Hey bunqers 🌈,

If you see a card payment you don’t recognize and suspect unauthorized use, request a chargeback directly in the app from the payment details page. In these cases, you don’t need to contact the merchant — we’ll investigate and keep you updated.

Chargebacks apply to card payments and help you get your money back when something goes wrong. Below you’ll find the situations that are eligible, how to submit a chargeback request, and when a chargeback doesn’t apply.

Unrecognized or unauthorized card payments (fraud)

If a card payment looks unfamiliar or you believe your card was used without your permission:

• Submit a chargeback directly from the payment details page in the app.

• You don’t need to contact the merchant — we’ll investigate the case for you.

ATM disputes (cash not received or malfunction)

If you attempted to withdraw cash from an ATM and didn’t receive the money, or the ATM malfunctioned:

• Submit a chargeback request via the payment’s details page in the app.

• This is handled as an ATM dispute by our Cards team.

Eligible merchant dispute cases

Submit a chargeback if any of the following apply:

• Product or service not received after the promised delivery date

• Item received was significantly different from what was described, or was defective 

• Merchant promised a refund that didn't arrive

• Duplicate payment (charged more than once for the same transaction) 

• Payment was canceled but still processed

• You already canceled a subscription but were charged again

Before submitting a merchant dispute

For some issues, contacting the merchant directly can be the quickest way to get things resolved. If you do contact them, use chat or email and keep a copy of the conversation. This can also support your chargeback if the issue isn’t resolved.

When contacting the merchant:

• Include your order or booking reference.

• Clearly explain what went wrong.

• Keep a copy or screenshot of their response.

If the issue isn’t resolved, submit your chargeback and include any communication with the merchant as supporting evidence.

Cases not eligible for chargeback

Chargebacks aren’t designed for dissatisfaction or cancellations. Please keep in mind:

• Change of mind or buyer’s remorse isn’t eligible.

• Dissatisfaction with quality when the product/service was delivered as described isn’t eligible.

• Canceling a subscription — a chargeback can’t be used to cancel a subscription. You’ll need to cancel it directly with the merchant.

If you already canceled the subscription and were charged again afterward, you may be eligible for a chargeback. Keep your cancellation confirmation as proof.

Payments not eligible for chargeback

Chargebacks only apply to card payments. The following payment types aren’t eligible:

• Bank transfers

• iDEAL payments

• Wise payments (e.g., TransferWise)

• B2B direct debits

• SWIFT payments