Refunds - what happens and when
Where a refund appears, why it can be issued and still not be in your account, and what to do if it stalls.
If your refund has not arrived, you are in the right place. Most questions about refunds are really one question: it says refunded, so where is the money? The short answer is that a refund has two halves, and only the first one is ours.
The two halves#
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We issue it. The moment a refund is approved, it is sent to the payment provider and your payment history shows it against the original charge. This part is immediate.
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Your bank posts it. That typically takes 5–7 working days and is entirely between the provider and your bank. Nothing on our side is still pending - there is no further step we can take to speed it up.
How much comes back#
That depends on why:
- Cancelling a session follows a published ladder that depends on how early you cancel and which kind of session it is. See joining and cancelling - the exact figure is shown before you confirm.
- A dispute can end in a full refund, a partial one, or credit instead. See when a session goes wrong.
- A credit purchase refunded takes its credits back with it.
If a refund fails#
Refunds can be refused by the provider - an expired card, a closed account, a temporary fault at the bank. When that happens it is retried automatically; you do not need to ask, and asking again does not add a second refund.
When to contact us#
Worth writing in if:
- It has been more than 7 working days since payment history showed the refund issued
- Payment history shows a refund failed and has not retried
- You see a charge you do not recognise at all
Quote the payment from your history - the reference identifies it exactly, which is the difference between one reply and four.
The binding version#
This page describes how refunds behave. The refund policy is the document that governs them, and where the two disagree the policy is the one that counts.
Related#
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