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Edited by:

Ajust Content Team

Last updated:

November 4, 2025

Can you get a refund from
UBank
? Check eligibility first

Unauthorised or fraudulent charges: Eligible for refund/dispute if you didn’t authorise a transaction (e.g. stolen card, scam access).
Billing errors & duplicates: Wrong amounts or double charges qualify for refunds.
Goods/services not received: If you paid but didn’t get the product/service, you can dispute.
Merchant cancellations/no refunds: Covered if the merchant cancels and fails to refund (chargeback applies).
Exclusions:
- Change-of-mind isn’t eligible (merchant’s policy applies).
- “No-show” or cancellation fees if you didn’t cancel correctly.
- Pending transactions (must settle before disputing).
- Scam losses where you gave away credentials (banks often deny unless bank failed in security).

Review the charge: Double-check merchant name, family purchases, or delayed posting.
Contact the merchant (if non-fraud): Many errors can be fixed faster directly.
Call UBank:
- 13 30 80 (AU) or +61 2 9070 0202 (overseas).
- Hours: Mon–Fri 8am–7:30pm, Sat–Sun 8am–5:30pm (Sydney time).
Provide details: Transaction date, merchant, amount, and reason for dispute.
Submit evidence: Screenshots, receipts, order confirmations if asked.
Get confirmation: You’ll receive a reference number and email. Fraud cases may result in card blocking/replacement.
Track outcome: uBank investigates and liaises with merchant bank. You’ll be updated by email.
Refund applied: If approved, funds go back into your original uBank Spend or Save account.

Standard resolution: Most refunds processed within 21–45 days.
Fraud/clear-cut cases: Often resolved in 1–2 weeks.
Worst case: Can stretch up to 180 days if merchant challenges (rare).
Initial updates: Expect contact within 7 business days, and a formal update within 21 days.
Interim/provisional refunds: Sometimes applied upfront but can be reversed if the case is lost.
Delays: Caused by missing documents, merchant disputes, or international transactions.

Direct account credit: Funds go back into the same uBank account that was charged.
Original payment reversal: Always refunded via the same method (card/account).
Mistaken transfers: Refunded via recovery process outlined in ePayments Code.
Provisional credits: Can be reversed if final investigation rules against you.
No cash/cheque refunds: All handled electronically into your account.

Fast fraud refund: Customer reported uBank detected and reversed a fraudulent charge before they noticed. It was refunded instantly.

Partial scam refund: A victim of a scam got 50% back after persistence and escalation as a goodwill compensation.

Customer impressions: Support can involve wait times, but disputes are resolved professionally once lodged.

Similar coverage: Matches CBA, Westpac, ANZ, ING (all follow Visa/Mastercard chargeback rules).
Process difference: uBank = phone-based disputes. Competitors (CBA, NAB, Up Bank) offer in-app/online forms.
Resolution speed: CBA/Amex often faster with provisional credits. uBank quotes 45 days but resolves many faster.
Transparency: Competitors list exclusions more explicitly. uBank provides enough info but less detail in public FAQs.

Summary: Protections are equivalent – differences are in convenience of dispute initiation and customer service style.