When can I request a refund?
To request a refund, you’ll need to cancel your booking. Refund eligibility depends on when you cancel and whether the service has been used.
If your booking has not been used and you cancel up to 1 hour before your scheduled drop-off time: You’ll receive a full refund to your original payment method or Bounce credits.
If your booking has not been used and you cancel 1 hour or less before your scheduled drop-off time: You’ll receive Bounce credits.
If your booking has not been used and you cancel within 1 hour after your scheduled drop-off time: You’ll receive Bounce credits.
If your booking has been completed, (you dropped off and picked up your items), or you cancelled more than 1 hour after your scheduled drop-off time, the booking is not eligible for a refund.
Note: Refunds to your original payment method typically appear within 5–10 business days, depending on your bank. Bounce credits appear in your account immediately and are valid for 12 months at any of our 20,000 partner stores.
How to cancel a booking?
Canceling a booking on Bounce is quick and easy. Whether your plans have changed or you no longer need the service, you can cancel directly through the app.
Here are the steps on how to cancel your booking.
Navigate to the Bookings.
Click View Details on the booking you wish to cancel.
Scroll down and, under Get Support 24/7, tap Cancel Booking.
Choose the appropriate reason for your cancellation.
You would be prompted to rebook to a new store or Get a refund instead.
Common Questions
I received Bounce credits but expected a refund to my card. Why?
Refunds are issued to your original payment method only when you cancel more than 1 hour before your scheduled drop-off. If you cancelled within 1 hour of (or after) drop-off, your refund will be in Bounce credits.
If you believe this was issued in error — for example, you cancelled earlier than the system recorded — contact support with your booking code and we'll review it.
How do I check the status of my refund?
You can check your refund status by reviewing your bank or card statement. If you don’t see a refund after a few business days, it may have been processed as a reversal, which means the original charge disappears instead of showing as a separate refund.
Your bank can confirm this for you. If your bank can't locate it, reach out to Bounce Support and we can provide a System Trace Audit Number (STAN) to help them track it down.