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Dispute Resolution & Chargeback Policy

Last updated: May 2026

1. Contact Us First

If you have any issue with a charge or purchase, please contact us before filing a dispute with your payment provider. Most issues can be resolved quickly and fairly:

• Email: support@1id.com
• We aim to respond within one business day.

2. Automatic Refunds

We issue automatic refunds in the following situations — no action required from you:

• Race condition: You completed payment for a handle, but another customer's payment was processed first. The handle has already been assigned to the other customer. Your payment is automatically refunded in full.
• System error: A technical failure prevented handle activation after successful payment. We detect and refund these automatically.

In both cases, you will receive an email notification with details of the refund.

3. Requesting a Refund

If you believe you are entitled to a refund that was not automatically issued, email support@1id.com with:

• Your payment email address (the one used at PayPal checkout).
• The handle name in question.
• A brief description of the issue.

See our Refund & Cancellation Policy for full details on refund eligibility.

4. Chargebacks and Payment Disputes

If you file a chargeback or payment dispute with PayPal or your bank:

• The handle associated with the disputed payment is immediately suspended (set to payment_dispute status). It cannot be used while the dispute is active.
• If the dispute resolves in your favour (buyer wins), the handle is permanently retired. It cannot be re-registered by anyone.
• If the dispute resolves in our favour (seller wins), the handle is restored to active status.
• During the dispute period, the handle's identity services (authentication, email attestation) are suspended.

5. Dispute Timeline

1. Payment dispute filed by customer with payment provider.
2. We receive notification via webhook. Handle immediately suspended.
3. We review the dispute and respond to the payment provider with evidence.
4. Payment provider makes a determination (typically 10-30 days).
5. Handle is restored or retired based on outcome.
6. You receive an email notification of the resolution.

6. Fraudulent Disputes

Filing a chargeback for a legitimate purchase that you authorized constitutes friendly fraud. We take this seriously:

• We will provide full evidence to the payment provider, including transaction logs, IP address, PayPal account details, and webhook records.
• Accounts associated with fraudulent disputes may be permanently terminated.
• We reserve the right to pursue recovery of losses through appropriate channels.

7. Governing Law

Disputes are governed by the laws of the State of Delaware, USA, consistent with our Terms of Service.