When money goes back, how to ask, and what to do if you are not happy with our answer.
01Before the appointment
If the appointment has not taken place, you can ask for a refund. Ask the provider, who can refund from their account in seconds, or write to us. The full amount goes back to the card you paid with. Depending on your bank it shows on your statement in 5 to 10 working days.
A provider can set a cancellation rule for a deposit, for example that it is kept if you cancel late. The rule has to be written in the note on the payment request, where you can read it before you pay.
02After the service
Once the service has been provided, the payment is final. We still refund when:
- you were charged twice for the same booking;
- the amount taken is different from the amount on the payment request;
- the payment was made with your card without your permission;
- the provider did not turn up or cancelled, and the provider confirms it or cannot show otherwise.
03How to ask
Write to [e-mail address to be completed] with the payment reference from your receipt, the date and the amount. We answer within 2 working days. You do not have to explain what the booking was for.
04Disputes with your bank
You can dispute a card payment with your bank at any time. We answer the bank with the 3-D Secure confirmation, the payment request and the receipt. If the bank decides in your favour, the money is returned by the bank.
Asking us first is usually quicker. A refund from us takes days; a bank dispute can take weeks.
05For account holders
A refund or a reversed payment is taken from your next payout, as the Terms of service explain. You can see every refund and every dispute in your account, with its status.
06Complaints
If you are unhappy with how we handled something, whether you are a client or an account holder, write to [e-mail address to be completed] and say it is a complaint. A person who was not involved in the first decision looks at it and answers within 14 days.
If you are a consumer and our answer does not settle it, you can turn to the consumer protection authority or the alternative dispute resolution body of the country where you live. Our company details are in the Legal notice.