Your Rights to Redemption of Funds and Refunding of Transactions on your Account

This policy sets out the liability of Viola Black to you (the Client) about the redemption and refunding of funds, in accordance with our Terms and Conditions.

Redemption of Funds

You have the right to close your Account and redeem the funds at any time.  Viola Black will then transfer the funds from your Account to the original source of funds.  When we process your redemption request, we will require you to provide us with documents, such as identification, so that we may process your request in accordance with legal requirements.  You are requesting redemption before termination of this agreement;

Where the currency of the redemption amount is different to the currency of the payment instrument that you used to fund the Account, we will convert  the redemption amount to the payment instrument currency before transferring the funds.  Please note that exchange rates vary and contain a buy/sell spread and therefore the exchange rate on any refund you receive will differ from the rate when you loaded onto your Account.  We will apply our standard rate on the day and will inform you of the exchange rate at the time of the refund.

Refunding Transactions

You may be entitled to claim a refund in relation to transactions where:

  • Transactions were not authorised under this agreement;
  • We are responsible for a transaction which was incorrectly executed by us or notified by a third party
  • Pre-authorised transaction/s did not specify the exact amount at the time of its authorisation and the amount charged by a supplier is more than you could reasonably have expected given the circumstances of the transaction.  [Refer to Terms and Conditions for further information]
  • We were notified of the unauthorised/incorrectly executed transaction within 13 months of the debit date

Who to Contact for Refund Request?

Email tracey@viola.group or call +44 (0) 208 144 1878

State all information necessary for the request which includes:

  • Viola Black Account Name
  • Viola Black Account Number
  • Date and Time of Transaction
  • Amount of Transaction
  • Transaction Type
  • Reason for the Request
  • Updated Contact Details

How Long is the Refund Process?

Within 7 to 14 days of receiving a refund request or where applicable after receiving any further information we have requested from you.

How is Refund Received?

We will refund the applicable amount to your Viola Black Account or provide you with an explanation for refusing the request.

Note:  All requests will be investigated to ensure the Laws of England and Wales have been adhered to along with ensuring no fraudulent activity has taken place, and Viola Black are complying with Anti-Money Laundering Laws.

Please note that Viola Black at no time will be held responsible for funds being sent to incorrect account numbers.  You will be responsible for ensuring you enter the correct details, as we are unable to retrieve funds sent to the wrong account.

Should you purchase items in store, online, face to face and they are faulty please do not contact Viola Black.  You must contact the merchant where you purchased your items, for an exchange or refund as Viola Black will not be responsible.