I'm expecting a refund but I didn't receive it.
We recommend contacting the merchant first. If you then need to reach out to us, please make sure you have the ARN (Acquirer Reference Number) of the transaction, this is the proof that the refund was initiated on the card network (e.g. Visa) side.
Refunds may vary depending on the type of transaction: canceled card orders are processed automatically, pre-authorized payments are held temporarily, and merchant-initiated refunds require action from the merchant.
Who processes my refund?
Refunds are processed by the merchant, not by us. Once the merchant initiates the refund, it goes through the card network (e.g. Visa) before reaching your account. We do not control this process.
How long does a refund take?
Timelines vary depending on the merchant:
🕐 Most refunds arrive within 5 calendar days of being initiated.
📅 Some merchants may take up to 30 days, depending on their terms and conditions.
⚠️ Even once a refund appears in the app as PENDING, it may take up to 5 calendar days to be fully processed by the card network (e.g. Visa) before the funds are available in your account.
We recommend checking the merchant's Terms & Conditions, as these usually outline their refund policy and processing timeframes.
💡 For pre-authorised payments, funds are held temporarily and will be automatically released back to your account within 30 days if the merchant does not capture the payment.
I can see the refund in the app, why isn't the money in my account yet?
When a refund appears in your app, it means the merchant has initiated it, but the card network (e.g. Visa) may still need up to 5 calendar days to complete the processing on their end before the funds are fully available to you.
Do I need to contact you to get my refund processed?
No. Since refunds are handled by the merchant and the card network (e.g. Visa), there is nothing we can do to speed up or trigger the process. You don't need to reach out to us for this.
💡 If your refund is taking longer than expected, we recommend contacting the merchant directly for an update, they are best placed to give you a status on your refund. Additionally, monitor your account regularly to check if the refund has been credited, and familiarize yourself with the timelines for different refund types to manage expectations effectively.
My refund is taking longer than 30 days, what should I do?
If it has been more than 30 days since the merchant confirmed your refund and you still haven't received it, please contact the merchant first to confirm it was issued. If you have confirmation that the refund was sent but it still hasn't arrived, you can then reach out to us and we'll look into it.