# How to raise a chargeback > In the first instance, please contact the merchant about the issue and try to resolve it directly with them. If unsuccessful, please gathe... Source: https://help.curve.com/en_gb/how-to-raise-a-chargeback-r1NFrO3UO Last updated: 2026-03-06T11:00:39.884Z Purchases made using your Curve Card are protected by the Mastercard Chargeback Scheme. This means that if you’re unhappy with your purchase, we can dispute the transaction on your behalf in an attempt to get your money back from the merchant. **In this article** * [What is a Consumer Dispute?](#what) * [Raise a Chargeback claim](#raise) * [Dispute Timeframes](#timeframe) ## **What is a Consumer Dispute?** There are several possible scenarios where we can help you claim your money back, including the following: * If you’ve made a purchase using your Curve Card and **haven't received the goods or services** as promised by the merchant * If you’re still being charged for a **subscription** (i.e. Amazon or Netflix subscriptions) that were cancelled in the past  * If you **haven’t received a refund** that was promised by the merchant * **ATM withdrawals** where you the machine did not dispense your cash  For any transaction on your Curve Card that **you do not recognise, or did not authorise,** please block your card in the Curve app immediately and [**reach out to us**](https://help.curve.com/en_gb/contact/contact-curve-fraud-disputes-SJ6vCtkPbe). The Fraud Team will then be in touch regarding these transactions, and any fraudulent transactions will be refunded within 1 working day. ## **Raise a Chargeback claim** **Step 1: In the first instance, please contact the merchant** about the issue and try to resolve it directly with them. **Step 2:** If unsuccessful, **please** **gather all of the details about the claim** (description of events, original purchase confirmation, any written evidence of your attempts to resolve the issue with the merchant directly). Please be aware that it’s a Mastercard rule that **all supporting documentation needs to be written in English,** so please translate any evidence before sending it to the Disputes Team.  **Step 3:** Contact us via [**this form**](https://curve.kustomer.support/contact/contact-curve-service-disputes-rJzLZoy5C) **within 120 days** from the original date of the transaction.  **Step 4:** Our Disputes Team will be back in touch with you as soon as possible. Please bear in mind that we might request extra information to support your case or to raise the chargeback on your behalf. ### **When will I get my money back?** If your purchase is covered by our Customer Protection Policy, we will refund you once your chargeback has been raised. A member of our Disputes Team will confirm when your refund has been processed. It usually takes between 1-5 working days for the refund to reach your account.  It may be worth noting that this is a temporary refund, and, should the merchant have grounds to challenge your dispute, we may have to re-debit the temporary refund that was issued to you whilst raising your dispute.  Decisions on refunds are made at Curve’s sole discretion, and not every purchase is covered by our Customer Protection Policy. You can find out what is and isn’t covered by clicking [**here**](https://www.curve.com/legal/curve-customer-protection/)**.** When you submit a claim to Curve, we also have the right to choose to refund you immediately or to process the refund once the outcome for your chargeback has been confirmed as successful after the 45-day timeframe has passed.  ## **Dispute Timeframes** The Disputes process can be lengthy, as the merchant has 45 days to challenge our dispute from the date it is raised by our card issuer. Once we have all the evidence required, this is typically what happens: **Step 1:** We submit the chargeback to our card issuer on your behalf **Step 2:** Our card issuer submits the chargeback to Mastercard **Step 3:** Mastercard will send the information to the company that you are in dispute with **Step 4:** The company will review the evidence provided and either accept the chargeback or reject it if they can provide compelling evidence **Step 5:** If the chargeback is rejected we will be in touch to let you know the reasons why We always recommend that you attempt to resolve the dispute directly with the merchant, as this can often be quicker to resolve than a chargeback/ dispute. The lengthy nature of the disputes process is also why we have our Customer Protection Policy, so you’re not left out of pocket whilst we raise your dispute.