In almost all cases, this is confusion caused by looking at the wrong bank statement. Please first check that you are looking at the same bank statement associated with the card originally used to make your booking. The last 4 card digits can be found on your refund confirmation email. 

In most cases, refunds take 5-10 working days once the refund has been initiated. This does not include weekends. 

For Payment Plan orders, we will refund each installment of your payment plan separately, so you may see multiple transactions on your account statement. If you changed your card details during the payment plan, separate refunds will be made to each card.

For expired and replaced cards, the refund will still process to your associated bank account as normal. You do not need to provide new card details. 

For some bank accounts, particularly credit cards, the refund will appear as a credit alongside the original transaction, rather than as a new credit on your most recent transaction statement. We would advise checking your historic bank statements for the original payment. 

Refunds issued shortly after the original charge appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off your statement, and a separate credit is not issued.