Spotted a TEBHOS/Polar transaction on your card statement that you do not recognise? Most cases are cleared up in a few minutes. Work through this page in order — and write to us at the end, before opening a dispute (chargeback) with your bank.
1. Try to identify the transaction
- Name on the statement: because Polar processes payments as merchant of record, the transaction appears on your statement under the name Polar; it may not say “TEBHOS”.
- Check your email: Polar sends a receipt for every payment. Search your inbox for “Polar” (including spam); do the date and amount on the receipt match the statement?
- Automatic renewal: Pro and Business Class subscriptions renew on their own every month/year. A forgotten subscription is one of the most common causes; see Managing your subscription.
- Someone using the same card: family members or someone with access to your card may have made a purchase on TEBHOS.
2. Check your account’s security
If you did not make the purchase, someone else may have got into your account:
- Change your password right away and turn on two-factor authentication: Password and 2FA.
- Sign out unfamiliar sessions under User Settings → Account & Security.
- If the payment was made with a card not linked to your account, contact your bank and have the card replaced.
3. Write to us
From the email address registered to your account, email [email protected] with “Unauthorised charge” in the subject line and include:
- the transaction date and amount from your statement
- the order number from the Polar receipt (if you have it)
- a short note that you do not recognise the transaction and the security checks you have done on your account
We reply within 48 hours; we match the transaction against the Polar records and refund any charge found to be unauthorised. Never write your full card details in an email — the last 4 digits are enough if we ask for them.
Why write to us before a chargeback?
Opening a dispute directly with your bank usually takes weeks, and the product involved is removed from your account until it is resolved. If you write to us directly, we refund unauthorised charges much faster and in full. During a dispute, the product involved may be withdrawn from your account based on the information your bank passes to us; your account is not closed.
For the detailed refund rules see Refunds.