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Curve Customer Protection has your (money) back

04 Jan 2022
5 min read

Yep, we have our own customer protection. Curve Customer Protection (CCP) is designed to give you an extra layer of protection when you shop with us.

PVC card. Iron-clad security.

Anyone can get screwed over when they shop online or in-store. An item shows up faulty, or never shows up at all. Your dream holiday turns into a nightmare after the airline goes bust. Those “bargain AirPods” you grabbed in the sales turn out to be fake. We’ve all been there. 

But we don’t want you to be out of pocket when these things happen, so as part of Curve Customer Protection, we work hard to get you your money back.*

How is it different from what other cards offer?

Credit card providers give you a level of protection under Section 75 of the Consumer Credit Act. This law holds your credit card provider responsible if the retailer you buy from lets you down. It applies to purchases between £100 and £30,000. For example, if you buy a new mattress and the retailer goes bust before it’s delivered, you can claim the money back from your credit card company. 

As for debit cards, there’s a hidden protection on many cards known as ‘chargeback’. This is something Visa, Mastercard and Amex offer. If you have a chargeback debit card and a seller is refusing to refund you, your bank can ask for money from the supplier's bank. Because it claims the money from the supplier's bank and not the supplier directly, you should get your refund even if the retailer has gone bust. This isn’t a guarantee, though.

Similarly, if you check out using PayPal, you’ll get what’s called PayPal Buyer Protection. This entitles you to your money back if you don’t receive your item or it isn’t what you ordered.

Curve isn’t a bank. So the type of protection we offer is slightly different, but just as useful.

So what’s the difference between CCP and Section 75?

Section 75 of the Consumer Credit Act only applies when you spend between £100 and £30,000 on a credit card. The benefit of Curve Customer Protection is that it applies to pretty much all purchases*. There’s no minimum or maximum spend, and it doesn’t matter which card you pay with. So whether your default card on Curve is a Monzo debit card or a Santander credit card, you’ll be eligible for a refund if your order doesn’t arrive as promised.

It’s easy to claim a refund with Curve. CCP is written in plain English to help you understand your rights quickly and clearly. We don’t try and trip you up with financial and legal jargon, and are on-hand to help if anything is unclear.

How does Curve help you get your money back?

If it’s fraud (let’s say someone’s stolen your Curve card and been on a shopping spree) it’s a legal requirement for a bank to give you your money back. Every bank has to do this, and so do we. You’ll get your money back within 24 hours in this case.

For all other disputed transactions, we follow the Mastercard chargeback process to get your money back into safe hands. How we process your refund depends on your issue. 

If it’s something else, and Curve thinks you have a case we can win, we’ll give you your money back straight away. If we’re not sure it’s a winnable case, we’ll get to work on disputing it. This process can take between 8 and 12 weeks, as it involves us getting in touch with Mastercard who will get in touch with the seller to claim your refund.

When are you entitled to a refund?

If you find yourself in one of the following situations, it’s likely you’ll be entitled to a refund from Curve:

  • Your goods or services didn’t arrive as promised

  • They don’t match the description or are faulty

  • You received counterfeit goods (i.e. an item that’s not produced by an authorised manufacturer so it infringes on intellectual property rights)

  • The seller failed to disclose its refund policy when you bought from them, and is unwilling to accept a return

  • You’ve been charged twice for the same purchase

It’s worth noting that not all purchases are covered by Curve’s Customer Protection. Like trading crypto and trial subscriptions you’ve forgotten to cancel. Find out if you’re eligible for a refund here

Need to get your money back? Here’s how

If you can’t sort out the issue directly with the seller, get in touch through this form within 120 days of your purchase. The more information you can give us, the better.

It’s worth noting that if you contact your underlying card issuer (the card you selected in the Curve app when making the purchase) our protection will no longer apply. So if you paid with your Curve card, come to us first or we might not be able to help you. 

If you’re covered by CCP, we’ll refund you once your chargeback has been raised. A member of our Disputes Team will be in touch to confirm when your refund has been processed (this usually takes between 1-5 working days).

Bear in mind that decisions about refunds are made at Curve’s discretion.

Even if you’re not covered by CCP, Curve may still raise your chargeback. In these cases, you’ll receive the refund only after you’ve won the chargeback protection, which could take 8 - 10 weeks.

*There are some cases where you won’t be covered under Curve Customer Protection. Have a look here to find out.


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