What Happens If a Booker Initiates a Chargeback?

A chargeback occurs when a Booker contacts their bank or card provider to dispute a payment and request a reversal of funds, rather than going through Haveaspot’s standard cancellation process. It is important to understand that chargebacks carry significant financial consequences for you as a Venue.

Your liability for chargebacks

As a Venue on Haveaspot, you are strictly liable for:

• The full chargeback amount — the disputed Hire Cost that Stripe reverses to the Booker
• The Stripe dispute fee — currently £15 per dispute

This liability applies regardless of whether the chargeback is upheld or not, and regardless of the outcome of any dispute process.

Why is this your responsibility?

Because Haveaspot acts as an intermediary and the contract for the booking is between you and the Booker, financial liability for disputes about the booking itself rests with you. Haveaspot uses Stripe to process payments, and Stripe’s chargeback process is governed by card network rules — neither Haveaspot nor the Booker controls the outcome of a bank-initiated dispute.

What happens in practice

If a chargeback is raised:

1. Stripe will notify you via your Stripe dashboard
2. You will have the opportunity to submit evidence to contest the chargeback through Stripe’s dispute process
3. If the dispute is decided in the Booker’s favour, the chargeback amount and the £15 dispute fee will be deducted from your Stripe balance
4. If your Stripe balance is insufficient, see What Happens If My Stripe Account Has Insufficient Funds for a Refund?
5. Haveaspot may also exercise its right of set-off, deducting any amounts owed from your future payouts

How to reduce chargeback risk

• Ensure your listing is accurate and your House Rules are clearly stated
• Communicate promptly with Bookers before and after their event
• Keep records of all communications and booking confirmations
• If a Booker has a concern, try to resolve it through Haveaspot’s cancellation process rather than allowing it to escalate to a bank dispute

If you receive a chargeback and need guidance, contact support@haveaspot.com.