Legal

Dispute Policy

Last updated: 14 October 2026

This Dispute Policy explains how LOOMOD (PVT) LTD (PV 00264345), the operator of Banksheet, handles complaints and disputes about payments, subscriptions, and the service. It forms part of our Terms and Conditions.

1. What this policy covers

• charges you do not recognise or believe are wrong;
• duplicate charges or charges after cancellation;
• refund requests that were declined;
• problems with the service you paid for, such as statements that could not be processed.

2. Step 1: Contact us

Email keshan@banksheet.lk with the subject “Dispute” and include:

• your name and the email address of your Banksheet account;
• the payment date, amount, and payment or order reference;
• a description of the problem and the outcome you are asking for;
• any supporting screenshots or documents.

3. Step 2: Our review

• We acknowledge every dispute within 2 working days.
• We investigate using our billing records, payment-gateway records, and service logs, and we may ask you for more information.
• We send you a written decision within 10 working days of receiving all the information we need. If we need longer, we will tell you why and when to expect an answer.
• If we find in your favour, we correct the charge or issue a refund under our Refund Policy.

4. Step 3: Escalation

If you are not satisfied with our decision, reply within 14 days asking for an escalation. A company director who was not involved in the first review will reconsider the dispute and send a final written response within 10 working days.

5. Card chargebacks

We ask that you contact us before raising a chargeback with your bank or card issuer, because most billing issues can be fixed faster directly. You keep your right to dispute a card transaction with your bank at any time.

If a chargeback is raised, we respond to the bank or payment gateway with the relevant records, such as your subscription, payment details, and usage. We may suspend paid features on the account while a chargeback is open. If the chargeback is decided in your favour, we will not charge you again for the same period.

6. Unresolved disputes

If a dispute cannot be resolved through the steps above, either party may refer it to mediation in Colombo before starting court proceedings. These policies are governed by the laws of Sri Lanka, and the courts of Colombo have exclusive jurisdiction. Nothing in this policy limits your rights under the Consumer Affairs Authority Act No. 9 of 2003 or other applicable Sri Lankan law.

7. Contact

Disputes and complaints: keshan@banksheet.lk.