What is Curve Purchase Protection?
Curve Purchase Protection covers you when:
- Goods or services are not received
- You receive defective goods or services
- You receive counterfeit goods
- A merchant fails to provide a refund in line with their terms of service
- You are charged more than once for the same transaction
Please note, that Curve Purchase Protection isn’t a product warranty or a service warranty.
When Can I Make a claim using Curve Purchase Protection?
You can make a claim in any of the following scenarios:
Goods or Services Not Received (check for delivery notices)
This is when you haven’t received goods or services as promised by the merchant. Please check your delivery notice before reaching out to Curve as we might need it as evidence.
Goods or Services Defective
This 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
This is when the goods were not produced by an authorised manufacturer of the goods so they infringe on intellectual property rights.
Merchant Failed to Refund
This 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 includes instances where the merchant hasn’t responded to the return or the cancellation communication or has refunded a smaller amount than the original amount without proper reasons.
This also includes cases where the merchant has confirmed that the refund will be processed but the user hasn’t received this refund yet.
This is when you’ve been debited more than once for the same transaction.
How do I make a claim using Curve Purchase Protection?
To make a claim, you will need to get in touch with us within 120 days of the purchase or receipt of goods or date of the event.
In the first instance, contact the merchant and try to resolve the problem directly with them. If you’re still unable to resolve the problem within 10 working days, get in touch with Curve and email us at email@example.com 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
In order to be eligible for Curve Purchase Protection, please make sure to raise the issue with us, rather than your underlying payment card issuer. If you raise a claim with your underlying payment card issuer, you may not be eligible for Curve Purchase Protection.
How does the Curve Purchase Protection claim process work?
There are 4 tiers of protection. How we process your claim will depend on how much the claim is for, therefore which tier it falls into. Here’s how we process a claim in each tier:
If your transaction is below £15 (or the currency equivalent) and you get in touch with the required information (see: How do I make a claim using Curve Purchase Protection?), we’ll refund the amount of the transaction to your underlying card without raising any further investigation, subject to our discretion which will include a review of your account.
If your transaction is between £15 and £30 (or the currency equivalent), and you get in touch with the required information (see: How do I make a claim using Curve Purchase Protection?), we’ll request you to sign a cardholder declaration form and refund the amount of the transaction to your underlying card immediately.
If your transaction is between £30 and £1,000 (or the currency equivalent), and you get in touch with the required information (see: How do I make a claim using Curve Purchase Protection?), we’ll expect you to first fill out a cardholder declaration form so we can raise a dispute on your behalf. Once we’ve been able to raise the dispute - we’ll process the refund for the amount of the transaction to your underlying card. If Curve wins the dispute - you’ll never hear from us about the problem again. If we lose the dispute, we’ll write to inform you of the same and re-debit the refund from the card on your underlying card.
If your transaction is above £1,000 (or the currency equivalent), and you get in touch with all of the required information (see: How do I make a claim using Curve Purchase Protection?), we’ll require you to first fill out a cardholder declaration form so we can raise a dispute on your behalf. We’ll then raise the dispute for you and if successful (this may take up to 8 weeks from the date we submit the dispute), refund the amount of the transaction to your underlying card.
When won't I be covered? What are the exceptions?
Unrecognised transactions aren’t part of the Curve Purchase Protection, however any purchase you do not recognise should be reported and we will investigate on your behalf. Rest assured you won’t be left out of pocket for any fraudulent transactions.
If you already received a refund directly from the merchant or another third party , you are not eligible for Curve Purchase Protection. See ‘Double Recovery’ in our Curve Purchase Protection Policy
Other instances where you may not be covered by Curve Purchase Protection are listed below. In these cases you can still request Curve to raise a chargeback on your behalf through the standard Mastercard chargeback process
- Real estate transactions (including the purchase of a timeshare)
- Car hire or car purchase transactions
- Airline tickets
- Hotel reservations
- 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
- Custom-made, customised goods or services, or 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
- Top-ups made to a financial service or payments made to any other financial service for services provided
- 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 business assets
- Subscriptions (including free trial subscriptions)
- Adult content
You also will not be eligible for protection under this policy if:
- 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 are not received.
It is to Curve’s discretion whether to honour any claim raised under this Curve Purchase Protection. Regardless, you retain all of your statutory rights and the right to ask Curve to dispute a transaction on your behalf.
What if I'm not eligible for Curve Purchase Protection?
We can always help you resolve the problem by filing a dispute on your behalf through the standard Mastercard® chargeback process. To do so, contact firstname.lastname@example.org within 120 days of the date of purchase.
You can read more about the Curve Customer Protection Policy here.