What if I suspect fraudulent activity?

Customers reporting unauthorised transactions must contact their issuing bank immediately, as well as URBNSURF. URBNSURF may temporarily suspend associated bookings during the investigation. Refunds may be issued at URBNSURF’s discretion prior to bank confirmation for customer goodwill. Where a refund is issued prior to bank determination, URBNSURF reserves the right to recover funds if a chargeback is subsequently reversed. Fraud determinations are ultimately made by the issuing bank and card scheme.