My refund does not go through on its own
Within the guarantee, a refund goes through on its own. If you ask for yours and the page says the creator will review it or sends you to another page, it is for one of these causes. Each one says how to recognise it, where it shows and what to do.
The guarantee has ended
- How to recognise it
The page says the date on which the guarantee ended and warns that the creator will review your request. The guarantee lasts the days each product sets from the purchase.
- Where to check it
You see it on the request a refund page, below the amount we would refund.
- What to do
You can send the request anyway with Confirm the request and a reason. The creator decides and we email you their answer. Request a refund explains it.
The product has no guarantee
- How to recognise it
The page says The creator will review your request and answer you by email. without any guarantee date. Some products, like custom services, have no refund guarantee.
- Where to check it
You see it on the same request a refund page, next to the order.
- What to do
Tell the creator in the reason what happened and send the request. If you would rather talk about it first, write to them as write to the creator explains.
It is a booked session
- How to recognise it
The page shows Manage the booking in place of the request. A session is refunded by cancelling the booking, within the deadline of the store.
- Where to check it
You see it on the request a refund page of a session or a place at an event.
- What to do
Click Manage the booking and cancel it within the deadline, as change or cancel a booking explains. When you cancel a paid session, what you paid comes back to you.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support