In this article, you’ll learn:

• What charge disputes (aka chargebacks) are and why doulas are especially vulnerable to them

• Simple, proactive ways to protect yourself and your business

• What to include in your contracts and client communication to avoid confusion or disputes

• How to respond calmly and professionally if a dispute happens

• When to fight a dispute vs. when to refund and move on

• What solo doulas need to know vs agency doulas

• The mindset shift that makes all the difference: it’s business, not personal

Let’s get something straight: a charge dispute doesn’t mean you did something wrong.

But if you’re not prepared for one, it will feel like a punch to the gut.

As doulas, our work is deeply personal. We support people through life-altering moments. So when a payment gets challenged, it stings. It feels like someone just questioned your integrity and your impact.

But here’s the truth: disputes are a part of running a doula business. And if you’re running a business, you need to be prepared, not panicked.

This guide will show you how.

What is a Charge Dispute?

A charge dispute (also called a chargeback) happens when a client contacts their bank or credit card company to challenge a charge, usually claiming:

• They didn’t authorize it
• They didn’t receive the service
• The charge looked suspicious or unfamiliar
• The service was not as described

Once a dispute is filed, the money is instantly pulled from your account (plus a fee) while the bank investigates. Even if you win, it can take 2-3+ months to get it back.

That’s why proactive prevention is everything.

Why Doulas Are Vulnerable to Disputes

Unlike physical products, our services are intangible. (Or it could be for a digital product, class, or other service you sell as an add-on.) You can’t “prove delivery” with a tracking number. Even a photo of you at the birth may not sway a bank.

Plus, many disputes aren’t malicious; they’re:

• A partner seeing an unfamiliar charge and flagging it
• A client forgetting your business name and assuming fraud
• An honest misunderstanding about your policies

You’re not powerless, but you must be prepared.

PREVENTION: How to Protect Yourself from Charge Disputes

You can’t eliminate all risk, but you can make your case bulletproof. Here’s how:

✅ Use Clear, Specific Contracts

• Your contract should outline services, fees, refund policies, and cancellation terms.
• Use checkboxes or signatures for each individual major policy.
• Keep it simple but legally sound.
• Have a business bank account and good policies in place for accepting online payments.

✅ Match Your Charge Name to Your Brand

If your business is “Rainbow Birth Doula,” but your Stripe charge says “J. Smith Services LLC,” that’s a red flag to a partner or a sleep-deprived new parent.

Pro tip: Tell clients at checkout, “Your statement will show a charge from ‘XYZ NAME’. Please make a note.”

✅ Show Policies at Point of Payment

• Use acknowledgment checkboxes near your checkout form
• Link to terms again in your invoices or booking confirmation
• Remove “I didn’t know” from the equation

✅ Document Everything

• Save messages, emails, and screenshots of any service interactions
• Keep signed contracts and payment confirmations organized
• If you attend a birth or offer services, a photo or check-in message helps back it up

IF IT HAPPENS: How to Handle a Charge Dispute Like a Pro

1. Don’t panic and don’t take it personally.

Even if it feels personal, treat it like a business hiccup.

2. Reach out to the client (if appropriate).

Sometimes, it’s a simple mistake. A quick message like:

“Hey! I noticed a dispute came through for your payment on [date]. Just checking in – sometimes this happens by accident if a partner doesn’t recognize the charge. Let me know if you’d like me to resend a receipt!”

If they realize the mistake, they can cancel it with the bank directly.

3. Prepare your response

If you choose to appeal the dispute, your bank will usually give you guidance on how to build your case:

• A PDF packet with:
  • A short summary at the top
  • A narrative timeline of events and services rendered
  • Screenshots of contracts, messages, service logs, check-ins, and invoices
  • Any visual proof (within reason – respect client privacy)

Important: You’ll still be charged a dispute fee whether you win or not, and the money will be held during review.

4. Know when to refund

If you know you missed the mark or failed to follow your own contract, it may be best to refund and move forward. Just don’t make refunding your default.

Appealing isn’t petty – it’s professional.

⚠️ IF YOU WORK FOR AN AGENCY

Disputes get more complex. Check:

• Who owns the payment account? The agency may receive the dispute, not you.
• Are you still paid if the client wins the dispute?
• Who handles the paperwork and evidence? You may need to submit your proof to the agency, not the payment processor.

Don’t assume – ask. Protect your paycheck.

This Is Business. Protect It.

Charge disputes suck. But they’re not a sign that you’re a bad doula or doing it wrong.

They’re a reminder that professionalism matters. That policies matter. That you can hold boundaries and serve with heart.

So set yourself up with the right systems, keep your records clean, and trust yourself to handle whatever comes your way.

You’re running a real business. Treat it like one.