Dispute Resolution for Unauthorized Transactions

1. Scope

This dispute resolution process applies to all transactions processed through Council's alternative billing system, including purchases made on our website via Stripe. It covers license key purchases, subscription payments, and any other charges billed directly by ENCOM CORP outside of Google Play's billing system.

For purchases made through the Google Play Store or Apple App Store, please contact those platforms directly to dispute charges, as they handle billing and refunds for in-app purchases processed through their systems.

2. What Qualifies as an Unauthorized Transaction

You may file a dispute if you believe any of the following occurred:

• Unauthorized charge: A transaction was made without your consent or knowledge.
• Duplicate charge: You were charged more than once for the same purchase.
• Incorrect amount: The amount charged differs from the price displayed at the time of purchase.
• Non-delivery: You were charged but did not receive your license key or the product you paid for.
• Fraudulent use: Someone used your payment method without your authorization.

3. How to File a Dispute

To initiate a dispute, contact us by email with the following information:

• Your name and email address associated with the purchase
• The date and approximate amount of the transaction
• A description of why you believe the transaction was unauthorized or erroneous
• Any supporting documentation (e.g., bank statement showing the charge, order confirmation emails)

Email: support@encomcorp.co

Subject line: "Transaction Dispute" followed by your order reference number (if available).

You will receive an acknowledgment of your dispute within 2 business days of submission.

4. Investigation Process

Upon receiving your dispute, we will:

1. Acknowledge receipt and provide a case reference number within 2 business days.
2. Review transaction records including payment processor logs, license key activation records, and account activity.
3. Contact you if we need additional information to complete the investigation.
4. Make a determination based on available evidence and notify you of the outcome.

During the investigation, you will not be penalized or lose access to any existing services or activated license keys.

5. Resolution and Remedies

If we determine the transaction was unauthorized or erroneous, we will take one or more of the following actions:

• Full refund: The charged amount will be refunded to your original payment method.
• License key replacement: If a key was fraudulently activated, we will issue a replacement key and revoke the unauthorized activation.
• Account security: We will assist you in securing your account if unauthorized access is suspected.

If we determine the transaction was legitimate, we will provide a detailed explanation of our findings. You may appeal the decision or escalate as described below.

6. Timeline

• Acknowledgment: Within 2 business days of receiving your dispute.
• Investigation: Completed within 10 business days of acknowledgment. If additional time is needed, we will notify you and provide an estimated completion date.
• Refund processing: If a refund is granted, it will be issued within 5 business days of the determination. Actual receipt depends on your bank or payment provider.

You may file a dispute up to 120 days after the transaction date.

7. Escalation

If you are not satisfied with the resolution of your dispute, you may:

• Request a review: Email support@encomcorp.co with the subject line "Dispute Escalation" and your case reference number. A senior team member will review your case within 10 business days.
• File a chargeback: Contact your bank or payment provider to initiate a chargeback. We will cooperate with any chargeback investigation.
• Binding arbitration: As outlined in our Terms of Service, unresolved disputes may be resolved through binding individual arbitration administered by the American Arbitration Association in the State of Delaware.

8. Contact

ENCOM CORP
8 The Grn STE A, Dover, DE 19901
Email: support@encomcorp.co
Web: councilapp.com

Last reviewed: February 16, 2026.

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