Common use of Incorrect Transactions and Refunds Clause in Contracts

Incorrect Transactions and Refunds. 11.1. If a Retailer gives you a refund in respect of a Transaction which you made using your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. If you tell us that a Transaction debited to your Account is not correct, we will ask you for information to help us investigate. If we find that the Transaction is incorrect we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If we do not agree that you are entitled to a refund we will tell you why. 11.3. If you authorised a Transaction and at the time you authorised the Transaction you did not agree a specific price, then you can request a refund from us if the amount you are charged for the Transaction is more than you reasonably expected, taking into account your spending patterns and other relevant circumstances. We will ask you for information to help us investigate your request for a refund. If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not we agree that you are entitled to a refund within 10 working days of receiving your request for a refund or within 10 working days of receiving any informa- tion that we ask you for, whichever is the later. 11.4. We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • the Retailer with whom the Transaction was made is outside the European Economic Area; • you do not make your request for a refund within 8 weeks from the date on which the Transaction was charged to your Account; • the reason that the Transaction is more than you reasonably expected is due to exchange rate fluctuations and you were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Transaction; • you authorised us directly to make the Transaction and you were provided with information about the Transac- tion at least 4 weeks before the date for payment.

Incorrect Transactions and Refunds. Clauses 11. 1 to 11.4 inclusive apply only if You are a Micro Enterprise or a Charity: 11.1. If a Retailer gives you a refund in respect of a Transaction which you made using your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. If you tell us that a Transaction debited to your Account is not correct, we will ask you for information to help us investigate. If we find that the Transaction is incorrect we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If we do not agree that you are entitled to a refund we will tell you why. 11.3. If you authorised a Transaction and at the time you authorised the Transaction you did not agree a specific price, then you can request a refund from us if the amount you are charged for the Transaction is more than you reasonably expected, taking into account your spending patterns and other relevant circumstances. We will ask you for information to help us investigate your request for a refund. If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not we agree that you are entitled to a refund within 10 working days of receiving your request for a refund or within 10 working days of receiving any informa- tion that we ask you for, whichever is the later. 11.4. We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • the Retailer with whom the Transaction was made is outside the European Economic Area; • you do not make your request for a refund within 8 weeks from the date on which the Transaction was charged to your Account; • the reason that the Transaction is more than you reasonably expected is due to exchange rate fluctuations and you were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Transaction; • you authorised us directly to make the Transaction and you were provided with information about the Transac- tion at least 4 weeks before the date for payment. 11.5. If You are not a Micro Enterprise or a Charity then, subject to clause 10.7, you are liable for all Transactions.

Incorrect Transactions and Refunds. 11.1. 11.1 If a Retailer gives you a refund in respect of a Transaction which you You made using your Your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. 11.2 If you You tell us that a Transaction debited to your Your Account is not correct, we will ask you for information to help us investigate. If investigate Provided that You have informed us of the Transaction without undue delay and no later than 13 months after the date of the Transaction, if we find that the Transaction is incorrect incorrect, we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If we do not agree that you You are entitled to a refund we will tell you why, including where this is because You have exceeded the 13 month time limit for notifying us of the Transaction. 11.3. 11.3 If you You authorised a Transaction and at the time you You authorised the Transaction you You did not agree a specific price, then you You can request a refund from us if the amount you You are charged for the Transaction is more than you You reasonably expected, taking into account your Your spending patterns and other relevant circumstances. We will ask you You for information to help us investigate your Your request for a refund, including evidence that the authorisation did not specify the exact amount of the Transaction when the authorisation was made, and that the amount of the Transaction exceeded the amount that You could reasonably have expected. If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not we agree that you are entitled to a refund within Within 10 working days Business Days of receiving your Your request for a refund refund, or within 10 working days of receiving any informa- tion information that we ask you for, whichever is the later. , we will either refund the amount in full, or if we do not agree that You are entitled to a refund we will tell You why, Where we refuse Your request for a refund, we will provide You with details of the bodies to whom You may refer the matter if You do not agree with our decision 11.4. We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • y the Retailer with whom the Transaction was made is outside the European Economic Area; • you y You do not make your Your request for a refund within 8 weeks from the date on which the Transaction was charged to your Your Account; • y the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Your Transaction; • you y You authorised us directly to make the Transaction and you You were provided with information about the Transac- tion Transaction at least 4 weeks before the date for payment.

Incorrect Transactions and Refunds. 11.1. If 11.1 Th a Retailer gives you a refund rehund in respect of oh a Transaction which you You made using your Your Card we will credit the Account with the amount of oh the refund rehund only when we receive a refund rehund voucher from hrom the Retailer which is acceptable to us. 11.2. If you 11.2 Th You tell us that a Transaction debited to your Your Account is not correct, correct¸ we will ask you for information hor inhormation to help us investigate. If investigate Provided that You have inhormed us oh the Transaction without undue delay and no later than 13 months ahter the date oh the Transaction¸ ih we find that the Transaction is incorrect incorrect, we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If Th we do not agree that you You are entitled to a refund rehund¸ we will tell you whywhy¸ including where this is because You have exceeded the 13-month time limit for notifying us of the Transaction. 11.3. If you 11.3 Th You authorised a Transaction and at the time you You authorised the Transaction you You did not agree a specific price, price¸ then you You can request a refund from rehund hrom us if ih the amount you You are charged for hor the Transaction is more than you You reasonably expected, expected¸ taking into account your Your spending patterns and other relevant circumstances. We will ask you for information You hor inhormation to help us investigate your Your request for hor a refundrehund¸ including evidence that the authorisation did not specihy the exact amount oh the Transaction when the authorisation was made, and that the amount oh the Transaction exceeded the amount that You could reasonably have expected. If Within 10 Business Days oh receiving Your request hor a rehund¸ or within 10 working days oh receiving any inhormation that we ask you hor¸ whichever is the later¸ we will either rehund the amount in hull¸ or ih we do not agree that you You are entitled to a refund rehund we will tell you why. We You why¸ Where we rehuse Your request hor a rehund¸ we will normally tell you whether or provide You with details oh the bodies to whom You may rehxx xxe matter ih You do not we agree that you are entitled to a refund within 10 working days of receiving your request for a refund or within 10 working days of receiving any informa- tion that we ask you for, whichever is the laterwith our decision. 11.4. 11.4 We do not have to agree a request for hor a refund rehund under Clause 11.3 if ih any of the following apply: • the Retailer with whom the Transaction was made is outside the European Economic Area; 3uropean 0xxxxxxx Xxxx¸ • you You do not make your Your request for hor a refund rehund within 8 weeks from hrom the date on which the Transaction was charged to your Account; Your Account¸ • the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations Ĥuctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Transaction; Your Transaction¸ • you You authorised us directly to make the Transaction and you You were provided with information inhormation about the Transac- tion Transaction at least 4 weeks before the date for payment.

Incorrect Transactions and Refunds. Clauses 11. 1 to 11.4 inclusive apply only if You are a Micro Enterprise or a Charity: 11.1. If a Retailer gives you a refund in respect of a Transaction which you made using your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. If you tell us that a Transaction debited to your Account is not correct, we will ask you for information to help us investigate. If Provided that You have informed us of the Transaction without undue delay and no later than 13 months after the date of the Transaction, if we find that the Transaction is incorrect we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect incor- rect Transaction not taken place. If we do not agree that you are entitled to a refund we will tell you why, including where this is because You have exceeded the 13 month time limit for notifying us of the Transaction. 11.3. If you authorised a Transaction and at the time you authorised the Transaction you did not agree a specific price, then you can request a refund from us if the amount you are charged for the Transaction is more than you reasonably expected, taking into account your spending patterns and other relevant circumstances. We will ask you for information to help us investigate your request for a refund, including evidence that the authorisation did not specify the exact amount of the Transaction when the authorisation was made, and that the amount of the Transaction exceeded the amount that You could reasonably have expected. Within 10 Business Days of receiving your request for a refund or within 10 working days of receiving any information that we ask you for, whichever is the later, , we will either refund the amount in full, or If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not Where we agree that you are entitled to a refund within 10 working days of receiving your refuse Your request for a refund or within 10 working days refund, we will provide You with details of receiving any informa- tion that we ask you for, whichever is the later.bodies to whom You may refer the matter if You do not agree with our decision 11.4. We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • the Retailer with whom the Transaction was made is outside the European Economic Area; • you You do not make your Your request for a refund within 8 weeks from the date on which the Transaction was charged to your Your Account; • the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied was 11.5. If You are not a Micro Enterprise or a Charity then, subject to your Transaction; • Clause 10.8, you authorised us directly to make the Transaction and you were provided with information about the Transac- tion at least 4 weeks before the date are liable for paymentall Transactions.

Incorrect Transactions and Refunds. 11.1. 11.1 If a Retailer gives you a refund in respect of a Transaction which you You made using your Your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. 11.2 If you You tell us that a Transaction debited to your Your Account is not correct, we will ask you for information to help us investigate. If investigate Provided that You have informed us of the Transaction without undue delay and no later than 13 months after the date of the Transaction, if we find that the Transaction is incorrect incorrect, we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If we do not agree that you You are entitled to a refund refund, we will tell you why, including where this is because You have exceeded the 13-month time limit for notifying us of the Transaction. 11.3. 11.3 If you You authorised a Transaction and at the time you You authorised the Transaction you You did not agree a specific price, then you You can request a refund from us if the amount you You are charged for the Transaction is more than you You reasonably expected, taking into account your Your spending patterns and other relevant circumstances. We will ask you You for information to help us investigate your Your request for a refund, including evidence that the authorisation did not specify the exact amount of the Transaction when the authorisation was made, and that the amount of the Transaction exceeded the amount that You could reasonably have expected. If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not we agree that you are entitled to a refund within Within 10 working days Business Days of receiving your Your request for a refund refund, or within 10 working days of receiving any informa- tion information that we ask you for, whichever is the later, we will either refund the amount in full, or if we do not agree that You are entitled to a refund we will tell You why, Where we refuse Your request for a refund, we will provide You with details of the bodies to whom You may refer the matter if You do not agree with our decision. 11.4. 11.4 We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • y the Retailer with whom the Transaction was made is outside the European Economic Area; • you y You do not make your Your request for a refund within 8 weeks from the date on which the Transaction was charged to your Your Account; • y the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Your Transaction; • you y You authorised us directly to make the Transaction and you You were provided with information about the Transac- tion Transaction at least 4 weeks before the date for payment.

Incorrect Transactions and Refunds. 11.1. Clauses 11.1 to 11.4 inclusive apply only if You are a Micro Enterprise or a Charity: 11.1 If a Retailer gives you a refund in respect of a Transaction which you made using your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. 11.2 If you tell us that a Transaction debited to your Account is not correct, we will ask you for information to help us investigate. If Provided that You have informed us of the Transaction without undue delay and no later than 13 months after the date of the Transaction, if we find that the Transaction is incorrect we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If we do not agree that you are entitled to a refund refund, we will tell you why, including where this is because You have exceeded the 13 months’ time limit for notifying us of the Transaction. 11.3. 11.3 If you authorised a Transaction and at the time you authorised the Transaction you did not agree a specific price, then you can request a refund from us if the amount you are charged for the Transaction is more than you reasonably expected, taking into account your spending patterns and other relevant circumstances. We will ask you for information to help us investigate your request for a refund, including evidence that the authorisation did not specify the exact amount of the Transaction when the authorisation was made, and that the amount of the Transaction exceeded the amount that You could reasonably have expected. Within 10 Business Days of receiving your request for a refund or within 10 working days of receiving any information that we ask you for, whichever is the later, we will either refund the amount in full, or If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not Where we agree that you are entitled to a refund within 10 working days of receiving your refuse Your request for a refund or within 10 working days refund, we will provide You with details of receiving any informa- tion that we ask you for, whichever is the laterbodies to whom You may refer the matter if You do not agree with our decision. 11.4. 11.4 We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • y the Retailer with whom the Transaction was made is outside the European Economic Area; • you . y You do not make your Your request for a refund within 8 weeks from the date on which the Transaction was charged to your Your Account; • . y the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Your Transaction; • you y You authorised us directly to make the Transaction and you were provided with information about the Transac- tion Transaction at least 4 weeks before the date for payment. 11.5 If You are not a Micro Enterprise or a Charity then, subject to Clause 10.8, you are liable for all Transactions.

Incorrect Transactions and Refunds. 11.1. Clauses 11.1 to 11.4 inclusive apply only if You are a Micro Enterprise or a Charity: 11.1 If a Retailer gives you a refund in respect of a Transaction which you You made using your Your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. 11.2 If you You tell us that a Transaction debited to your Account is not correct, we will ask you for information to help us investigate. If Provided that You have informed us of the Transaction without undue delay and no later than 13 months after the date of the Transaction, if we find that the Transaction is incorrect we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect Transaction not taken place. If we do not agree that you You are entitled to a refund refund, we will tell you why, including where this is because You have exceeded the 13 month time limit for notifying us of the Transaction. 11.3. 11.3 If you You authorised a Transaction and at the time you You authorised the Transaction you You did not agree a specific price, then you You can request a refund from us if the amount you You are charged for the Transaction is more than you You reasonably expected, taking into account your spending patterns and other relevant circumstances. We will ask you You for information to help us investigate your request for a refund, including evidence that the authorisation did not specify the exact amount of the Transaction when the authorisation was made, and that the amount of the Transaction exceeded the amount that You could reasonably have expected. If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not we agree that you are entitled to a refund within Within 10 working days Business Days of receiving your request for a refund or within 10 working days of receiving any informa- tion information that we ask you You for, whichever is the later, we will either refund the amount in full, or If we do not agree that You are entitled to a refund we will tell You why. Where we refuse Your request for a refund, we will provide You with details of the bodies to whom You may refer the matter if You do not agree with our decision. 11.4. 11.4 We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • the Retailer with whom the Transaction was made is outside the European Economic Area; . • you You do not make your Your request for a refund within 8 weeks from the date on which the Transaction was charged to your Your Account; . • the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Your Transaction; • you You authorised us directly to make the Transaction and you were provided with information about the Transac- tion Transaction at least 4 weeks before the date for payment. 11.5 If You are not a Micro Enterprise or a Charity then, subject to Clause 10.8, you are liable for all Transactions.

Incorrect Transactions and Refunds. 11.1. If a Retailer gives you a refund in respect of a Transaction which you You made using your Your Card we will credit the Account with the amount of the refund only when we receive a refund voucher from the Retailer which is acceptable to us. 11.2. If you You tell us that a Transaction debited to your Your Account is not correct, we will ask you for information to help us investigate. If investigate Provided that You have informed us of the Transaction without undue delay and no later than 13 months after the date of the Transaction, if we find that the Transaction is incorrect incorrect, we will without delay refund the full amount of the Transaction and restore your Account to the position in which it would have been had the incorrect incor- rect Transaction not taken place. If we do not agree that you You are entitled to a refund we will tell you why, including where this is because You have exceeded the 13 month time limit for notifying us of the Transaction. 11.3. If you You authorised a Transaction and at the time you You authorised the Transaction you You did not agree a specific price, then you You can request a refund from us if the amount you You are charged for the Transaction is more than you You reasonably expected, taking into account your Your spending patterns and other relevant circumstances. We will ask you You for information to help us investigate your Your request for a refund, including evidence that the authorisation did not specify the exact amount of the Transaction when the authorisation was made, and that the amount of the Transaction exceeded the amount that You could reasonably have expected. If we do not agree that you are entitled to a refund we will tell you why. We will normally tell you whether or not we agree that you are entitled to a refund within Within 10 working days Business Days of receiving your Your request for a refund refund, or within 10 working days of receiving any informa- tion information that we ask you for, whichever is the later., we will either refund the amount in full, or if we do not agree that You are entitled to a refund we will tell You why, Where we refuse Your request for a refund, we will provide You with details of the bodies to whom You may refer the matter if You do not agree with our decision 11.4. We do not have to agree a request for a refund under Clause 11.3 if any of the following apply: • the Retailer with whom the Transaction was made is outside the European Economic Area; • you You do not make your Your request for a refund within 8 weeks from the date on which the Transaction was charged to your Your Account; • the reason that the Transaction is more than you You reasonably expected is due to exchange rate fluctuations and you You were told about the reference rate which would be used to calculate the exchange rate and this rate was applied to your Your Transaction; • you You authorised us directly to make the Transaction and you You were provided with information about the Transac- tion Trans- action at least 4 weeks before the date for payment.