Question 1

How do I start a case?

Accepted Answer

Submit a free eligibility check from our homepage. We typically respond within one business day with an indicative recovery range, a fee quote and a case plan. If you choose to proceed, we send an engagement letter and begin work the same day it's signed.

Question 2

What documents do I need to provide?

Accepted Answer

At minimum: your merchant account agreement, the most recent freeze/termination notice, the last three months of settlement reports, and ID for the company's signatory. Additional documents (chargeback exports, bank statements, communication threads with the processor) accelerate the case but are not strictly required upfront.

Question 3

Do I need a lawyer already?

Accepted Answer

No. We staff every case with a qualified solicitor or attorney in the relevant jurisdiction. If you already have counsel, we can work alongside them or hand off our case file at any point.

Question 4

What is your fee?

Accepted Answer

Standard engagements are no-win-no-fee. Our contingency fee is 18–25% of recovered funds, depending on case complexity and jurisdiction. You will see the exact rate in your engagement letter before you commit to anything.

Question 5

Are there any upfront costs?

Accepted Answer

No upfront fees for standard cases. For matters that require court filings or expert reports, third-party disbursements (court fees, sworn translations, expert witness fees) are billed at cost — always with your prior written approval.

Question 6

What if you don't recover anything?

Accepted Answer

You owe us nothing. No success, no fee. The only exception is pre-approved disbursements already paid to third parties.

Question 7

How are recovered funds paid out?

Accepted Answer

Recovered funds are wired to a segregated client account, our fee is deducted, and the net amount is wired to the bank account you nominated at onboarding — usually within 5 business days of receipt.

Question 8

How long does a typical case take?

Accepted Answer

Most reserve-release and freeze cases resolve in 6–12 weeks. Termination cases with chargeback disputes take 10–20 weeks. Cases that go to formal litigation or regulatory complaint can take 6–12 months. We give you a realistic timeline in your initial case plan and update it as milestones are hit.

Question 9

What does the process look like?

Accepted Answer

Five stages: (1) Intake & eligibility, (2) Evidence packaging, (3) Formal demand to the processor, (4) Escalation (regulator, acquirer, scheme), and (5) Settlement & payout. You see each stage in real time in your client dashboard.

Question 10

Will I have a dedicated case manager?

Accepted Answer

Yes. You're assigned a named case manager and a supervising solicitor. Both are reachable by email, in-app message and phone. We do not use shared inboxes or ticket queues for active cases.

Question 11

What kinds of cases do you take?

Accepted Answer

Reserve releases, account freezes, account terminations with held balances, mass chargeback disputes, and PSP/EMI insolvency claims. We cover Visa, Mastercard, Amex, Discover, and major alternative payment methods.

Question 12

What about high-risk industries (CBD, gambling, adult, crypto)?

Accepted Answer

Yes — high-risk verticals are a core part of our work. Acquirers freeze high-risk merchants disproportionately, and we have specialist counsel for each segment.

Question 13

Where can you operate?

Accepted Answer

EU, EEA, UK and US directly through in-house teams; 17 additional jurisdictions through partner law firms (including UAE, Singapore, Hong Kong, Australia, Canada, Mexico and Brazil).

Question 14

What law governs my engagement?

Accepted Answer

Engagement letters default to Irish law (Republic of Ireland courts, Dublin) for EU/UK clients, and New York law for US clients — unless you and your assigned firm agree otherwise in writing.

Question 15

Is this legal advice?

Accepted Answer

Information on our website is not legal advice. Legal advice is only provided to you under a signed engagement letter with one of our partner law firms, scoped to your matter.

Question 16

How do you protect my data?

Accepted Answer

ISO 27001 certified, SOC 2 Type II audited annually. Documents are encrypted at rest (AES-256) and in transit (TLS 1.3), held in EU data centres by default, with role-based access and full audit trails. See our Security page for details.

Question 17

Where is my data stored?

Accepted Answer

Primary storage is in the EU (Ireland and Germany). Backups are encrypted and held in a second EU region. US clients can opt for US data residency at onboarding.

Question 18

Can I delete my data?

Accepted Answer

Yes. You can export and delete your data from your account at any time, subject to legal-retention obligations (e.g. AML record-keeping under EU Directive 2015/849 requires us to retain certain records for 5 years after case closure).

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