Where is my refund?

Every refund issue gets a reference number when you raise it. Use that number in any follow-up.

Timeline

• Acknowledgement: within 48 hours.
• Decision: within 5 working days of acknowledgement.
• Initiation: within 2 working days of approval.
• Credit to your payment method: within 7 working days of initiation, depending on your bank.

What the statuses mean

• Open — received, not yet reviewed.
• In progress — under review, we may ask for the invoice or the exported block.
• Resolved — approved and initiated with the payment processor.
• Closed — declined, with a written reason.

If it is late

If the credit has not arrived 7 working days after we told you it was initiated, reply on the same ticket with the processor reference. We will chase it with the processor and give you a written update.