Hey bunqer 🌈
If you've been charged for a subscription or recurring payment you didn't expect, we're here to help you understand your options. Before starting a chargeback, it's important to check if your situation qualifies. Not all subscription charges are eligible for disputes—especially if the payment was part of the merchant's Terms & Conditions (T&Cs) that you agreed to when signing up.
To determine what to do next, please look at the two scenarios below:
Scenario 1: You cancelled the subscription but were still charged
If you already officially requested a cancellation with the merchant and have proof (e.g., a cancellation confirmation email or screenshot), but they still debited your account, you have a valid reason to dispute the payment. We'll help you collect the evidence needed to submit your case.
What should I do next?
Gather your proof of cancellation (emails, screenshots, or receipts).
Tap the payment in your Activity tab.
Select "Report a problem" and follow the steps to submit your dispute.
We'll review your case and work to recover your money as quickly as possible.
Scenario 2: You forgot to cancel or missed the Terms & Conditions
Under Mastercard rules, if the first payment was authorized and you agreed to the merchant's T&Cs, the charge is considered authorized. This includes situations where you simply forgot to cancel before the next billing cycle. These cases are generally not eligible for a chargebacks dispute.
What should I do next?
Do not file a dispute in the app.
Check the merchant's specific cancellation and refund policy.
Contact the merchant directly to request a refund or cancel future payments. They may be able to refund you or help cancel future charges.
Keep records of your communication with the merchant in case you need them later.
Why do I need to check the Terms & Conditions?
When you sign up for a subscription, you agree to the merchant's specific billing timelines and payment terms.
If the charge follows those terms—even if you forgot to cancel—it's considered an authorized payment. Because of this, bunq cannot legally force a chargeback through the card network. Always review the merchant's policy first before attempting to report a problem.