Monavate is a Cambridge-based payments company authorised and regulated by the Financial Conduct Authority.

We provide the systems and licences businesses need to offer card payments. This means companies can issue cards, process payments, and keep transactions secure without having to build or manage the financial infrastructure themselves.

You may have been directed to this page because you followed a refund link, reopened a completed refund link, used an expired or invalid link, or visited the Monavate refund portal directly.

If the refund portal cannot identify the specific programme linked to your card or account, this general FAQ page will provide information about the standard refund process.

If you need help, please contact us at info@monavate.com.

We understand that you may be cautious when receiving a message about a refund process.

Monavate may contact eligible cardholders where funds need to be returned following the closure of a card programme or account.

Where eligible customer funds are held under accounts for which Monavate is responsible, Monavate is responsible for safeguarding those funds.

Monavate may oversee a dedicated refund process for eligible cardholders where a programme has closed or where funds need to be returned.

If you are unsure whether a communication is genuine, please contact us at info@monavate.com.

Where Monavate is responsible for safeguarding customer funds, those funds are safeguarded in line with the Electronic Money Regulations 2011.

This means the money is held separately from Monavate's own funds in designated safeguarding accounts. This helps ensure it remains protected and available to you.

Monavate may return your funds by electronic bank transfer to the account details you provide in the Monavate refund portal.

Payments will usually be made in Great British Pounds (£), unless otherwise confirmed as part of a specific programme refund process.

Refunds may be sent by Faster Payments to the nominated bank account where this is supported. Faster Payments are typically received quickly, but processing times may vary depending on the receiving bank and any checks required before payment is made.

If you do not have a bank account that can receive the relevant payment type, please contact us at info@monavate.com before submitting your account details.

Refund timeframes may vary depending on the programme, the information required, and the outcome of verification and payment checks.

Once you have submitted all required information and your verification has been completed successfully, Monavate will aim to process eligible refunds within the timeframe confirmed for the relevant programme.

This timeframe may be affected if information is missing, documents are rejected, verification cannot be completed, or further checks are required.

Refund currency may depend on the relevant programme and the type of balance held.

Where refunds are made in GBP, your nominated bank account must be able to accept GBP transfers.

If you do not have a bank account that can receive the relevant payment type or currency, please contact us at info@monavate.com before submitting your account details.

To process your refund, Monavate will need to confirm certain details, verify your identity, and collect the bank account information for the account you would like your funds paid to.

As part of the refund process, you may be asked to:

• follow the unique link sent to your email address;
• enter a one-time passcode sent to your email address;
• confirm details linked to your account in the Monavate refund portal;
• complete identity verification through Sumsub;
• take a photo of your identity document and upload it;
• complete a selfie liveness check; and
• provide the bank account details for the account you would like your refund paid to.

The exact information requested may depend on the programme, the details held for you, and the outcome of the verification checks.

On-screen guidance may be provided for each step of the identity verification process, including how to take and upload a photo of your identity document and complete the liveness check.

Please ensure that all information you provide is accurate before submitting it. Payment can only be made to the account details provided through the Monavate refund portal, following the required checks.

If you do not receive your one-time passcode, please check your junk or spam folder.

Please also check that you are using the email address linked to your account.

If you receive the passcode but it does not work, please check that you have entered it exactly as shown in the email.

If the passcode has expired, you may need to request a new one in the Monavate refund portal.

If you continue to experience issues, please contact us at info@monavate.com.

As a regulated entity, Monavate is required to identify and verify individuals before processing certain financial transactions.

As part of the refund process, identity verification may be completed through Sumsub, Monavate's identity verification provider. You may be asked to upload a photo of your identity document and complete a liveness check. Guidance may be shown on screen to help you complete each step.

This step helps us protect the refund process and ensures funds are returned to eligible recipients.

Sumsub is Monavate's identity verification provider.

As part of the refund process, you may be asked to use Sumsub to upload a photo of your identity document and complete a liveness check.

This helps Monavate verify your identity before your refund is processed.

A liveness check may form part of the identity verification process.

You may be asked to position your face within the frame on screen and follow instructions, such as moving your head or looking in a specific direction. This helps confirm that the person completing the verification is present and matches the identity document provided.

Guidance for each step will be shown on screen where a liveness check is required.

If your liveness check fails, it means the system could not confirm the check successfully. This can happen for several reasons, including poor lighting, a blurry camera, your face not being clearly visible, other people being visible in the frame, or the on-screen instructions not being followed correctly.

To help complete the check successfully:

• make sure your face is clearly visible and evenly lit;
• make sure no one else is visible in the frame;
• remove anything that may cover your face;
• remove glasses if they cause glare;
• hold your device steady; and
• follow the on-screen instructions, such as blinking, smiling, or turning your head when asked.

If you continue to experience issues, please contact us at info@monavate.com.

You may be asked to provide identity documentation, such as a passport or driving licence.

You may also be asked to provide proof of address, such as a utility bill, council tax bill, or bank statement.

The document requirements may vary depending on the programme, the details held for you, and the outcome of the verification checks. The refund portal and identity verification process will show guidance on screen where documents are required.

If you have moved address, you may be asked to provide proof of your previous address and your current address.

Acceptable proof of address documents may include a utility bill, council tax bill, or bank statement. Utility bills and bank statements may need to be dated within the last 3 months from the date of submission.

The document must clearly show your name, address, and issue date.

Once you provide the required documents and the checks have been completed, we can continue processing your refund.

If you have changed your name, you may be asked to provide official evidence of the name change.

This may include:

• a marriage certificate;
• a divorce or civil partnership dissolution document;
• a deed poll certificate; or
• another official document confirming the change.

Once you provide the required documents and the checks have been completed, we can continue processing your refund.

Documents may be rejected if they cannot be clearly read, are expired, do not match the information provided, or do not meet the verification requirements.

Please make sure that any document you provide is:

• valid and not expired;
• clear and easy to read;
• not blurred, cropped, covered, or edited;
• showing the full document;
• in an accepted file format displayed on the screen; and
• consistent with the information you have provided.

If you continue to experience issues with your documents, please contact us at info@monavate.com.

If you no longer have access to the email address linked to your account, we can complete additional checks and help you with the refund process.

Please contact us by email at info@monavate.com or by telephone on +44 (0)1223 626580 during office hours, Monday to Friday, 08:00 to 17:00.

Monavate may be able to provide an automated statement showing the balance held at the relevant point in the refund process or programme closure.

Availability of statements and historical transaction data may depend on the relevant programme.

If you need help with a statement request, please contact info@monavate.com.

Monavate is required to retain certain personal data for legal and regulatory purposes.

Personal data will be handled in line with applicable data protection laws and Monavate's data retention policy.

Where necessary, Monavate may retain certain data for the period required by applicable legal and regulatory obligations.

If you need help completing your refund submission, you can contact us by email at info@monavate.com or by telephone on +44 (0)1223 626580 during office hours, Monday to Friday, 08:00 to 17:00.