When does my refund arrive?

When the money comes back

The refund arrives 5 to 10 working days after you cancel, by the same method you paid with. If you paid by card it goes back to that card, and if you used Apple Pay or Google Pay it goes to the card linked to your mobile. You do not have to do anything to receive it, and you do not need to give us a bank account number. The clock starts on the day you cancel, and on your statement it normally shows as a refund of the same amount. If the days pass and nothing has appeared, do not wait longer than you need to. Write to us.

How much comes back

If you cancel up to 24 hours before pickup, you get 100% of what you paid. With less than 24 hours' notice, or if you do not show up, there is no refund. Before you confirm the cancellation, “My booking” shows how much will be returned, so you see it before you decide. There are no part refunds and no handling fees. Once the booking is cancelled, the screen confirms the refund amount, and it is worth noting it down with the date. That way you can match it with your bank’s entry when it lands. The amount is the one you paid, VAT included.

If it does not arrive

Working days do not include Saturdays, Sundays or public holidays, and your bank may take a little while to show the entry. Say you cancel on a Monday. The money can show up anywhere between the following Monday and the Monday after that, and a bank holiday in between adds a day. If you do not see the amount after that time, write to us with your reference on WhatsApp or by email and we will check what has happened to your refund. If you have changed card in the meantime, ask your bank too, as it will know where the credit went. When it comes, it appears in the same place where you saw the charge.

Already know where you’re heading? See routes and prices