Fraud and Security

Fraud & Security

Our commitment

At Refify we take fraud prevention and customer security seriously. We use industry-standard measures to protect our customers and our business, and we investigate any suspicious activity promptly and fairly.

What we monitor

We continuously monitor for:
 • Unauthorised payment attempts or chargeback fraud
 • Multiple accounts using the same payment details or contact information
 • Suspicious booking behaviour (rapid multiple purchases, inconsistent geographic data)
 • Account takeover or phishing attempts

How we verify orders & bookings

To keep everyone safe, we may:
 • Request additional verification (ID or proof of address) for high-value or suspicious bookings.
 • Temporarily hold service delivery while verification is completed.
 • Use automated fraud-detection tools (payment gateway risk checks, IP/geolocation checks, and device fingerprinting).

If we suspect fraud
 • We may pause the order or booking and contact the purchaser for verification.
 • If verification is not provided within 48 hours, the order may be cancelled and refunded at our discretion.
 • We will work with payment providers to investigate chargebacks or unauthorised transactions.

Chargebacks & disputes
 • If you open a payment dispute, please provide full context to speed resolution.
 • We will provide evidence to the payment provider if a dispute is raised (communication logs, booking confirmations, service delivery records).
 • Repeated fraudulent chargebacks may result in the cancellation of future services and reporting to the relevant authorities and payment processors.

How we protect customer data
 • We never store full card details — payments are processed by our secure payment partners.
 • Personal data is stored securely in accordance with our Privacy Policy and UK GDPR.
 • If we detect an account compromise, we will notify affected customers immediately and recommend next steps.

Reporting fraud

If you suspect fraud involving Refify (fake emails, unauthorised charges, suspicious contacts), please contact us immediately at:
 support@refify.store — subject line: Fraud Report
Include as many details as possible (order number, screenshots, dates, and any related emails/messages).

Cooperation with law enforcement

When necessary, Refify will cooperate with law enforcement and financial institutions to investigate and prosecute fraud. We will release information only as legally required.

Customer responsibilities

To help keep your account safe:
 • Use a unique, strong password for your account.
 • Keep your email address and payment details secure.
 • Report suspicious activity to us immediately.
 • Do not share booking confirmation or access links publicly.

Internal Incident SOP (Short)
 1. Receive report / detect alert — Log incident ID, customer, order number, timestamp.
 2. Immediate action — Pause delivery, flag order, notify customer: request ID/POA within 24–48 hrs.
 3. Collect evidence — Order logs, emails, chat transcripts, IP, device, payment gateway risk score, screenshots.
 4. Decision — If verified = proceed delivery. If unverified/suspicious = cancel and refund / escalate to payments.
 5. Dispute support — If chargeback occurs, submit evidence packet to payment provider within their window.
 6. Record & report — Add to internal fraud log; if pattern emerges, block related accounts and notify banks/gateways.
 7. Follow-up — Notify customer of outcome; update policy or controls if needed.