- In the first instance, please contact the merchant about the issue and try to resolve it directly with them.
- If unsuccessful, please gather all of the details about the claim (description of events, original purchase confirmation, any written evidence of your attempts to resolve the issue with the merchant directly). Please be aware that Mastercard® require all supporting documentation to be written in English, so please translate any evidence before sending to our team.
- Contact our Customer Service Team within 90 days from the original date of the transaction (120 for ATM transactions.) We will take your details and send you a disputes form.
- Once the form is received back, our team will dispute the charge on your behalf. Please bear in mind that we might request extra information to support your case.
When will I get my money back?
A member of our Customer Service Team will confirm via email when your refund has been processed. The chargeback process takes 45 days from the date of the submission of the dispute form to Mastercard. If successful, refunds typically take between 5-7 working days to reach your account.