How Refund Requests Work
OVERVIEW
Explains how customers can request a refund, what information support needs, and what happens after review.
HOW TO
1. Open Help & Support and choose Billing, Payment, Refund, or Service Concern as the closest category.
2. Identify the order, booking, session, or service involved and explain what went wrong in specific terms.
3. Attach relevant screenshots or evidence when they help explain the issue, but do not include sensitive payment credentials.
4. Watch your ticket for staff questions or a resolution notice.
5. If a refund is approved, allow the payment processor and your financial institution time to post the credit.
IMPORTANT NOTES
- A refund request does not guarantee approval; staff review the transaction, service record, prior adjustments, and applicable policy.
- Refunds and rewards credits are different remedies and may be used in different circumstances.
IF SOMETHING IS WRONG
Open Help & Support and include the affected screen, the action you attempted, any order/session/ticket/reference number shown, and a screenshot when useful. Never send passwords, full card numbers, PayPal secrets, or authentication tokens.