Not upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

C complained that Revolut unfairly rejected a chargeback claim for an auto-renewing subscription charge of approximately £120 that occurred on 11 December 2025. C argued that no renewal reminder was sent and that Revolut applied the rules too rigidly without considering wider circumstances. The ombudsman found that Revolut correctly applied Mastercard scheme rules and the Company's Refund Policy, both of which require the customer to cancel before the renewal date for a refund. Since C did not cancel before the renewal date and only contacted the Company after the charge was applied, the chargeback was properly rejected. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied the Mastercard scheme rules and the Company's Refund Policy to determine that Revolut correctly rejected the chargeback. Under these rules, it was the customer's responsibility to cancel the subscription before the renewal date for a chargeback to succeed. The absence of a renewal reminder does not alter this obligation, and Revolut was not required to consider wider circumstances such as lack of use or prompt refund requests, as these are not factors within the Mastercard scheme rules. The customer's contact with the Company occurred after the charge had already been applied, demonstrating the subscription was not cancelled in time.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website