There are two different ways that a refund can go through. See below for which applies to you.
1. For Lessons That Were Cancelled Before Starting
If you or your tutor cancelled your lesson before it started, you'll receive your funds back into your bank account immediately.
This was a hold on your card that has now been dropped. This will not show as a refund or a credit on your bank statement. The original charge that was placed on your card will have been dropped.
2. For Lessons That Were Refunded After Taking Place
Although Sherpa processes the refund request immediately, delays on the bank's end add a 5-10 business day delay as standard.
This will often show as a 'refund' or 'credit' on your bank statement.
If you're not sure where your refund is, first check your Payments Page. This displays all payments made to Sherpa along with their statuses.
You can see here when payments are refunded. If you can see a payment has been refunded but can't find it in your bank, get in touch with us via the live chat in the bottom right. We are able to give out an ARN number (unique transaction reference number) upon your request. With this, you can track your refund with your bank.
FAQs
Help! I haven't received a refund for my booking.
Do not worry! Sherpa always processes refunds instantly so your money will be on it's way back to you. Please follow the steps below to get more information on the status of your refund.
1. Head to your Payments Page
Here, you will be able to see all the payments you have made to Sherpa, along with their statuses.
Scroll through the payments to find the booking that you're looking to check the refund status for.
2. Verify the status (and check the ARN)
If it says 'Hold Dropped', that means the original charge on your bank statement will have been removed instantly, and the funds will soon be available in your account again.
If it says 'Refunded', that means Sherpa has processed the refund, and your funds are on their way back to you - which can take between 5-10 business days.
If it says 'Refunded', but you cannot see the funds in your account, get in touch via our live chat, where we can provide an ARN number (unique transaction reference number) upon your request. With this, you can track your refund with your bank.
If you're still not sure, do not hesitate to get in touch with our support team via the live chat. We ask that you do not contact us via the phone for payment queries.
What about Late Cancellations?
We put a hold on your payment card 24 hours in advance for the lesson amount.
If you or your tutor cancels the lesson before it starts, the card hold will be dropped (or adjusted in line with the cancellation policy) through a reversal rather than a refund that would arrive in your account as a new transaction. The original charge on your card should disappear (or change) within 1-2 business days.
We are able to give out a STAN number (unique transaction reference number) upon your request. With this, you can track your refund and contact the relevant parties if it is stuck at any point.