Refund hasn’t arrived
Refunds can take up to 14 days from when the merchant (the person or organisation that you paid) processes it. If you’ve been waiting more than 14 days, please check that the merchant definitely sent the money.
If you need to send an item back to get your refund, the 14 days begins once the merchant processes the return fully.
If the merchant confirms that they've sent the refund and your refund still hasn't arrived after 14 days, please get in touch with:
proof of the original receipt (screenshot or photo of paper receipt)
proof that a refund is due (merchant confirmation of a refund or an explanation of why a refund is due including communication with the merchant)
or proof of cancellation (screenshot if you tried to cancel the order)
We can’t help unless you have proof and 14 days have passed.
Getting your car rental or hotel deposit refund
If you're expecting a deposit refund from a car rental company or hotel, it can take up to 30 days.
Need it sooner? Get in touch following the steps below with evidence of the final bill which shows the value you were due to pay and evidence of the merchant confirming that they plan to refund your deposit.
Creating a dispute request
Tap on a transaction in your app
Scroll to the bottom and tap Something wrong? Get help
Find the heading that fits your situation best, and then tap Dispute this transaction
From there you'll start the process for raising a dispute with the merchant with our disputes team.
