This guide helps with
- Tell a real duplicate from a pending authorisation
- Check your statement carefully
- Gather the evidence we'll need
- Request a refund of any genuine duplicate
4 min read
What's happening
Seeing two amounts isn't always a double charge. When you pay by card, your bank may place a temporary authorisation hold alongside the actual charge. The hold isn't real money leaving your account and usually disappears within a few business days, leaving only the genuine payment.
A true duplicate — two completed payments for the same thing — does happen occasionally, for example if a page was submitted twice. If that's the case, the extra payment is yours and we'll return it.
Check your statement
Look closely at the two entries in your banking app:
- Is one marked pending or authorisation? If so, it will likely drop off on its own.
- Are both fully completed with the same amount and date? That points to a genuine duplicate.
- Are the amounts actually different — for example one includes a surcharge? That may be a single, correct payment.
Give a pending hold a couple of business days to clear before treating it as a duplicate.
Request a refund
If you've confirmed two completed payments, contact us through the contact page with:
- Your reference number.
- The amount and the two dates the payments were taken.
- A screenshot showing both transactions.
We'll verify the duplicate and refund the extra payment to your account.
When the refund will arrive
After we confirm a genuine duplicate, the refund is usually processed within a few business days. It then takes a little longer to show in your bank or on your card, depending on your provider.
If a refund was arranged but hasn't appeared in the expected time, see our guide on a refund that hasn't been received. You're also welcome to contact us through the contact page to check on it.
Good to know
- Two amounts on your statement often means one is a temporary hold, not a real charge.
- Pending or authorisation entries usually drop off within a few business days.
- Two fully completed payments of the same amount point to a genuine duplicate.
- Send a screenshot of both transactions and we'll refund any real duplicate.
FAQ
What's an authorisation hold?
It's a temporary check your bank places to confirm funds are available. It isn't a real charge and normally disappears within a few business days.
How do I know if it's a real double charge?
If both entries are fully completed (not pending) with the same amount and date, it's likely a duplicate. Contact us with a screenshot and we'll check.
How long does a duplicate refund take?
Once we confirm the duplicate, refunds are usually processed within a few business days and then take a little longer to show in your bank.
Still stuck? Our team is happy to help you sort it out.