- 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 it’s a Mastercard rule that all supporting documentation needs to be written in English, so please translate any evidence before sending to the Disputes Team.
- Get in touch with us at support@curve.com within 120 days from the original date of the transaction.
- Our Disputes Team will be back in touch with you as soon as possible. Please bear in mind that we might request extra information to support your case or to raise the chargeback on your behalf.
When will I get my money back?
If your purchase is covered by our Customer Protection Policy, we will refund you once your chargeback has been raised. A member of our Disputes Team will confirm when your refund has been processed. It usually takes between 1-5 working days for the refund to reach your account.
It may be worth noting that this is a temporary refund, and, should the merchant have grounds to challenge your dispute, we may have to re-debit the temporary refund that was issued to you whilst raising your dispute.
Decisions on refunds are made at Curve’s sole discretion, and not every purchase is covered by our Customer Protection Policy. You can find out what is and isn’t covered by clicking here.
When you submit a claim to Curve, we also have the right to choose to refund you immediately or to process the refund once the outcome for your chargeback has been confirmed as successful after the 45 day timeframe has passed.