Cancellation and Refund Policy

1. Account cancellation

You may cancel your account at any time, free of charge, in the app or by emailing [email protected]. Your available balance will be transferred to an account in your name, subject to applicable legal checks. Fees already charged for services provided are non-refundable.

2. Cooling-off period

You may withdraw from the agreement within 14 calendar days of opening your account. In that case, we will fully refund the physical card issuance fee, provided the card has not been used.

3. Physical card fee

The issuance fee is refundable if the card is not delivered within 30 days of shipping or if it has a manufacturing defect.

4. Card purchases

Refunds for purchases made with your VupiCard card must first be requested from the merchant. When the merchant issues a refund, the amount is returned to your balance, generally within 10 business days, depending on card network processing. For refunds of foreign currency purchases, exchange rate fluctuations may result in an amount different from the original.

5. Transaction disputes (chargebacks)

• Unrecognized, duplicate or not-received transactions may be disputed within 60 days of the transaction date.
• Freeze your card in the app and send the details to [email protected].
• Reviews follow card network rules and may take up to 90 days. We may request supporting documents.
• Successful disputes result in the amount being credited to your balance.

6. Conversions and transfers

Confirmed currency conversions and transfers are executed immediately and therefore cannot be cancelled after confirmation, except in the case of an operational error by VupiCard.

7. Incorrect charges

If you identify any incorrect fee, please contact us. Amounts charged in error will be refunded in full.