Goods or Services Not Received - check for delivery noticesThis is when you haven’t received goods or services as promised by the merchant. Please check your delivery notice before contacting Curve as we will need it as evidence.

Goods or Services DefectiveThis is when goods or services don’t match their description or are faulty. Examples include:

the quality or workmanship of the product isn’t as described.

the specified colour, size, or quantity isn’t as described.

the goods provided are faulty or not fit for purpose.

In this instance, you may need to return the goods to the merchant at your own cost or have the goods made available for pick up by the merchant.

Counterfeit Goods"Counterfeit" means that the goods were not produced by an authorised manufacturer of the goods so they infringe on intellectual property rights.

Merchant Failed to RefundThis is when the merchant failed to disclose its refund policy at the time of the transaction and is unwilling to accept a return or cancellation of goods or services. This would include instances where the merchant hasn’t responded to the return or the cancellation communication or has refunded a smaller amount than the original amount you paid without proper reasons.This would also include cases where the merchant has confirmed that the refund will be processed but you haven’t received this refund yet.

Duplicate chargeThis is when you have been debited more than once for the same transaction.

1. Try to resolve the issue with the merchantWhen you have not received goods or services as expected and would like to raise a dispute, in the first instance contact the merchant and reasonably try to resolve the problem directly with them. If you’re unable to reach a resolution with the merchant, get in touch with Curve and we can help you with your claim. Please note, in the case of unauthorised transactions you don’t need to attempt to resolve this with the merchant.

2. Contact Curve

(a) Contact us with the following information:

A detailed description of events

Booking/Order confirmation

Evidence showing you’ve attempted to resolve with the merchant (emails/call logs) - this must be written communication

Any other evidence you feel may help your case

(b) Always communicate in an email the issues that you’d like to raise.

3. Process Refund Once you get in touch with all of the information mentioned above, Curve will review your claim. If eligible, we will then raise a dispute on your behalf through the Mastercard Chargeback Scheme for the transaction(s) in question.Decisions on claims are made at Curve’s discretion. When you submit a claim to Curve, we have the right to choose to refund you immediately, or process your refund once Curve has confirmed that your chargeback has been successful.Please note that, if you were refunded when your dispute was raised and before its final outcome was confirmed, this refund is a temporary credit which is pending the outcome of your claim. Should your chargeback be rejected by the merchant, Curve reserves the right to re-debit these funds. This can be from any payment card, including any funds available from Curve Send funds on your Curve account, and will be processed three working days after we have contacted you to confirm your chargeback was unsuccessful.In the event that the outcome isn’t in your favour, a dispute can’t be raised with your underlying card issuer.The maximum amount you can be refunded via Curve Customer Protection is £100,000 per dispute, this will include multiple transactions for the same purchase. If you exceed this amount, we’d be happy to help raise a chargeback on your behalf under regular Mastercard Chargeback rules.The amount reimbursed won’t include postage for returning the product. We will only reimburse the amount of the original transaction or the proportion of the original transaction - whichever is applicable.

Real estate transactions (including the purchase of a timeshare)

Car hire or car purchase transactions

Transactions made at investment companies or for the purchase of financial products

The purchase or sale of shares or any form of interest in a business

Purchases made for the purpose of trading cryptocurrencies or any other type of commodity (as noted above, we cannot raise a chargeback for this type of transaction)

Any illegal or illicit goods

Dating/Escort services

Transactions made at automated fuel dispensers

Transactions for the purpose of buying, selling or trading foreign currency

Donations

Top-ups made to a financial service or payments made to any other financial service for services provided or payments made on crowdfunding platforms

Repayment of loans

Payment of utilities, taxes or any other government services or to any government agency

Transactions completed due to human error

Direct marketing purchases

Purchase of any industrial machinery or major assets for commercial use

Trial subscriptions, you have failed to cancel

Adult content

Stored value cards, prepaid cards, gift cards

The goods are being held in customs for unpaid duty or customs fees. You’re obligated to pay the appropriate fees.

The merchant delivered the merchandise and you refused to accept delivery.

You’ve signed a waiver absolving the merchant from responsibility if the goods or services aren’t received.