Cardholder Transaction Dispute Form — Sinder card issued by ruya (Ruya Community Islamic Bank LLC)

Use this form to dispute a card transaction. Fill it in online, download the completed A4 PDF, sign it with UAE PASS and send it to Sinder support on WhatsApp. A blank copy to complete and sign by hand is also available. Disputes should be reported within 30 days of the transaction date shown in the app.

Two ways to complete it

  • Fill in online, sign with UAE PASS: type your cardholder details and the disputed transaction(s), tick the reason(s) that apply and download the completed A4 PDF (as many pages as needed) with a dispute reference printed on it. Sign it digitally in the UAE PASS app (Documents → Sign document) and send the signed PDF to Sinder support on WhatsApp.
  • Download a blank form to fill in by hand: print the empty A4 form (/api/dispute-form/blank.pdf), complete it in block capitals, tick the boxes and sign it.
  • Sign the downloaded PDF with UAE PASS: open the UAE PASS app, go to Documents → Sign document, upload the PDF, place your signature in the cardholder signature box on the last page and confirm with your UAE PASS PIN.
  • Attach the supporting documents listed under the reason(s) you ticked.
  • Send the UAE PASS-signed PDF and attachments to Sinder support on WhatsApp from your registered mobile number (or email them to support@sinder.ae).
  • Quote the dispute reference printed on the form when you message support. Keep your registered mobile number reachable — support may call to confirm details before passing the dispute to ruya.

Your registered details — as shown in the Sinder app

Open the Sinder app and check the mobile number and email on your profile. Enter them here exactly as they appear. Support matches your dispute to your account using these details, so a mismatch slows everything down.

Dispute reasons on the form

  • The billed amount is incorrect. I signed for / agreed to a different amount. Please attach a copy of your sales slip or receipt.
  • I have been billed more than once for this transaction / I authorised only one of these charges. Please attach your statement or app transaction history showing both charges.
  • I settled this transaction directly with the merchant by other means (cash / another card / bank transfer). Please attach the merchant's receipt or proof of the other payment.
  • I have not received the merchandise / services I expected from the merchant. Please attach a copy of the merchant's delivery terms and your correspondence with the merchant, if any.
  • I returned the merchandise to the merchant. Please attach the postal / courier receipt evidencing the return and your correspondence with the merchant.
  • I tried to withdraw cash from an ATM but no cash was dispensed. Please attach the ATM receipt if one was printed.
  • I tried to withdraw cash from an ATM but received only part of the amount. Please attach the ATM receipt if one was printed.
  • This is a recurring transaction / subscription that I have cancelled. Please attach the cancellation letter or confirmation sent to the merchant.
  • Hotel / travel reservation: I cancelled the reservation, or never made one. Please attach the cancellation confirmation from the hotel or booking site.
  • A credit / refund is still not processed by the merchant. Please attach a copy of your credit voucher or refund confirmation.
  • I have neither participated in nor authorised the above transaction(s). If the card was lost, stolen or never arrived, block it in the Sinder app first and tell support the date you noticed.

Timing and privacy

Report disputes within 30 days of the transaction date shown in the app; the investigation can take up to 180 days.

When you click download, your entries are sent to Sinder and saved securely with a dispute reference, which is printed on the PDF. Support uses that reference to match the signed copy you send on WhatsApp; the UAE PASS-signed copy is the record we act on. The typed draft is also kept in this browser tab (your tick-box reasons included, but not your confirmations) until the tab closes.

Send the UAE PASS-signed form and attachments to Sinder support on WhatsApp from your registered mobile number (or to support@sinder.ae). A blank version to fill in and sign by hand is available at /api/dispute-form/blank.pdf.

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