Support
If a merchant tries to charge you
This is the situation the Wakalah contract exists for. You have already paid for a legal panel to stand between you and the claim.
What happens, in order
We suspend the settlement.
Immediately, and we open a case. You are notified the same day. Nothing is paid to the merchant while the case is open.
The panel examines the claim.
Our retained legal panel — acting as your agent under the Wakalah contract — examines the claim before anything is paid. You are not the one arguing with the merchant.
If the claim is rejected
We decline it and pursue the merchant through Visa's dispute channels. You pay nothing.
If the claim is valid
We settle it and you repay us the same amount. No mark-up, no interest, no fee. At the full ceiling, KD 50 of it is your own share.
Can I dispute the panel's decision?
Yes. Contact us, and you retain every right you have under Kuwaiti law and the Central Bank of Kuwait's complaints framework. Our decision is not the end of the road.
What evidence should I send?
Anything that dates or describes the condition you left things in: checkout paperwork, photographs with timestamps, the rental inspection sheet, correspondence with the merchant. Send it early rather than complete.
How long do I have to respond?
Visa's dispute windows are the binding ones and they are measured in days, not months. Open the case as soon as you see the charge, even if you do not have the evidence together yet.
Will you settle a claim without telling me?
No. You are notified the same day a claim is received, and again before anything is settled.
If you want to escalate
Our complaints process is published, with the acknowledgement and resolution times we hold ourselves to, and the escalation route to the Central Bank of Kuwait stated in full.