Need a hand?

To be eligible for reimbursement, you must meet all of the following requirements:

You must be truthful

If your payment request triggers Revolut's scam warning flows, you must have regard to all warnings provided by Revolut and be truthful in all your answers to the questions presented to you. If you don't answer truthfully, and as a result, this prevents us from providing appropriate levels of intervention, we may not reimburse you. This is because you may not have acted with the appropriate standard of caution when making the payment.

You must conduct basic checks before payment

If the payment triggers Revolut's scam warning flows, you must complete all the checks requested by Revolut in order to make the payment. If you don't conduct these checks or you aren't truthful when asked if you've conducted these checks, then it may prevent us from providing appropriate levels of intervention, and we may not reimburse you. This is because you may not have acted with caution when making the payment.

You must share all relevant information

If you believe you have‌ been defrauded, then you must provide all relevant information requested in order for us to assess the claim. This includes screenshots, information about the scammers, and where the fraud originated. If you don't provide the information we request, we may not reimburse you.

You must act promptly

If you've been defrauded, then you must report the fraud within 13 months of the last transaction. If you don't report the fraud to us within this timeframe, we may not reimburse you.

You must authorise the claim to be raised with the police

If you've been defrauded, we may wish to raise the issue with national authorities, such as the police. We can make this claim on your behalf, unless you want to make it yourself or already have done before raising a claim. If we ask for your permission to raise your claim with the police and you decline, we may not reimburse you.

If we assess that you were a vulnerable customer at the time of the APP scam payment, and this has had a material impact on your ability to protect yourself from the scam, then the Consumer Standard of Caution won't apply to you.

If we don't believe you have met all of these standards, you may be found to be grossly negligent and denied reimbursement.