How can we help?

I would like a refund for something I bought

If you're unsatisfied with the goods or services you paid for, or were charged incorrect amount, please contact the merchant directly to request a full or partial refund.

If there is a transaction on your account that is unauthorized, chat to us right away. An investigation will be completed, and a response will be provided to you within 10 business days.

Refund from flight or hotel cancellation

In general, the refund should be received about 15 days after the hotel reservation or flight is cancelled. If the merchant agreed to refund you, but you haven't received the funds after this timeframe, the best solution is getting in touch with the hotel or airlines so that they can check if the refund was processed successfully.

If your flight or hotel booking was cancelled, but the payment is still pending, it should be reverted after 8 to 16 days. If this does not happen, please chat to us, and we'll help you with the transaction.

In case you've tried to resolve the issue with the merchant unsuccessfully, you can submit a chargeback form by going to your transactions' history, tapping on the payment you'd like to dispute and going to 'Report an issue'. You'll be able to submit a chargeback form from there.

Keep in mind that the chargeback timeframes are governed by card brand rules, this is why it may take even 12 weeks for your chargeback to be finalised once it is raised by our Chargeback Team.

I would like to get a refund but the payment is still pending

If the payment which should be refunded is still in pending state, it might be reverted to your account within 8 to 16 days, depending on the type of authorisation. If the card payment is eventually completed and the merchant is unable to help, please submit a chargeback form by choosing the relevant payment from your transaction history.

Related Articles