Common use of REFUNDS AND RETURNED PAYMENTS Clause in Contracts

REFUNDS AND RETURNED PAYMENTS. When can you request a refund for a disputed transaction? If you use a card (including via a digital wallet) to make a payment, and you have been charged more than what you agreed to pay or didn’t authorise the payment, you should try to resolve the dispute with the merchant. If you’re unsuccessful, you can ask us to make a ‘chargeback’ request to the merchant’s bank for you under the relevant card scheme rules where you’ve made the purchase using the credit function of the card/’CR’ button. Usually, you must raise the chargeback request within 120 days of the charge, unless the ePayments Code applies to the transaction and specifies a different limit. We’ll investigate your claim and may ask you to provide information which we reasonably need to do raise a chargeback request. If you notify us in time, and we are satisfied that you are entitled to raise a chargeback, we will credit your account for the amount initially debited for the transaction. However, the merchant also has rights to have the transaction further investigated and re-debited if they provide adequate evidence. Not all chargeback requests are successful. We’ll either refund the payment or inform you of our reasons for refusing the refund. We can’t always claim a chargeback e.g. if your complaint relates to a special promotion. You can dispute other types of transactions using the process in clauses 62 and 63 of this booklet. How much will we refund, and can we reverse a refund? If we give a refund for any reason, we’ll return your account to the position it would have been in if the payment had not taken place by refunding the payment and any interest we charged on it (or by paying any interest we would have paid on it). If we provide a refund but later investigation finds you were not entitled to it, we’ll return your account to the position it would have been in if we had not made the refund.

REFUNDS AND RETURNED PAYMENTS. When can you request a refund for a disputed transaction? If you use a card (including via a digital wallet) to make a payment, and you have been charged more than what you agreed to pay or didn’t authorise the payment, you should try to resolve the dispute with the merchant. If you’re unsuccessful, you can ask us to make a ‘chargeback’ request to the merchant’s bank for you under the relevant card scheme rules where you’ve made the purchase using the credit function of the card/’CR’ button. Usually, you must raise the chargeback request within 120 days of the charge, unless the ePayments Code applies to the transaction and specifies a different ditferent limit. We’ll investigate your claim and may ask you to provide information which we reasonably need to do raise a chargeback request. If you notify us in time, and we are satisfied that you are entitled to raise a chargeback, we will credit your account for the amount initially debited for the transaction. However, the merchant also has rights to have the transaction further investigated and re-debited if they provide adequate evidence. Not all chargeback requests are successful. We’ll either refund the payment or inform you of our reasons for refusing the refund. We can’t always claim a chargeback e.g. if your complaint relates to a special promotion. You can dispute other types of transactions using the process in clauses 62 60 and 63 61 of this booklet. How much will we refund, and can we reverse a refund? If we give a refund for any reason, we’ll return your account to the position it would have been in if the payment had not taken place by refunding the payment and any interest we charged on it (or by paying any interest we would have paid on it). If we provide a refund but later investigation finds you were not entitled to it, we’ll return your account to the position it would have been in if we had not made the refund.. Returned payments Other banks may charge fees when payments are returned to us, the amount we pay back to your account may be less than the original amount you sent. If a payment you have asked us to make (by converting to a foreign currency first) is returned to us or we’re unable to make it for any reason, we’ll reverse the payment using the HSBC Real Time Exchange Rate at that time. If the HSBC Real Time Exchange Rate has changed, the amount we pay back when we reverse the payment will be more or less than the amount we originally took from your account. Foreign Currencies

REFUNDS AND RETURNED PAYMENTS. When can you request a refund for a disputed transaction? If you use a card (including via a digital wallet) to make a payment, and you have been charged more than what you agreed to pay or didn’t authorise the payment, you should try to resolve the dispute with the merchant. If you’re unsuccessful, you can ask us to make a ‘chargeback’ request to the merchant’s bank for you under the relevant card scheme rules where you’ve made the purchase using the credit function of the card/’CR’ button. Usually, you must raise the chargeback request within 120 days of the charge, unless the ePayments Code applies to the transaction and specifies a different limit. We’ll investigate your claim and may ask you to provide information which we reasonably need to do raise a chargeback request. If you notify us in time, and we are satisfied that you are entitled to raise a chargeback, we will credit your account for the amount initially debited for the transaction. However, the merchant also has rights to have the transaction further investigated and re-debited if they provide adequate evidence. Not all chargeback requests are successful. We’ll either refund the payment or inform you of our reasons for refusing the refund. We can’t always claim a chargeback e.g. if your complaint relates to a special promotion. You can dispute other types of transactions using the process in clauses 62 60 and 63 61 of this booklet. How much will we refund, and can we reverse a refund? If we give a refund for any reason, we’ll return your account to the position it would have been in if the payment had not taken place by refunding the payment and any interest we charged on it (or by paying any interest we would have paid on it). If we provide a refund but later investigation finds you were not entitled to it, we’ll return your account to the position it would have been in if we had not made the refund.. Returned payments Other banks may charge fees when payments are returned to us, the amount we pay back to your account may be less than the original amount you sent. If a payment you have asked us to make (by converting to a foreign currency first) is returned to us or we’re unable to make it for any reason, we’ll reverse the payment using the HSBC Real Time Exchange Rate at that time. If the HSBC Real Time Exchange Rate has changed, the amount we pay back when we reverse the payment will be more or less than the amount we originally took from your account. Foreign Currencies