If at any time you become aware of a transaction relating to your Unique Account Number that:
- has not been correctly executed, or
- has not been authorized by you
You must in each case notify us without undue delay by contacting us through our Help Center so we can investigate the transaction.
The sooner you notify us and the more information you can provide about the transaction, the quicker we will be able to determine whether the transaction was in fact unauthorized or executed incorrectly. Failure to notify us promptly may mean that you are not entitled to a refund from us or another form of redress.
Once you have notified us of an alleged unauthorized or incorrectly executed transaction on your Unique Account Number, we will promptly investigate your claim. In some cases, we may ask you to give us further information about the transaction (for instance, to enable us to confirm that the transaction was properly authenticated) or cooperate with the police or other enforcement bodies.
Where it is established that the transaction was not authorized by you, we will (subject to clauses in other applicable agreements) refund the full amount of the transaction and, if applicable, restore the Account to the state it would have been in had the unauthorized transaction not taken place.
Where it is established that the transaction was incorrectly executed by us, we will (subject to in other applicable agreements) refund the full amount of the transaction and, if applicable, restore the Unique Account Number to the state it would have been in had the incorrectly executed transaction not taken place.
You will not be entitled to any form of refund from us for unauthorized or incorrectly executed transactions on your Unique Account Number of which we are notified more than 13 months after the debit date of the transaction.
We reserve the right to withdraw using your Unique Account Number the amount of any refunds paid to you where, upon further investigation, it is subsequently established that you are not entitled to a refund. If there is insufficient balance on the Unique Account Number to debit the amount of any refunds paid to you in circumstances where you are not entitled to a refund, we reserve the right to take all reasonable steps (including legal proceedings) to recover from you the amount of any such refunds together with any fees, charges or expenses that we have incurred.