Template notice. This document is published as a starting template. Final terms are subject to review by qualified counsel and to the specific licences and jurisdictions in which NextPayment operates.
1. Scope
This policy applies to disputes on bank transfers and instant payment rails. For card payments see our Chargeback rights page.
2. Raising a dispute
Report the issue through in-app chat or email disputes@nextpayment.com. Include the transaction reference, the amount, the date, and the reason you believe the payment is wrong.
3. Investigation timeframe
We acknowledge disputes within two business days and aim to resolve them within 15 business days. Cross-border disputes involving correspondent banks may take up to 35 business days.
4. Outcomes
If the dispute is upheld, funds are credited back to your account. If the dispute is rejected, we provide a written explanation and the option to escalate to our complaints team or to an ombudsman.