We are aware that, as a result of the emergency, many of our customers need to address issues related to changes in travel plans, non-receipt of services and goods when paid for with a payment card.
In some of these cases, we can help to recover the funds paid with the payment card. However, for successful recovery process involvement of the customer is very important.
Therefore, we have compiled the most important information that should be considered when submitting a claim for a card transaction in case of services or goods are not received.
Please read it carefully and make sure that you have followed these instructions before submitting your complaint and that the application is accompanied by the necessary information. Otherwise the processing of the complaint may be delayed or even impossible.
If the issue has not been resolved with the company, fill in the Cardholder's dispute application, indicating detailed information about the product / service, the result of communication with the merchant, as well as:
Documentation required for the processing of the card dispute must be received by the bank no later than within 120 days from the date of payment or from the planned date of the service in question.
We recommend that you consider using the compensation offered by the merchant (for example, vouchers, flight or changes in reservation) in the following cases, when it is not possible to recover the amounts within chargeback process: