Looking to get a refund for a payment? Some payments are final, whereas others can be charged back. This has to do with the different payment scenarios, each having their own rules and regulations.
Please note: refunds are only possible from our side for some card payments and direct debits.
How can I get a refund?
Before you request a chargeback for a payment with bunq, you must always reach out to the merchant to ask for a refund directly. Merchant’s are mostly willing to help since chargebacks can be financially damaging for the merchant. Also note, that if the merchant provides the refund directly, the case can be solved quicker than the time scales involved with chargebacks.
If after 7 days the merchant hasn’t replied to your request, or if they informed you that they are not willing to help you with a refund, you can contact the bunq support team with the details of the dispute and a copy of the communication with the merchant. This way, we will be able to look into the possibility of initiating a refund from our side. For merchants that are impacted by covid-19, this 7-day response time is extended to 15 days.
The process of reviewing your claim and processing with the refund may take from one to 12 business weeks.
This diverse time frame is because merchants are granted 30 days to respond to our ‘requests for information’, as well as 45 days to dispute the submitted chargeback. Depending on the individual case, different steps may be taken within the process.
Please check our pricing sheet for more information about incidental costs and our team will remain at your disposal to help you throughout the whole process. 👍
How can I request a refund in the app?
Follow the steps below to see how you can request a refund in the app:
Keep in mind:
- When a card payment has been refunded by us, it's still possible for the merchant to dispute the refund, where a processing fee can also be charged.
- If funds are temporarily held on your card, such as for a hotel room or car rental, the amount will be refunded after 30 days.
Refunds for direct debits
To request a refund for a direct debit in the app, follow the steps in the video below:
If you’re looking for a refund for a direct debit, please keep in mind:
- You must be the owner of the monetary account in order to request the refund.
- You must request the refund within 56 day that the direct debit was accepted.
- This is not available for business to business direct debits.
You'll receive a push notification in the app once there is updated news!
What can't be refunded?
Refunds are not possible for the following types of payments:
- Bank transfers
- iDEAL & SOFORT payments
- TransferWise payments
- B2B direct debits
Because we process these payments instantly, their systems do not allow us to request refunds for you after the payment was made.
If you're looking for a refund for one of these options, we recommend directly requesting it from the other party.
How do I know if I received the refund?
When your refund has been processed you will receive a push notification from your bunq app. For more information on how the refund is shown in the app, have a look here.
You can also export a bank statement to verify if you’ve received the refund correctly.
Want to learn more?
Explore more bunq knowledge here. 🌈