Unrecognised or duplicate charges, and chargebacks

What our charges look like

Payments to Ruachost appear on your bank or card statement as Ruach Hosting Limited.

A charge you don’t recognise

Before contacting your bank, check:

1. Automatic renewals. If you saved a card, renewals are charged automatically. Log in to the client area and check Billing → My Invoices for a paid invoice with the same date and amount. See Automatic renewal and saved cards.
2. Other people on your account. Someone you’ve given access to, such as a developer or colleague, may have placed an order. See Giving someone access to your account.
3. Another account. You may have a second Ruachost account with a different email address. See I can’t find my services.

Still can’t match it? Open a billing ticket with the date, amount and the last four digits of the card. We’ll find it for you.

If you think someone used your card without permission, contact your bank straight away to block the card, then tell us.

Charged twice

Duplicate charges usually happen when a payment is retried after an error, or when two invoices are paid.

1. Check Billing → My Invoices. If two invoices are paid, check whether both were genuine, for example a renewal and a new order.
2. If one invoice was paid twice, open a billing ticket with both transaction references. We’ll add the extra payment to your account credit, usually within 24 hours.

A “duplicate” that disappears after a few days was a temporary hold by your bank, not a second payment.

Disputing a payment (chargebacks)

A chargeback is when you ask your bank or card company to reverse a payment. Please contact us first. We can usually sort out a billing problem much faster than a bank dispute.

If a chargeback is opened:

• the services on your account are suspended until the dispute is resolved
• we provide your bank with the order and invoice details
• if the dispute is decided in our favour, or you withdraw it, we reactivate your services once any outstanding amount is paid

Related articles

• Refunds
• I was charged a different amount