • misuse of promotional offers;
  • inaccurate customer information;
  • attempts to circumvent our policies; or
  • other activity that presents an unacceptable business risk.

Where appropriate, any eligible refund will be processed to the original payment method.


7. Cash on Delivery (COD)

Where Cash on Delivery is available:

  • customers should ensure that someone is available to receive the order;
  • payment must be made upon delivery;
  • repeated refusal to accept COD orders without reasonable cause may result in COD no longer being available for future purchases;
  • Held. reserves the right to require prepaid payment for future orders where previous COD deliveries have been refused or repeatedly failed.


8. Promotional Codes & Discounts

Discount codes, promotional offers, and special pricing are subject to their published terms.

Unless expressly stated:

  • promotional offers cannot be combined;
  • promotions have no cash value;
  • expired offers cannot be applied retrospectively;
  • promotions may be modified or withdrawn without prior notice, provided this does not affect orders already accepted.

Held. reserves the right to refuse promotional benefits where misuse, abuse, or fraudulent activity is reasonably suspected.


9. Payment Disputes

If you experience an issue with your order, we encourage you to contact Held. before initiating a payment dispute or chargeback.

Many issues can be resolved more quickly and efficiently through direct communication.


10. Chargebacks

Where a chargeback or payment dispute is initiated, Held. reserves the right to provide relevant information to the payment provider, financial institution, or competent authority, including:

  • order confirmation;
  • payment confirmation;
  • invoices;
  • customer correspondence;
  • shipping documentation;
  • courier tracking;
  • delivery confirmation;
  • quality assurance records;
  • photographs of completed products before dispatch where appropriate;
  • photographs of packaged orders where appropriate; and
  • any other information reasonably necessary to investigate the transaction.

Where our records reasonably indicate that an order was properly processed, fulfilled, and delivered, Held. reserves the right to contest chargebacks in accordance with the applicable payment provider’s procedures.


11. Fraudulent Claims

Held. reserves the right to investigate suspected fraudulent refund requests, payment disputes, or chargeback claims.

Where appropriate and permitted by applicable law, information relating to suspected fraudulent activity may be shared with:

  • payment providers;
  • financial institutions;
  • insurers;
  • law enforcement agencies;
  • government authorities; or
  • other competent authorities.


12. Refund Processing

Approved refunds will normally be issued to the original payment method used for the purchase, where reasonably possible.

Refund processing times depend on the customer’s payment provider and financial institution.

Held. is not responsible for delays caused by third-party payment providers or banks after a refund has been processed.

Refund eligibility is governed by our Returns & Refund Policy.


13. Pricing Errors

While Held. makes reasonable efforts to ensure pricing accuracy, genuine pricing or typographical errors may occasionally occur.

If an obvious pricing error is identified before dispatch, Held. reserves the right to:

  • cancel the order;
  • contact the customer regarding the correct price; or
  • issue a full refund where payment has already been received.


14. Business Records

To support payment processing, fraud prevention, quality assurance, and dispute resolution, Held. may maintain business records including:

  • invoices;
  • payment confirmations;
  • customer communications;
  • shipment documentation;
  • delivery confirmation;
  • quality inspection records;
  • photographs of completed products before dispatch where appropriate;
  • photographs of packaged orders where appropriate.

These records are retained in accordance with our Privacy Policy and applicable legal obligations.


15. Limitation of Responsibility

Held. is responsible for processing orders with reasonable care and in accordance with these Policies.

However, Held. is not responsible for:

  • payment authorization decisions made by banks or payment providers;
  • delays caused by third-party payment processors;
  • technical interruptions affecting external payment systems;
  • financial institution processing times after a refund has been issued,

except where responsibility cannot be excluded under applicable law.


16. Consumer Rights

Nothing in this Policy excludes, restricts, or limits any rights or remedies that customers may have under applicable consumer protection laws.

If any provision of this Policy is found to be inconsistent with mandatory legal requirements, the applicable law will prevail to the extent of the inconsistency.


17. Changes to This Policy

Held. may update this Payment & Chargeback Policy from time to time.

The version published on our website at the time an order is placed will generally apply to that order unless a change is required by law.


18. Contact Us

If you have any questions about payments or this Policy, please contact us:

Held. – A Gentle Pause


Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

📧 Email: hello@heldwithcare.ae
📞 Telephone: +971 55 621 8328
💬 WhatsApp: +971 58 983 3816
🌐 Website: heldwithcare.ae

Relationship to Other Policies
This Policy forms part of the Terms & Conditions governing purchases from Held. – A Gentle Pause. By using our website or placing an order, you agree to the applicable policies published on our website.