Disputing a payment
How to raise a dispute if you believe you've been incorrectly charged.
If you believe a charge is incorrect, you can raise a dispute through our platform before contacting your bank.
Before disputing
Check your booking details and payment history first. Common reasons for unexpected charges include automatic renewals, prorated adjustments, and add-on services.
- 1
Review the charge
Go to Payment History and click on the charge in question for full details.
- 2
Contact support first
Many issues can be resolved quickly by our team without a formal dispute.
- 3
Open a dispute
If unresolved, use the 'Dispute' button next to the transaction.
- 4
Provide evidence
Upload any supporting documents or screenshots.
- 5
Await resolution
Disputes are typically resolved within 10 working days.
Bank chargebacks
Please try to resolve disputes with us first. Bank chargebacks may result in account suspension while under investigation.
Frequently asked questions
Will I get a refund while the dispute is being reviewed?
If the dispute is found in your favour, refunds are processed immediately.
Can I dispute a charge from months ago?
Disputes should be raised within 60 days of the transaction.