IF your booking/purchase was insured, please contact your Insurer first. If ATOL are unable to assist you, please send us written evidence of this (travel-related) IF your booking/purchase was ATOL protected, please contact ATOL. The refund will be inclusive of any associated interest fees if any were charged on the disputed amount(s).ĭo I need to do anything first? You must attempt to resolve the issue with the Merchant first (written evidence will make your case stronger) and if the Merchant is refusing to assist, and/or disregarding your attempts to resolve, please forward all correspondence onto us We will refund you upon successful completion of your dispute and it is imperative that you continue making at least minimum monthly payments to your account whilst the dispute is ongoing. In any event, we will keep you informed and reach out to you for more information if necessary In some instances, the Merchants may challenge yours and our reasons for the dispute, which can extend the resolution date.

Will I get my funds back straight away? A dispute can take up to a month, in some circumstances even longer however, dependent on the nature of the claim, the dispute may take two weeks or less to resolve. Will I be covered for any consequential losses? We can only attempt to recover specific transactions which were made using your Capital on Tap card, subject to the evidence provided by you, as well as the circumstances under which you are raising the dispute. If the Merchant cancelled your trip and is refusing to refund you, and/or assist otherwise, we may be able to recover your funds, subject to written evidence to support your claim. This may even be the case if the Government advice recommends against travel (subject to certain criteria to be met) Am I eligible to dispute a travel-related transaction? If you cancel your trip prior to being advised by the Merchant to do so and the Merchant is still willing and able to provide the service, it is unlikely that you will have valid grounds for a dispute.

Should the above be the case, we will dispute the transaction(s) accordingly, but the outcome of the dispute will depend on the circumstances and the reasons for the dispute. There may be occasions when we can recover funds by raising a dispute if: the Merchant is unable to provide you with the goods/ services for which you have paid with your Capital on Tap card and/or the Merchant is unwilling to assist you and/or refused to issue a refund. With the outbreak of Coronavirus, we understand that some purchases related to events or travel have been impacted.

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