Curve Purchase Protection Policy
What is this?
Curve Purchase Protection allows us to provide greater protection to you, the cardholder when you haven’t received goods or services promised by the merchant ordered using your Curve card.
Curve Purchase Protection isn’t a product warranty or a service warranty. Curve doesn’t provide any guarantees. Please note that you retain all of your statutory rights even if you raise a claim under the Curve Purchase Protection.
Decisions on claims are made at Curve's sole discretion.
For any fraudulent transactions, you should refer to our terms of service. Fraudulent transactions are not part of the Curve Purchase Protection.
Curve retains the right to raise a dispute on your behalf.
So, when can I claim?
You can 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 specified colour, size, or quantity isn’t as described
- the goods provided are faulty or not fit for purpose
"Counterfeit" means that 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 would include 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 would also include 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 have been debited more than once for the same transaction.
How do I raise a claim?
You should contact Curve before your underlying payment card issuer
If you have a dispute, please contact Curve first. If you decide to contact your underlying payment card issuer and we receive a dispute from your payment card issuer after paying out your claim, we retain the right to charge any of your underlying funding sources for the balance. We will first attempt to charge the payment card that was originally charged for the transaction and if we’re unable to recover funds - we’ll keep trying to recover from all your payment cards until we can fully reclaim the funds.
Timeframe - To make a claim, you need to get in touch with us within 120 days of the purchase or receipt of goods or date of the event.
- 1. Try to resolve the issue with the merchant
In the first instance, contact the merchant and reasonably try to resolve the problem directly with them. If you’re still unable to resolve the problem in 10 working days, get in touch with Curve. Before contacting us about a problem, you should contact the merchant directly to resolve the problem in accordance with their return policy (if any) as stated on their sales listing, website or other sales literature.
- 2. Contact Curve
(a) Email us at firstname.lastname@example.org along 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
(b) Always communicate in an email the issues that you’d d like to raise
If your transaction is below £15 (currency equivalent) and you get in touch with all of the above-required information, 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 (currency equivalent), and you get in touch with all of the above-required information, after submitting your signed cardholder declaration form Curve will refund the amount of the transaction to your underlying card immediately.
If your transaction is between £30 and £1,000 (currency equivalent), and you get in touch with all of the above-required information, we’ll require 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 will 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 (currency equivalent), and you get in touch with all of the above-required information, we’ll l 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.
By the way, the cap to the refunds you can receive in a calendar year under the Curve Purchase Protection is £1,000. This amount will be cumulative of all incidents. If you exceed this amount, we’d be happy to help raise a chargeback on your behalf under normal dispute rules.
The final decision will always be communicated in writing (which may be by email). In the event that Curve makes a final decision on the problem in favour of the merchant, you must comply with our final decision and not raise a dispute with your underlying card issuer.
The amount reimbursed won’t include postage for returning the product. We will only reimburse the amount of the original transaction or the proportion of the original transaction as may be applicable.
What if I’m not eligible for Curve Purchase Protection?
You can also look to resolve a problem directly with the seller by filing a dispute through Curve. To do so, contact email@example.com within 120 days of the date of purchase. We won’t make a decision on the claim if it isn’t covered by Curve Purchase Protection and will help raise a dispute on your behalf. For more info here.
What is “Double Recovery"?
This means you may not receive recovery for purchase under Curve Purchase Protection if you also receive recovery for that purchase directly from the merchant or another third party.
When won’t I be covered? What are the exceptions?
There are instances where you may not be covered by Curve Purchase Protection. These are listed below.. n these cases you can still request Curve to raise a chargeback on your behalf.
The following transactions made using the Curve Card aren’t covered under the Curve Purchase Protection:
- 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
Please note that this list will be updated from time to time without prior notice
You also won’t 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 aren’t received.
It is to Curve’s discretion whether to honour any claim raised under this Curve Purchase Protection. You retain all of your statutory rights and the right to ask Curve to dispute a transaction on your behalf.
Thank you for reading the policy.