What is a chargeback?
A chargeback is a reversal of a credit or debit card payment initiated by your bank. If you paid for a service that was not delivered as promised, was significantly different from what you agreed to, or was never provided at all, your card issuer may return the funds to you. This is a consumer protection mechanism built into Visa, Mastercard, and American Express networks.
Am I eligible?
You may be eligible for a chargeback if you paid by credit or debit card and the treatment was significantly different from what was agreed, the quoted price changed after arrival, complications were caused by negligence, or the clinic has stopped responding to your complaints. Cash payments and bank transfers are generally not eligible for chargebacks.
CRITICAL DEADLINE
You usually have 120 days from the transaction date
Most card networks allow chargeback disputes within 120 days of the original payment. Some banks allow up to 540 days for services not rendered. Do not wait — the sooner you act, the stronger your case. If your treatment was months ago, check with your bank immediately.
Step-by-step chargeback process
STEP 1
Gather your evidence
Collect everything: WhatsApp conversations with the clinic, the original price quote, the treatment plan you agreed to, the final invoice, before/after photos, medical records, and any follow-up correspondence. Screenshot all digital conversations — clinics have been known to delete chat histories. If you received a second opinion from a dentist or doctor at home, get that in writing.
STEP 2
Contact the clinic first
Send a formal written complaint to the clinic by email (not just WhatsApp). State clearly what went wrong and what resolution you expect — refund, corrective treatment, or compensation. Give them a reasonable deadline (14 days). Keep copies of everything. Your bank will ask whether you attempted to resolve the issue directly.
STEP 3
Call your bank’s dispute department
Call the number on the back of your card and ask for the “disputes” or “chargeback” team. Tell them you want to dispute a transaction for services not as described. They will assign a case number and explain their specific process. For UK credit card holders: if you paid over £100, you may also be covered under Section 75 of the Consumer Credit Act, which makes the card issuer jointly liable with the merchant.
STEP 4
Submit your documentation
Your bank will ask you to complete a dispute form and attach supporting evidence. Include: a clear timeline of events, the original agreement vs what was delivered, all correspondence with the clinic, any medical reports from a second opinion, and photos documenting the issue. The more organised and factual your submission, the stronger your case.
STEP 5
Wait for the bank’s decision
The bank forwards your dispute to the merchant’s bank (the acquiring bank in Turkey). The clinic has a set period to respond. If they don’t respond or their response is insufficient, the chargeback is typically approved. The process usually takes 30–90 days. Temporary credits may be applied to your account during the investigation.
Section 75 (UK credit card holders)
If you paid any portion of the treatment using a UK credit card and the total cost was between £100 and £30,000, Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the clinic. This means you can claim directly against your card provider even if the clinic is in Turkey and refuses to cooperate. This is one of the strongest consumer protections available to British patients.
What if the clinic paid through a third party?
Some clinics route payments through medical tourism agencies or payment processors. If you paid a UK-based agency, Section 75 applies directly. If the payment went to a Turkish entity, you can still dispute through the standard Visa/Mastercard chargeback process. Keep records of exactly who you paid and how.
Planning treatment in Turkey? Get your treatment plan independently audited before you fly —
cosmeticdentistryaudit.com provides independent pre-treatment clinic checks with no clinic affiliations.
How ClaimAbroad can help
If you need help gathering evidence, drafting your complaint letter, or navigating the chargeback process, ClaimAbroad can guide you step by step. Filing a case is free. We review your situation and advise you on the strongest approach — whether that’s a chargeback, consumer arbitration in Turkey, or a formal regulatory complaint.