HelpMonzo FlexMaking a Section 75 or purchase protection claim with Monzo Flex

Making a Section 75 or purchase protection claim with Monzo Flex

You get the same purchase protection for any transactions you flex that you’d usually get with Monzo.

So if you've got an issue with a transaction, we can try to get the money back from the retailer by raising what's called a 'chargeback' for you.

It's quick and easy to flag a problem with a transaction in the app

Simply go to the Flex feed and tap the transaction you’d like to report. Then scroll to the bottom where you’ll see in red text ‘Something wrong? Get help’.

You might be covered by Section 75 if you’ve used your virtual Flex card

When you buy something with your virtual Flex card, you might also be covered by Section 75 of the Consumer Credit Act 1974.

That’s as long as the goods or services you bought are between £100 and £30,000 and aren’t paid for through a third party or agent. (There’s more about this below.)

Section 75 only applies to transactions made with your virtual Flex card.

Under Section 75, both the credit provider and the retailer are responsible

Under Section 75, the credit provider (that’s us in this case) and the retailer or supplier are jointly responsible if something goes wrong.

How Section 75 covers you

You might be able to get a refund if the goods or services you’ve bought are:

  • faulty
  • not delivered
  • not fit for purpose, of satisfactory quality or as described.

Section 75 could also cover you if:

  • the company you’ve bought from goes out of business before you get your goods or services
  • the description of the goods or services doesn’t represent what you actually received.

When can you claim

There are a few things to bear in mind about Section 75.

  • The value of the goods or services must be between £100 and £30,000.
  • You must've purchased at least a part of the goods or services on your virtual Flex card.
  • You’ll only be able to claim on purchases made for yourself (you can’t claim if you use your virtual card to pay for someone else’s purchase).
  • The company you pay for the goods or services must be the same who provides them (not a third party or agent).

A good example of this is when you buy plane tickets. If you buy through a travel agent instead of an airline, then Section 75 might not apply if the flights are cancelled. This is because the payment you made was to a third party or agent and not to the supplier of the goods or services (the airline).

Another example is if you pay for something on a marketplace platform, like Amazon Marketplace. You might not be covered in this case as, although you’re buying through Amazon, you’re not actually paying the seller of the goods directly.

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