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Complaints & disputes

How we handle complaints and disputed transactions

By Jupiter Team

• 2 articles

How to make a complaint

We want to hear when something has gone wrong. You can complain by live chat on our website, by email to team@agentify.finance, or by post to Jupiter Complaints, Agentify Finance, 1 Demo Street, London. What happens next - We acknowledge your complaint within one business day and give you a reference. - For complaints about payments we aim to send our final response within 15 business days; in exceptional cases this may take up to 35 business days and we will tell you why. - For other complaints we send a final response within 8 weeks. If you are not satisfied with our final response, or we have not resolved your complaint in time, you may be able to refer it to the Financial Ombudsman Service free of charge. We include their details in our final response. Jupiter is a demonstration brand; this page describes the process the demo follows.

Last updated on Sep 09, 2026

Disputing a transaction

I did not make this payment (unauthorised). Freeze the card, then report the payment as unauthorised from the transaction screen or by chat. Where a payment was unauthorised we refund you by the end of the next business day unless we have reasonable grounds to suspect fraud, in which case we tell you and explain. I paid but did not receive the goods or service, or the amount is wrong. Contact the merchant first; most cases are resolved that way. If that fails, raise a dispute within 120 days of the payment. We may ask for evidence such as order confirmations or correspondence, then raise a chargeback with the card scheme on your behalf. Chargebacks typically take 30 to 45 days. You can follow the status of any dispute under Disputes in your account.

Last updated on Sep 09, 2026