Can Yonder refund me if I've been scammed?

At Yonder, we take fraud and scams extremely seriously. If you believe you have been the victim of a scam, contact us immediately through the app so we can secure your account and start an investigation.

How a case is handled depends on whether the payment was unauthorised or authorised but fraudulent.

If someone used your card or account without your permission, for example after your card details were stolen or through phishing:

Your protection

Under EU payment law (PSD2) and Dutch regulations, customers are generally protected against unauthorised transactions. If a payment was not authorised by you and you did not act fraudulently or with gross negligence, please reach out to us right away and we will investigate this for you and let you know our outcome.

What you should do

Some scams involve fraudsters tricking customers into authorising a payment themselves, for example by impersonating a bank, the police, or another trusted organisation. Because the payment was technically authorised by the customer, EU law does not automatically require banks to refund these transactions.

How we handle these cases

We review authorised scam cases individually and will investigate whether funds can be recovered or whether a refund may be appropriate based on the circumstances.

You may be asked to file a report with the Dutch police (Politie) and provide the case reference number as part of the investigation.

You can significantly reduce the risk of scams by following these basic rules:

If you ever notice suspicious activity, contact us immediately through the app or by emailing [email protected].