What can I do if the merchant does not refund me?

If you tried to resolve the issue directly with the merchant and were unsuccessful, you can ask us to review the card transaction by submitting a chargeback request.

To do this:

• log in to Moneybase
• complete the Chargeback Form
• have your proof of purchase and any supporting documents ready, such as receipts, order confirmations, or communication with the merchant

We will review the information provided and assess whether the transaction can be disputed.

Please note:

• if the disputed transaction is found to be legitimate, a €30 investigation fee will apply
• if you paid using PayPal, we are unable to assist with the chargeback and you will need to contact PayPal support directly

If you are unsure whether your transaction can be disputed, please contact Support and we will guide you.