Frequently Asked Questions

Find answers to common questions about Clearzone payment processing, disputes, and our services

General Questions

What is Clearzone?

Clearzone Trading Ltd is a Cyprus-based payment processing company that acts as a merchant of record for various online businesses. We facilitate secure payment processing while our merchant partners provide the services you purchase.

Why does "Clearzone" appear on my statement?

When you make a purchase from one of our merchant partners, Clearzone processes the payment on their behalf. This is why you'll see "Clearzone," "Clearzone Trading," or similar variations on your bank or credit card statement, along with other descriptors like "LAZ-PAY.COM" or "FANS-PAY.COM."

What services does Clearzone provide?

Clearzone provides payment processing services, merchant of record services, dispute resolution, and compliance support for online businesses. We do not provide the actual products or services you purchase - those are provided by our merchant partners.

Is Clearzone safe and legitimate?

Yes, Clearzone Trading Ltd is a legitimate payment processor registered in Cyprus (Company Registration: HE 469160). We comply with all applicable payment processing regulations and maintain strict security standards to protect your payment information.

Payment and Billing

I don't recognize this charge. What should I do?

If you don't recognize a Clearzone charge, please check if you or someone with access to your payment method made a purchase from any of these types of websites:

  • Adult entertainment or dating websites
  • Escort or massage booking platforms
  • Premium content subscription services
  • Online gaming or virtual goods

The charge may appear days after the actual purchase, and the website name might not be immediately obvious from the statement descriptor.

What payment methods do you accept?

We accept major credit and debit cards (Visa, Mastercard), as well as alternative payment methods including CashToCode, eSecure Voucher, and Neosurf. The available payment methods depend on the specific merchant and your location.

Can I get a refund?

Refund policies are set by the individual merchants who provide the services. Clearzone processes payments but does not control refund policies. You must contact the merchant directly for any refund requests. If you cannot reach the merchant or they are unresponsive, you can then contact us for assistance.

How do I cancel a subscription?

Subscription cancellations must be handled directly with the merchant who provides the service. Clearzone only processes the payments - we cannot cancel subscriptions on behalf of merchants. Contact the website or service where you signed up to cancel your subscription.

Disputes and Chargebacks

IMPORTANT: Contact Merchant First

You MUST contact the merchant directly before initiating any chargeback or dispute. Failure to do so may result in your dispute being rejected. Only contact Clearzone if the merchant does not respond within a reasonable timeframe (typically 5-7 business days).

What is the proper dispute process?

Step 1: Contact the merchant directly first

  • Use the contact information on their website
  • Check your email for customer service contacts
  • Look for live chat or support tickets on their platform
  • Allow 5-7 business days for a response

Step 2: If the merchant doesn't respond, contact Clearzone

  • Use our dispute form
  • Provide evidence of your attempts to contact the merchant
  • Include all relevant transaction details

Step 3: Only initiate a chargeback as a last resort

  • After both merchant and Clearzone have been contacted
  • If no satisfactory resolution is reached
  • Contact your bank or card issuer

Why can't I just do a chargeback immediately?

Chargebacks should be a last resort because they:

  • Often take longer to resolve than direct merchant contact
  • May result in account restrictions with the merchant
  • Can be disputed by the merchant, leading to further delays
  • May not be successful if proper dispute procedures weren't followed

Most issues can be resolved quickly by contacting the merchant directly first.

What information do I need for a dispute?

When contacting us about a dispute, please provide:

  • Transaction date and amount
  • Statement descriptor (how it appears on your statement)
  • Card number (last 4 digits only)
  • Evidence of attempts to contact the merchant
  • Description of the issue or reason for dispute
  • Any relevant screenshots or documentation

How long does dispute resolution take?

Dispute resolution timeframes vary depending on the complexity of the issue:

  • Direct merchant contact: Usually 1-5 business days
  • Clearzone assistance: 2-7 business days after merchant contact
  • Chargeback process: 30-90 days through your bank

Technical Support

My payment was declined. What should I do?

Payment declines can occur for various reasons:

  • Insufficient funds or credit limit reached
  • Card expired or incorrect details entered
  • Bank security measures or fraud prevention
  • International transaction restrictions

Contact your bank first to ensure there are no restrictions on your card, then try the payment again.

Is my payment information secure?

Yes, Clearzone uses industry-standard security measures including SSL encryption and PCI DSS compliance to protect your payment information. We do not store your full card details after processing.

Can I update my payment method for subscriptions?

Payment method updates for subscriptions must be done directly with the merchant through their website or customer portal. Clearzone processes payments but does not manage subscription details or billing information updates.

Still Have Questions?

If you couldn't find the answer to your question above, please remember our contact policy:

  1. Contact the merchant first - Most issues can be resolved directly with them
  2. Wait for merchant response - Allow 5-7 business days for a reply
  3. Contact Clearzone if needed - Only if the merchant doesn't respond or resolve the issue
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