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Refunds & Reversals
Written by Angelina
Updated over a week ago

How do refunds and reversals work with the hi Debit Card?

When you cancel an order made with your Debit Card, or request a refund then it will initiate a reversal or refund process with our systems.

For your understanding, when a Refund request is initiated there are several security checks in place both with us, but also with our banking partner and Mastercard, before funds are settled and credited to your hi Account.

How long do refunds typically take to appear in my Transaction History?

Reversals will typically be credited to your account within 1-2 days, but refunds can take longer and up to 30 days. Please sit tight and wait for your refund to be credited.

What should I do if I've been waiting for more than 30 days for my refund?

If 30 days go by and you still haven’t received your Refund please contact us via Live Chat in the hi App with details of the transaction and we’ll look into it for you.

I made a transaction via Curve. When can I expect my refund?

For transactions that are paid with hi Debit Cards linked to Curve, when the transactions were declined by the merchants, Curve shall receive the updates of declination and proceed with the reversals. Normally, the payment authorisation should automatically expire after 10 days, at this point, their system will reverse the payment and the refunds shall arrive in 2-5 working days.

In the event that the transaction was declined, and you have not received it after the timeline aforementioned, we would advise you to reach out to Curve to inquire about the reversal and pass us the RRN given, we will then assist in processing it for you.

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