If your payment has been refunded, you will have been emailed confirmation of this as soon as we processed the refund. You can also check if we have issued a refund in your payment history.
We process all our refunds back onto the card that was used to pay - once a refund is triggered our card processor processes the refund directly. It can take up to 10 working days for the transaction to be visible in your bank account.
Please bear in mind that unfortunately we are not able to speed this up. How long it takes for the refund to appear in your bank account is subject to the banking system.
Check for a reversal
Some banks may issue your refund as a "reversal". This is usually applied if the refund is issued 1-3 days after the payment date.
When the refund is process as a reversal, the original transaction will simply disappear from your bank statement. This means that instead of seeing both the original transaction leaving your bank account, and another transaction being accredited to you your bank account, the original transaction will drop from your bank statement and the funds will be returned. When a reversal is applied, it is essentially as if the transaction never left your bank account in the first place. As such, if you cannot find the transaction on your bank statement, it usually means a reversal was used as the refund method.
For example, if a holding deposit is being returned to you, instead of seeing -£230 and +£230 on your bank statement, the original transaction of -£230 will disappear from your bank statement and your balance will be updated with the funds returned.
What should you do if you have not received the refund?
Remember that it can take up to 10 working days for a refund to be visible in your bank account - and that the processing time varies between banks.
In the unlikely event you have not received this refund (and the original payment is still showing as debited from your account) after 10 working days please contact your bank / card issuer directly. They may be holding the payment due to, for example, a cancelled / re-issued card and only your card issuer will be able to help you resolve this.