How can I withdraw from my Wero contract?

You have 14 days from the day you accept the Wero Terms & Conditions, or (if it happens later) from the day you receive a copy of the Wero Terms & Conditions, to withdraw from your contract without having to give a reason. This is your right under EU consumer protection law.

How do I withdraw?

There are multiple ways to submit a withdrawal request:

Method 1 - For Wero app users

  1. Open the Wero app.

  2. Go to the Settings tab.

  3. Tap Withdraw from contract.

  1. Confirm your withdrawal.

  2. Download your confirmation before leaving the screen. This document will not be available anymore after closing the screen.

Contacting the Wero support team

You can contact our support team to exercise your right to withdraw by the following means:

  • Via chat in the Wero app 
  • Via chat on the Wero website 

Our support team is available Monday to Friday, from 09:00 to 17:00 CEST.

Please have the following details ready before you contact us:
Your name, the phone number or email address linked to your Wero account, the last four digits of your IBAN, and the email address where you'd like to receive your withdrawal confirmation.

By email or post

You can submit your withdrawal request by email at contact@epicompany.eu or by post to:

EPI Company SE 
De Lignestraat 13 
1000 Brussels 
Belgium

You can use the withdrawal request template provided here, although any clear withdrawal request will be accepted. 

Method 2 - For Wero users from their mobile banking app

If you use Wero from your mobile banking app and you would like to exercise your 14 days right of withdrawal, please contact your bank. 

What happens after I withdraw?

Your account

  • Your contract is cancelled and you're released from all obligations under it.
  • Your bank accounts will be removed from that device, and you will have to configure Wero again if you wish to use it in the future

Multiple devices

  • Withdrawal applies to the device requested. If you have Wero in more than one device, you need to withdraw from each separately.

Your past transactions

  • Any transactions completed before your withdrawal are not affected.
  • Any recurring payments such as subscriptions linked to the Wero account can be cancelled directly from the merchant.

After the 14-day period

  • The right to withdraw is only available during the first 14 calendar days. After that, you can still close your account through the standard removal process, but different conditions apply.

For more details on the right of withdrawal, see the Wero Terms & Conditions.


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