# 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.

Source: https://www.revquix.com/docs/payments/refunds
Last verified: 2026-09-05

---

**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

1. **We issue it.** The moment a refund is approved, it is sent to the payment provider and your [payment history](https://www.revquix.com/dashboard/payments/history) shows it against the original charge.
   This part is immediate.

2. **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.

> **Note** - “Refunded” means issued, not landed
>
> Payment history shows the refund from the moment it leaves us, including while it is still in flight
> with your bank. That is deliberate - hiding it until it lands would leave a week where you have no
> evidence it exists.

## 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](https://www.revquix.com/docs/mentorship/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](https://www.revquix.com/docs/mentorship/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.

> **Warning** - A refund in flight freezes what it paid for
>
> While a refund against a purchase is being retried, whatever it bought stays frozen - package
> credits cannot be redeemed, for instance. That is on purpose: the alternative is spending something
> you are simultaneously being repaid for.

## 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](https://www.revquix.com/legal/refund-policy) is the document that governs them, and where
the two disagree the policy is the one that counts.

## Related

- [Your payment history](https://www.revquix.com/docs/payments/your-payment-history) - Where a refund shows first.

- [When a payment fails](https://www.revquix.com/docs/payments/when-a-payment-fails) - If it was never a charge in the first place.

- [Credits](https://www.revquix.com/docs/payments/credits) - What a refunded credit purchase does to your balance.

- [Joining and cancelling](https://www.revquix.com/docs/mentorship/joining-and-cancelling) - The cancellation ladder.