In the event that a customer disputes a transaction, the business will be notified by email, as well via the banking app regarding the necessary actions (forwarding of supporting documents, etc.).

The disputed transaction amount will be held back from the available balance of the Viva Wallet account until the dispute is resolved.

In the event that the transaction dispute is resolved in favor of the merchant, the amount withheld will be repaid in full.

If the transaction dispute is resolved in favor of the customer, the business is subject to an additional charge of £20.

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