PIXEL HUB ELECTRONICS
Trinidad & Tobago
FRAUD PREVENTION & CHARGEBACK POLICY
| Document | Fraud Prevention & Chargeback Policy |
| Effective Date | May 2026 |
| Version | 1.0 |
| Jurisdiction | Republic of Trinidad & Tobago |
| Business Model | Online-Only Retailer — Pre-Payment, Import-to-Order |
| By placing an order with Pixel Hub Electronics, you confirm that you have read, understood, and agreed to this Fraud Prevention & Chargeback Policy. |
1. About This Policy
Pixel Hub Electronics is an online-only electronics retailer based in Trinidad & Tobago. We operate exclusively through our website at pixelhub-tt.ddns.net and do not maintain a physical retail storefront. This Fraud Prevention & Chargeback Policy explains the measures we take to protect the integrity of transactions on our platform, how we handle suspicious or irregular activity, and how we approach chargeback situations.
Fraud prevention is important for everyone who uses our platform. The costs and disruption associated with fraudulent transactions ultimately affect our ability to provide reliable service to legitimate customers. This Policy sets out our approach in a transparent and straightforward way, so that customers understand what to expect and what we expect from them.
This Policy should be read alongside our Terms & Conditions, Payment Policy, and Refund & Returns Policy, all of which are available at pixelhub-tt.ddns.net.
2. Fraud Prevention Measures
2.1 Our General Approach
Pixel Hub Electronics takes a proportionate and practical approach to fraud prevention. We do not treat all customers as suspects, and our fraud prevention measures are designed to be as unobtrusive as possible for legitimate customers while allowing us to identify and respond to genuine concerns.
Our fraud prevention measures operate at the order level, the payment level, and the account level. They are applied consistently and are not based on any personal characteristic of the customer.
2.2 Transaction Monitoring
We review orders and payments for indicators that may suggest irregular or fraudulent activity. Factors we may consider include:
- Whether the billing details associated with the payment method are consistent with the order details provided.
- Whether the order, delivery address, or contact information appears inconsistent or unverifiable.
- Whether the order involves an unusual quantity or combination of high-value items that is inconsistent with normal consumer behaviour.
- Whether there have been multiple failed payment attempts before a successful transaction.
- Whether the payment originates from a location or context that is inconsistent with the rest of the order.
- Whether the customer account or payment method has been associated with previous disputes, chargebacks, or irregular activity.
No single factor is automatically decisive. We assess orders in context and apply reasonable judgement. Where a concern is identified, we will typically seek to resolve it by contacting you before taking any action that affects your order.
2.3 Manual Order Review
Certain orders may be selected for manual review before processing proceeds. Manual review may be triggered by any of the factors listed in Section 2.2, or by a combination of factors that, taken together, raise a concern that warrants closer attention.
Where your order is selected for manual review, we will notify you as soon as reasonably practicable. Manual review does not mean that your order is suspected of being fraudulent — it means that we want to verify certain details before sourcing commences. Most manually reviewed orders are confirmed and proceed without issue.
While a manual review is underway, sourcing will not commence. We aim to complete manual reviews promptly, and we will keep you informed of progress.
| If your order is selected for manual review, please respond to any verification request from us as promptly as possible. Delays in your response will delay the start of your order. |
3. Verification Requests
3.1 When We May Request Verification
Where a concern has been identified during order review, or where we are unable to confirm key details from the information provided, we may contact you to request additional verification. Verification requests are a routine part of our fraud prevention process and do not imply that we believe you to be acting improperly.
3.2 Types of Verification We May Request
Depending on the nature of our concern, we may request one or more of the following:
- Confirmation of your identity — for example, confirming your full name as it appears on the payment method used.
- Confirmation of your delivery address — for example, confirming that the delivery address provided is accurate and that you are the intended recipient.
- Confirmation of your payment method — for example, confirming that you are the authorised holder of the card or account used.
- A copy of a government-issued photo identification document, where the order value or risk level reasonably warrants it.
- Confirmation of your contact details, such as a phone number or email address that can be independently verified.
We will only request the minimum information necessary to address the specific concern identified. We will not ask for your full card number, PIN, CVV, online banking password, or any other sensitive financial credential under any circumstances. If you receive a request that asks for such information, do not respond and contact us immediately, as it may not be a genuine communication from Pixel Hub Electronics.
3.3 How Verification Information Is Handled
Any information provided in response to a verification request is used solely for the purpose of verifying your order. It is handled in accordance with our Privacy Policy and is not shared with third parties except where necessary to complete the verification or where required by law. Identity documents provided for verification purposes are not retained beyond the period necessary to resolve the concern.
3.4 Consequences of Not Responding
If we are unable to reach you, or if you do not respond to a verification request within a reasonable time, we may place your order on hold or, where the concern cannot be resolved without a response, cancel the order and issue a refund of any amount paid, subject to any non-refundable payment processing fees as set out in our Payment Policy.
We will always make reasonable efforts to contact you before cancelling an order on this basis, and we will communicate clearly about what is required and the timeframe within which we need a response.
| Verification requests from Pixel Hub Electronics will come from our email address electronicspixelhub@gmail.com or via our WhatsApp number +868 356-7954. We will never ask for your PIN, CVV, or online banking credentials. |
4. Suspicious Transactions and Order Holds
4.1 What We Consider Suspicious
A transaction may be considered suspicious where it exhibits one or more of the indicators described in Section 2.2, or where information provided by the customer is inconsistent, unverifiable, or appears to have been deliberately obscured. We do not apply a rigid definition, as fraudulent behaviour can take many forms.
Common examples of transactions that may raise concern include orders placed using payment credentials that do not match the customer’s stated identity, orders where the delivery address is inconsistent with the billing address without any plausible explanation, and orders where the customer is uncontactable or unresponsive following a verification request.
4.2 Order Holds
Where a transaction is considered suspicious, we may place the order on hold while we investigate or attempt to contact you. An order on hold will not proceed to sourcing until the concern has been resolved.
We will notify you when an order is placed on hold and will explain, in general terms, what we need from you to resolve the situation. We aim to keep hold periods as short as possible and will provide updates if the review takes longer than anticipated.
4.3 Order Cancellations on Fraud Grounds
Where a concern cannot be resolved — for example, because you have not responded to our attempts to contact you, or because the information provided does not satisfy our verification requirements — we may cancel the order.
Where an order is cancelled on fraud prevention grounds and a payment has been received, we will issue a refund of the order amount, subject to any non-refundable payment processing fees that have been actually incurred. Refunds in these circumstances will be processed in accordance with our Refund & Returns Policy.
Cancellation on fraud prevention grounds is a last resort. We will always try to resolve the matter with you before cancelling.
4.4 Reporting to Authorities
Where we have reasonable grounds to believe that a transaction involves fraud, the use of stolen payment credentials, or other criminal activity, we may report the matter to the relevant authorities in Trinidad & Tobago. We take this step seriously and will only do so where the evidence reasonably supports such a report.
| Most order holds are resolved quickly once we are able to speak with the customer. If your order is on hold, please respond to our contact attempts as soon as possible. |
5. Payment Verification
5.1 Verification Before Sourcing
All payments are subject to verification before your order enters the sourcing process. For payments made through our online gateway, verification is typically completed in real time. For bank transfers, verification requires us to confirm that funds have been received and correctly matched to your order, which may take additional time.
5.2 Bank Transfer Matching
Where you pay by bank transfer, your transfer must include your order reference number as the payment reference. Without this, we may be unable to match your transfer to your order, which will delay verification and consequently the start of sourcing. Please contact us immediately if you have made a transfer without including a reference, so we can assist in identifying your payment.
5.3 Payment Amount Discrepancies
Where the amount received does not match the order total, we will contact you before proceeding. We will not commence sourcing where there is an unresolved discrepancy between the amount paid and the amount due. In most cases, discrepancies of this kind are the result of minor banking fees or rounding differences and can be resolved quickly.
5.4 Unidentified Payments
On occasion, a payment may be received that we are unable to match to any existing order. In such cases, we will make reasonable efforts to identify the sender and match the payment to the correct order. If you believe you have made a payment that has not been applied to your order, please contact us with your payment confirmation details and order reference number.
Unidentified payments will not be applied to any order until they have been matched and confirmed. Where an unidentified payment cannot be matched within a reasonable period, we will contact the sender to arrange a return of the funds.
| Always include your order reference number when making a bank transfer. Your order reference is provided in your order confirmation email. |
6. Chargeback Investigations
6.1 What Is a Chargeback
A chargeback occurs when a cardholder instructs their card issuer or payment provider to reverse a transaction. Chargebacks exist as a consumer protection mechanism and are intended for situations involving genuine unauthorised use of a payment method, or where a merchant has materially failed to deliver what was agreed.
6.2 Contact Us First
We ask that customers contact us directly before initiating a chargeback. In most cases, concerns about an order — including non-delivery, a product that arrived damaged or incorrect, or a request for a refund — can be resolved more quickly and with less difficulty through our support team than through a formal chargeback process.
Our support team is available Monday through Thursday, 10:00 AM to 5:00 PM (AST). You can reach us by email at electronicspixelhub@gmail.com or by WhatsApp at +868 356-7954. We are committed to responding to genuine concerns promptly and resolving them fairly.
6.3 Our Cooperation with Chargeback Processes
Where a chargeback is initiated, Pixel Hub Electronics will cooperate fully with any investigation conducted by your card issuer or payment provider. We will provide all documentation relevant to the transaction, which may include any or all of the following:
- The original order confirmation and payment receipt issued to the customer.
- Records of all communications between the customer and Pixel Hub Electronics relating to the order, including emails and WhatsApp messages.
- Shipping and tracking information confirming dispatch and, where available, delivery.
- Records of any refund, cancellation, or resolution offer made to the customer prior to the chargeback.
- Any verification documentation provided by the customer in connection with their order.
- Any other records that are relevant to establishing the facts of the transaction.
We maintain records of all transactions and customer communications for a reasonable period following the completion of an order, specifically to enable us to respond to disputes, chargebacks, and other post-transaction claims in a complete and accurate way.
6.4 Evidence Retention
The following categories of records are retained by Pixel Hub Electronics and may be submitted as evidence in a chargeback investigation:
- Order records — including the order confirmation, itemised invoice, pricing, and any special instructions associated with the order.
- Payment records — including the transaction reference, payment date, amount, and confirmation of payment status from our payment processor.
- Communications — including all email and WhatsApp correspondence with the customer from the point of order through to delivery or resolution.
- Shipping and tracking records — including dispatch confirmation, tracking numbers, carrier records, and, where available, delivery confirmation.
- Verification records — where a verification process was conducted in connection with the order, records of that process may also be retained and referenced.
Our records are contemporaneous and are maintained in the ordinary course of operating our business. We do not alter or reconstruct records after the fact.
| Keeping your own records — including your order confirmation, payment receipts, and any communications with us — will make it easier to resolve any dispute, whether through our support team or through your payment provider. |
7. Fraudulent Chargebacks
7.1 What Constitutes a Fraudulent Chargeback
A chargeback is considered fraudulent — sometimes referred to as friendly fraud — where a customer initiates a chargeback despite having received their order as described, or where the stated reason for the chargeback is false or materially misleading. Examples include claiming non-delivery where the order was received, or claiming an unauthorised transaction where the customer placed the order themselves.
7.2 Our Response to Fraudulent Chargebacks
Where we have credible evidence that a chargeback is fraudulent, we will dispute it through our payment processor and submit the evidence described in Section 6.3 to support our position. We approach this process factually and without aggression — we will present the records and allow the card issuer to make a determination on the merits.
We do not pursue customers aggressively over disputed chargebacks, and we do not make legal threats as a matter of course. However, where the evidence clearly establishes that a chargeback was made dishonestly and a financial loss has been caused as a result, we reserve the right to take appropriate steps to recover that loss, which may include escalating the matter to the relevant authorities in Trinidad & Tobago.
7.3 Chargeback History
Where a customer has a history of chargebacks or payment disputes that were found to be unwarranted, Pixel Hub Electronics reserves the right to apply additional verification requirements to future orders from that customer, or in serious cases, to decline future orders. Any such decision will be made on the basis of the specific facts and will be communicated to the customer where reasonably practicable.
| If you have a genuine concern about your order, please reach out to us before initiating a chargeback. We will always try to resolve a legitimate issue directly, and in most cases that is the faster and simpler route to a resolution. |
8. Cooperation Expectations
8.1 What We Ask of Customers
We ask all customers to engage with us honestly and in good faith. Specifically:
- Provide accurate personal and payment information when placing an order. Submitting false details creates problems for everyone and may result in your order being held or cancelled.
- Respond promptly to verification requests. If we contact you about your order, a timely response will help us process your order without unnecessary delay.
- Contact us before initiating a chargeback. If something has gone wrong with your order, we want to know about it and to resolve it with you directly.
- Keep your own records. Retaining your order confirmation and payment receipts makes it easier to resolve any dispute efficiently.
8.2 What Customers Can Expect from Us
In return, we commit to the following:
- We will be transparent about any concern we have with an order and will give you a fair opportunity to address it before taking any action that affects your order.
- We will make verification requests only when genuinely necessary, and we will ask for the minimum information required to address the specific concern.
- We will handle any information you provide in response to a verification request with care and in accordance with our Privacy Policy.
- We will cooperate fully and honestly in any chargeback or dispute investigation, submitting accurate records and not misrepresenting the facts.
- We will communicate clearly at every stage and keep you informed of developments that affect your order.
| Our goal is to process your order smoothly and deliver your product. Fraud prevention measures exist to protect everyone on the platform, and we apply them proportionately. |
9. Limitation of Liability
9.1 Our Position
Pixel Hub Electronics will not be liable for any loss or damage that is not a direct and foreseeable result of a breach of our obligations under this Policy or our other policies. Nothing in this Policy limits or excludes any liability that cannot be excluded under applicable law in Trinidad & Tobago.
9.2 Customer Responsibility
Where loss or disruption to an order is caused by a customer providing inaccurate or incomplete information, failing to respond to a reasonable verification request, or initiating an unwarranted chargeback, Pixel Hub Electronics will not be responsible for any resulting delay, cancellation, or cost.
9.3 Third-Party Payment Providers
Pixel Hub Electronics is not responsible for fraud prevention measures, errors, or decisions made by your card issuer, bank, or payment provider. Declined transactions, payment holds, and chargeback outcomes are ultimately determined by your financial institution, and Pixel Hub Electronics has no control over those decisions.
9.4 Maximum Liability
Where Pixel Hub Electronics is found to be liable to you in connection with a matter arising under this Policy, our total liability shall not exceed the total amount paid by you for the specific order to which the matter relates. This applies to all claims, whether arising in contract, tort, or otherwise.
| Nothing in this Policy affects your rights as a consumer under applicable law in Trinidad & Tobago. These terms are not intended to limit any statutory rights that cannot be waived. |
10. Relationship to Other Policies
This Fraud Prevention & Chargeback Policy forms part of the overall framework governing your use of Pixel Hub Electronics and all transactions with us. It operates alongside the following policies, all of which you agree to when placing an order:
- Terms & Conditions — the overarching framework governing your use of our platform and all transactions with Pixel Hub Electronics, including provisions on prohibited conduct, limitation of liability, and governing law.
- Payment Policy — governs accepted payment methods, payment verification, failed payments, non-refundable processing fees, and the chargeback process at the payment level. This Policy should be read alongside the Payment Policy for a complete picture of how transactions are handled.
- Refund & Returns Policy — governs claims for products that arrived damaged, defective, or incorrect, and sets out the refund process. Refunds issued following a fraud-related order cancellation are processed in accordance with that Policy.
- Order Cancellation Policy — governs cancellations, including those that arise as a consequence of a verification failure or fraud-related hold.
- Privacy Policy — governs the collection, use, and retention of personal information, including information collected during the verification process and records retained for chargeback purposes.
- Shipping & Delivery Policy — governs delivery timelines, tracking, and logistics. Shipping and tracking records referenced in this Policy as chargeback evidence are managed in accordance with that Policy.
In the event of any conflict between this Policy and another Pixel Hub Electronics policy, we will assess the circumstances and apply the most appropriate terms, communicating clearly with you throughout. Where a more specific policy addresses your situation, that policy will generally take precedence for that specific matter.
| All Pixel Hub Electronics policies are available on our website at pixelhub-tt.ddns.net. We recommend reading them as a complete set before placing your first order. |
11. Contact and Support
If you have a question about this Policy, wish to raise a concern about a transaction, or need to respond to a verification request, please contact our customer support team through the following channels:
| Business | Pixel Hub Electronics |
| Location | Trinidad & Tobago |
| Website | pixelhub-tt.ddns.net |
| electronicspixelhub@gmail.com | |
| +868 356-7954 | |
| Support Hours | Monday – Thursday, 10:00 AM – 5:00 PM (AST) |
Enquiries received outside of support hours will be responded to on the next available business day. For the purposes of this Policy, business days refer to Monday through Thursday, excluding Trinidad & Tobago public holidays.
| Please include your order reference number in all transaction-related communications. This helps us locate your records promptly and respond without unnecessary delay. |
12. Policy Updates and Version Numbering
12.1 Our Right to Update
Pixel Hub Electronics reserves the right to update or amend this Policy at any time. Any changes will take effect upon publication on our platform at pixelhub-tt.ddns.net. The version of this Policy applicable to your order is the version in force at the time your order was placed.
We encourage customers to review this Policy periodically. Continued use of our platform following any update constitutes your acknowledgement of the revised Policy.
12.2 Version Numbering
Version numbers are applied across all Pixel Hub Electronics policies to improve transparency regarding policy revisions. Version numbers are updated as follows:
- Minor updates — corrections, clarifications, and non-material improvements increment the decimal (e.g. 1.0 → 1.1 → 1.2, and so on through 1.9).
- Major updates — significant structural changes, new protections, or substantive revisions to customer rights increment the whole number (e.g. 1.9 → 2.0, 2.9 → 3.0).
The current version of this Fraud Prevention & Chargeback Policy is Version 1.0, effective May 2026.
PIXEL HUB ELECTRONICS — TRINIDAD & TOBAGO
Fraud Prevention & Chargeback Policy | Effective May 2026 | Version 1.0
This document constitutes the complete Fraud Prevention & Chargeback Policy of Pixel Hub Electronics.