If something has gone wrong with a transfer, tell us and we will put it right. This page explains how, and what to do if you are not satisfied with our answer.
Step 1 — Tell us
Contact our support team first. Most problems are resolved this way, and quickly.
Please include your transaction reference, the date, the amount, and what went wrong. It saves a round trip and lets us investigate immediately.
Time limits
Report any unauthorised or incorrectly executed transaction promptly, and no later than 13 months after the debit date. Leaving it longer may cost you the rights and remedies described in the Terms & Conditions.
Step 2 — Escalate to Belmoney
Payment services are provided by Belmoney S.A., a payment institution licensed and supervised by the National Bank of Belgium. If our support team cannot resolve your complaint, escalate it to Belmoney’s dispute resolution team:
compliance@bel.money
Belmoney will acknowledge receipt within 5 business days and provide a substantive response within one month. In exceptional circumstances beyond their control this may be extended, in which case they will explain why and when to expect a full answer.
Step 3 — Independent review
If you are still not satisfied, or no response arrives within the timeframe above, you may refer the matter to an independent body at no cost to you.
Ombudsfin — Belgian Financial Services Ombudsman
Bd Roi Albert II 8, 1000 Bruxelles, Belgium
Phone: +32 2 545 77 70
Email: ombudsman@ombudsfin.be
European Online Dispute Resolution Platform
For online disputes, the European Commission’s ODR platform is available at ec.europa.eu/odr.
Unauthorised transactions
If you report a transaction you did not authorise, it will be refunded without undue delay, and no later than the end of the following business day after Belmoney becomes aware of it — unless there are reasonable grounds to suspect fraud, which are then reported to the competent authority in writing.
Where a funding instrument was lost, stolen or misused, your liability is capped at EUR 50, and there is no liability at all once you have notified us, where the loss was not detectable to you beforehand, or where we failed to give you a means of reporting it. That cap does not apply where you acted fraudulently, or with intent or gross negligence failed to keep your credentials safe.
Transfers that fail or arrive late
Where a transfer is not executed, is executed incorrectly, or is delayed, and the cause is not an incorrect account number or payout reference you supplied, Belmoney is liable for correct execution and will refund the amount without undue delay. On request they will trace the transfer and tell you the outcome, free of charge.
If the account details you gave were wrong, they will still make reasonable efforts to recover the funds, and may charge a fee for doing so where that has been disclosed to you in advance.
Money not collected
Funds not collected within 60 calendar days are cancelled and refunded to the sender, less applicable fees.
Suspected fraud
If you believe you have been the target of fraud — including impersonation or a social-engineering scam — contact compliance@bel.money immediately. If you think your credentials or device have been compromised, change your password straight away and tell us at the same time.