Double charges and refunds
How to spot a duplicate, and how long a refund takes.
Charged twice? Tell us and we refund the duplicate to the same card within five working days. Credits appear on your next invoice.
Spotting one
A duplicate is the same amount, on the same date, twice. Two different amounts a few days apart is usually a subscription line and a separate charge, such as a swap or an excess.
What we do
We check the invoice list first and confirm the duplicate is really there. We do not refund on the strength of a bank app screenshot alone, because pending card authorisations often look like duplicates and disappear on their own.
Where it goes
Back to the card it came from. We cannot refund to a different card.
How long
Five working days from us sending it. Your bank may add a day or two.
More in Billing
Still stuck? Talk to us.