In a situation where you are not satisfied with the goods or services you paid for, or you were charged an incorrect amount, please contact the merchant directly to request a full or partial refund. If your order hasn’t arrived, please check the expected delivery date and track the order if you can, before requesting a refund from the merchant.
Once you tried to resolve the issue with the merchant but it was unsuccessful, get in touch with one of our agents on chat, and we will be happy to help! Please have your proof of purchase and evidence of your attempt to contact the merchant ready, before speaking with an agent.
Please kindly note, it can take up to 45 days for MasterCard transactions and 30 days for Visa transactions for your dispute to be finalised once it is raised by our Chargeback Team.
If you have chosen to pay at the local exchange rate via merchants or payment gateways such as PayPal, unfortunately we can’t help you to raise a chargeback.