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1Scan for outdated or missing drivers - takes under a minute2Repair Windows errors before they cause bigger problems3Fix the driver behind crashes, sound loss and screen glitchesIf a restaurant canceled your reservation, kept a deposit after a qualifying cancellation, or failed to provide catering you paid for, ask the business for a refund first. If that does not work, a U.S. credit-card charge for a service not received or not delivered as agreed may qualify as a billing error. Send a written dispute to the card issuer’s billing-disputes address within 60 calendar days after the statement containing the charge was sent. Debit-card protections and deadlines are different, so contact the bank promptly and confirm its procedure.
Your result depends on the booking terms, cancellation timing, payment method, and facts. A canceled reservation is not automatically refundable, and a disclosed deposit or cancellation fee may affect the outcome.
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Know which remedy you are asking for
People often use “chargeback” to describe any challenge to a card payment, but two different actions are involved. A merchant refund is money the restaurant or caterer voluntarily returns or a reversal it requests. A card billing dispute asks the issuer to investigate a charge under the rules for that card and transaction. Start with the merchant, then use the issuer’s process if the business refuses, ignores you, or cannot correct the charge.
When the service was never provided
Examples include a caterer that did not appear, delivered no food, or canceled after taking payment without supplying the agreed replacement. A credit-card charge for something not received or not delivered as agreed can fit the billing-error category described by the Consumer Financial Protection Bureau (CFPB) and Federal Trade Commission (FTC).
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When the customer canceled a reservation
Your cancellation alone does not establish a refund right. The restaurant may have disclosed a nonrefundable deposit, a cancellation window, or a no-show fee. Whether that term controls can depend on what was shown when you booked, when you canceled, applicable contract and consumer law, and the particular facts. The general federal guidance does not decide whether a specific fee is enforceable.
When only part of catering was delivered
Document exactly what was missing or materially different. A partial delivery may require a partial merchant refund or a dispute for the undelivered portion, but the issuer will assess the transaction and evidence. Do not describe a fully delivered order as completely nonexistent.
Step 1: Ask the restaurant or caterer for a refund
The CFPB’s consumer guidance says to first reach out to the company that sold the product or service and ask it to refund the money or undo the charge. Make the request promptly and in writing even if you first speak by phone.
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Include the facts the business needs
- Your name and the booking or order number.
- The transaction date and amount, including any deposit, balance, service fee, or tip that was charged.
- The reservation date and time, or the catering delivery and event date.
- When you canceled, when the business canceled, or when the promised service failed.
- The remedy you want: a full refund, a specified partial refund, or reversal of a particular fee.
- A reasonable response date and the best way to reach you.
Attach or quote the confirmation and cancellation policy so the business can match your request to its records. Keep the message, sent timestamp, screenshots, call log, and every response. If a manager promises a refund, ask when it will be processed and how it will appear on your account.
A concise request you can adapt
“On [date], I paid [amount] for [reservation or catering order]. The reservation was canceled on [date] under the policy shown at booking, or the catering was not provided as agreed on [event date]. Please refund [amount] to the original payment method and confirm the processing date. I have attached the confirmation, payment record, cancellation or non-delivery evidence, and the applicable terms.”
A merchant’s refusal does not end your options, but it becomes part of the record you can give the issuer.
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Step 2: Check the agreement and preserve evidence
Before characterizing the charge as an error, determine what you actually agreed to. Reservation and catering terms can distinguish a customer cancellation from a restaurant cancellation, set different deadlines, or make a deposit refundable only in specified circumstances.
Collect the booking record
- Reservation confirmation or catering contract, including the date and time it was accepted.
- The cancellation, refund, deposit, no-show, substitution, delivery, and force-majeure terms displayed at booking.
- Receipt, invoice, card statement, and proof of each payment.
- Your cancellation notice and the restaurant’s acknowledgment, if any.
- Messages showing a promised delivery time, menu, quantity, replacement, or refund.
- For non-delivery, photos, venue records, delivery tracking, and messages showing that no acceptable service arrived.
- For a partial or defective order, an itemized list of what was missing, late, or materially different.
Visa merchant guidance says refund and cancellation policies should be clear. That supports checking what was presented to you, but it does not by itself determine whether a particular policy is enforceable or whether you are owed money.
Separate a policy dispute from a service failure
If you canceled outside the stated window and the restaurant applied a clearly disclosed fee, explain why you believe the charge still conflicts with the agreement or what the business promised afterward. If the restaurant canceled, failed to appear, or did not deliver the agreed catering, identify that fact directly. An issuer needs a specific explanation, not simply “I changed my mind.”
Step 3: Contact the card issuer promptly
Credit card
Call the number on the back of the card or use the issuer’s secure dispute channel and say that a restaurant or catering service was canceled or not provided as agreed. Ask to open a billing-error dispute and ask where the required written notice must be sent. The issuer may use the terms dispute, billing error, or chargeback; ask which process and deadline apply to your transaction.
For Visa cards, consumer instructions direct you to contact the issuer or bank using the number on the card. Network procedures and online forms can vary by issuer, so do not rely on a generic deadline from a website or another bank.
Debit card
Tell the bank or debit-card issuer immediately that the merchant charged you for a canceled or unfulfilled service and ask for its dispute procedure and deadline. Do not assume the credit-card billing-error rules apply. FTC guidance explains that debit-card protections differ and that a consumer may not receive a refund for non-delivery or wrong delivery under the same protections available for credit cards.
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Other payment methods
The cited federal guidance does not establish a single procedure for cash, gift cards, buy-now-pay-later products, or payment apps. Use the provider’s own terms and contact its support promptly. The restaurant’s contract and state law may also matter.
Step 4: Send the required written credit-card notice
For the U.S. credit-card billing-error process, your written notice generally must reach the issuer within 60 calendar days after the statement containing the charge was sent. The clock is tied to the statement date, not necessarily the day you first noticed the problem or the day the restaurant rejected your request.
Use the correct address
Send the notice to the billing-inquiries or billing-disputes address printed on the statement or identified in the card agreement. That may be different from the address used for payments. Sending a letter to the payment address can jeopardize the protections associated with the statutory written notice.
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- Your name, billing address, and account number or the identifier requested by the issuer.
- The merchant name, transaction date, and exact amount being disputed.
- A plain description of what happened: canceled reservation, merchant cancellation, non-delivery, or delivery not matching the agreement.
- Why the charge is an error or why the service was not received as agreed.
- The correction you request, such as removing the charge or crediting a specified amount.
- Copies, not originals, of supporting records.
The CFPB and FTC advise a clear written explanation and record retention. The document list above is practical preparation, not an exhaustive legal checklist. Keep a complete copy of what you send and proof of delivery, such as certified-mail tracking or the issuer’s electronic confirmation.
Sample notice
Subject: Billing-error dispute for restaurant or catering charge
I dispute the charge of [amount] from [merchant] posted on [date] to account ending in [last four digits]. I paid for [reservation or catering service] scheduled for [date]. [The merchant canceled and did not provide the service / The catering was not delivered as agreed / The delivered service materially omitted the items listed in the agreement].
I contacted the merchant on [dates] and requested [refund or correction]. The response was [brief description], or no response was received. Please investigate and remove or credit the disputed amount. Copies of the confirmation, terms, payment record, cancellation or non-delivery evidence, and communications are enclosed.
Please send written confirmation of the investigation and its result.
Name:
Address:
Phone or email:
Date:Replace every bracketed item with your facts before sending. Keep the language factual and limit the dispute to the amount and service actually at issue.
Step 5: Track the investigation and pay what is not disputed
For a covered written credit-card billing-error notice, the issuer generally must acknowledge it within 30 days, unless it has already resolved the issue. The FTC says the issuer generally must resolve the dispute within two billing cycles and no more than 90 days. These are federal process timelines for the described billing-error procedure, not a promise that every merchant dispute will be decided in your favor.
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Continue paying the undisputed balance
During the investigation, you generally do not have to pay the disputed amount or related charges, but you remain responsible for the rest of the account and must pay the undisputed portion on time. A missed payment on unrelated purchases can create fees or credit consequences even while the restaurant charge is under review. Check each statement for credits, reversals, finance charges, and the amount the issuer says remains due.
Keep a dispute timeline
- Record the statement date on which the charge appeared.
- Record when you contacted the restaurant and what it promised.
- Record the date and method used to send the written issuer notice.
- Save the issuer’s acknowledgment, case number, requests for information, temporary credits, and every response.
- Mark the expected 30-day acknowledgment and 90-day outer resolution points, while following any earlier issuer instructions.
If the issuer decides that some or all of the charge is valid, CFPB guidance says it must explain why, identify how much is owed, and state when payment is due. Keep that decision with your records. If the issuer requests additional evidence, answer by its stated deadline and explain any missing document rather than ignoring the request.
When a separate unpaid-balance rule may help
There is a different, conditional credit-card rule for asserting claims or defenses against the issuer when part of the purchase price remains unpaid. It is not a general license to stop paying a card balance and does not apply after the transaction has been fully paid.
In a 2024 summary, the CFPB identifies conditions that include:
- A good-faith effort to resolve the problem with the seller first.
- A purchase price of more than $50.
- A purchase made in the consumer’s home state or within 100 miles of the consumer’s home.
- A qualifying credit-card purchase with an amount still unpaid.
These conditions are only part of the analysis. Ask the issuer which rule it is applying, keep paying amounts that are not in dispute, and verify the exact requirements for your transaction. The more familiar 60-day written billing-error notice and this unpaid-balance rule are related but not interchangeable.
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| Situation | First practical step | Important distinction |
|---|---|---|
| U.S. credit card and a canceled or unfulfilled service | Request a merchant refund, then contact the issuer and send written notice. | Written notice generally must reach the issuer within 60 calendar days after the statement containing the charge was sent; acknowledgment and resolution timelines generally apply. |
| Debit card | Contact the bank or debit issuer immediately. | Protections and deadlines differ from credit-card billing-error rights; do not assume the same recovery. |
| Part of a credit-card purchase remains unpaid | Contact the issuer and assess the separate unpaid-balance rule. | Conditions described by the CFPB include good-faith seller contact, a price over $50, geographic limits, a qualifying credit-card purchase, and an unpaid amount. |
| Cash, gift card, payment app, or buy-now-pay-later payment | Use the provider’s stated complaint process and the merchant’s terms. | The federal credit-card procedures described here do not establish the same remedy for these methods. |
Scenario guidance
The restaurant canceled your reservation
Save the cancellation message and ask for the return of every amount the restaurant agreed to refund. If it moved the reservation to a date you did not accept or offered no service, say so. A credit-card dispute should identify the canceled service and the amount retained, while acknowledging any term the restaurant says permits a fee.
You canceled and the restaurant kept a deposit
Compare your cancellation timestamp with the disclosed deadline and identify whether the deposit was described as refundable, transferable, or nonrefundable. Ask the merchant to apply the policy consistently and explain any exception it made. Do not tell the issuer that a refund is automatic merely because you canceled; explain the contract language and the facts supporting your position.
The caterer never arrived
Document the event date, promised delivery window, attempts to reach the caterer, substitute food or emergency expenses, and whether any portion was delivered. Request a refund for the service not supplied. If the caterer disputes the facts, send the issuer the contract, invoice, messages, venue confirmation, and a concise chronology.
The catering order was materially incomplete
List each missing tray, item, quantity, or service and its price if the invoice itemizes it. Ask for a proportional refund or other agreed correction. A narrowly stated dispute is easier to evaluate than a claim for the full amount when some of the order was accepted and used.
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Common mistakes that weaken a dispute
- Waiting more than 60 calendar days after the statement was sent before mailing a credit-card billing-error notice.
- Sending the notice only to the payment address instead of the billing-disputes address.
- Relying on a phone call or online form without following up in writing when the statutory written notice is required.
- Disputing a charge without first asking the restaurant or caterer to correct it.
- Ignoring the cancellation, deposit, or no-show terms shown at booking.
- Claiming the entire catering order was missing when only part was not delivered.
- Stopping payment on the whole credit-card account instead of paying the undisputed balance.
- Assuming debit-card protections, card-network deadlines, or another issuer’s form applies to your card.
- Sending original documents or failing to keep proof of delivery and copies.
A practical timeline checklist
- Today: Save the confirmation, terms, receipt, statement, cancellation or non-delivery proof, and all messages.
- Next: Send the restaurant or caterer a written refund request that states the amount and reason.
- Immediately after an unsuccessful response: Call the card issuer or bank, open the appropriate dispute, and ask for the exact written-notice address and deadline.
- Within 60 calendar days of the credit-card statement being sent: Mail or electronically submit the written billing-error notice as the issuer instructs, retaining proof.
- During review: Pay the undisputed balance, answer evidence requests, and watch statements for credits and new due dates.
- At the decision: Read the explanation, preserve it, and follow the issuer’s instructions for any amount it says remains payable.
What these federal guidelines do not decide
They do not establish that every canceled reservation is refundable, decide whether a particular cancellation or no-show fee is enforceable, or resolve state-specific contract rights. The FTC merchandise rule about orders of goods and shipping delays is not a general restaurant-service cancellation rule. Exact card-network and issuer deadlines can vary, and non-U.S. transactions are governed by different law. When the amount is substantial or the contract language is unclear, consider advice from a qualified consumer-law professional in the relevant jurisdiction.
Official guidance in plain language
“First, reach out to the company that sold the product or service you purchased with your credit card.”
Consumer Financial Protection Bureau, “How can I get a refund on a product or service I purchased with my credit card?”
“To protect your rights you must also send a written billing error notice to the card company within 60 calendar days after the charge appeared on your statement.”
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Special offer. See more information about Outbyte and uninstall instructions. Please review EULA and Privacy policy.Consumer Financial Protection Bureau, “How do I dispute a charge on my credit card bill?”
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