Disputes and Refunds Policy

Please read this policy carefully.

This policy applies to all transactions made to, from or with a Bluechain application.

We may amend this policy from time to time. An updated version of this policy will be published on the Bluechain website. By continuing to use the Bluechain service, you acknowledge your acceptance of the application of this policy.

Claiming a refund from a participating merchant

Bluechain requires that each of its participating merchants have and adhere to fair and transparent refund policies to allow refunds where the goods or services you have purchased:

  • have not been delivered or have been damaged in transit, or
  • are not of acceptable quality, or
  • do not match their description.

Unless otherwise agreed with a participating merchant, you are responsible for returning the product to that merchant, unless the cost of doing so is significant.

Before making a purchase from a participating merchant, please ensure that you read and understand the terms governing your purchase from that participating merchant. Some participating merchants may have more generous refund policies.

For further information about your refund rights, visit the website of your local consumer affairs or fair trading agency.

If you believe that you have a right to claim a refund from a participating merchant, you must contact the merchant and lodge a refund request directly with said merchant. The merchant will initiate a refund through Bluechain to refund said funds back to your primary linked account.

Refusing a refund request

A participating merchant may refuse to give you a refund if:

  • you have misused the product or service in any way that contributed to the problem, or
  • you asked for a service to be performed in a certain way contrary to the advice of the participating merchant, or
  • you were unclear about what you wanted from a participating merchant, or
  • a problem with a service you have purchased was outside the participating merchant’s control.

For further information about your refund rights, visit the website of your local consumer affairs or fair trading agency.

Payment errors

If you believe that you have sent a payment, wholly or partially, in error or by mistake, or if you believe that a payment from your account was unauthorised, please tap the Support tab in the Bluechain app and log a ticket request. In the request, you must provide sufficient detail to allow Bluechain to identify and investigate the payment, including:

  • the Bluechain Invoice Number, and
  • the nature of the error, mistake or the reason why you believe the payment was unauthorised.

Bluechain may request further information or documentation from you for the purpose of investigating your matter. You must cooperate with Bluechain in its investigation, and, if Bluechain determines that the payment was unauthorised or has been made in error or by mistake, you must repay such amount.

Disputing a transaction

A transaction may be disputed if:

  • you have made a purchase from a merchant and are unable to resolve the issue directly with the merchant that falls outside the Bluechain and Merchants Terms and Conditions or Refund Policy, or
  • you believe a fraudulent activity has been undertaken from or to your account, or
  • you have not received goods from a merchant or have received goods that are damaged or not as described and the merchant is unable or unwilling to rectify the issue.

To raise a dispute on a transaction, contact your issuing institution (the bank with which you hold your bank account or debit/credit card) and:

  • request a dispute be raised in relation the said transaction, and
  • provide your issuing institution with proof that the transaction was not completed by yourself or provide your issuing institution with proof you have tried to resolve the issue with the merchant where possible.

Once a dispute is raised, your issuing institution will liaise with all parties to determine the validity of the said transaction. Should the issuing institution determine that the transaction requires you to have all or part of the transaction value returned, this will be returned to your account at the earliest possible time.

Charging for a refund request or disputing a transaction

You will not be charged for making a refund request or disputing a transaction unless defined in your agreed terms with your issuing institution.