Refund & Dispute Policy

This policy sets out how to ask for help if you believe a transaction has been processed incorrectly, and how CardSell reviews refund requests and disputes. It is written so you know what to send us, what we will look at, and what outcomes are possible.

Every request is reviewed individually. We look at the actual record of your submission — the verification result, the authorisation you gave and the payout attempt — rather than applying a blanket rule.

CardSell may review a transaction where:

• A customer reports an issue with a submission or payout.
• A payment cannot be completed or is returned by the receiving provider.
• Verification results require further review before a decision is made.
• Fraud prevention checks identify unusual activity on an account or submission.
• A technical issue affects processing on our side or a provider's side.

A review may involve checking our internal records, contacting the issuing retailer or the payment provider, and asking you for further information.

Refund requests are assessed individually. A refund may be considered where appropriate, including situations such as:

• An internal processing error occurring after seller authorisation was given.
• A duplicate transaction caused by a verified technical issue.
• Another circumstance where CardSell determines that a refund is appropriate.

Refunds may not be available where:

• Seller authorisation was not provided, so no purchase was completed.
• Verification failed and the transaction never proceeded to payment.
• Incorrect information was supplied by the seller at the point of submission.
• Fraud or misuse is suspected in connection with the account or the card.
• The transaction was declined before completion.

Where a card was redeemed after you gave valid authorisation for a stated amount, that sale is complete. See our Payment & Payout Policy for how authorisation and payment work.

If you believe a transaction has been processed incorrectly, contact us and set out what you expected and what happened instead. Our support team may request additional information in order to investigate the matter properly.

CardSell aims to resolve disputes fairly and within a reasonable timeframe. Complex cases — particularly those requiring input from a retailer or payment provider — may take longer, and we do not guarantee a fixed resolution time or a particular outcome.

To help us review your case quickly and accurately, you should:

• Provide accurate transaction details, including your submission reference.
• Contact support promptly after identifying an issue rather than waiting.
• Cooperate with reasonable verification requests we make during the review.
• Keep your contact and payout information up to date so we can reach you.

Refund requests may be reviewed alongside our fraud prevention procedures. This protects genuine customers as well as the business, and helps us identify cases where an account or card has been used without the owner's knowledge.

Refund requests that appear fraudulent or abusive may be declined, and related accounts may be paused while we investigate. Our approach to screening is described in the Fraud Prevention & Compliance Policy.

Where an electronic payment cannot be completed — for example because incorrect payout details were supplied, an account has been closed, or the payment provider returns the transfer — CardSell will make reasonable efforts to contact you using the details on your account and to resolve the matter where possible.

We may ask you to confirm corrected payout details before reissuing a payment. Repeated failed attempts caused by inaccurate details may delay resolution.

This policy may be updated periodically to reflect operational changes, provider changes or legal developments.

The latest version will always be published on the website with an updated "Last Updated" date, and the version in force at the time of your transaction is the version that applies to it.

We serve customers located in the United Kingdom.