Short version: if you ask us to refund a bill payment after it's been sent, the transaction fee you paid doesn't come back - we've already paid that to our payment processor and can't recover it. If the refund is our fault, you get everything back.
When you get a full refund (fee included)
We refund 100% of what you paid - the payment amount and the transaction fee - if the refund is because:
We made a mistake (wrong amount, wrong payee, duplicate charge on our end)
We caused a delay that meant the payment didn't reach your payee on time
Our payment processor or another provider we rely on had an outage or error
The transaction was unauthorised or incorrectly executed (your rights under the Payment Services Regulations 2017)
When you get a partial refund (fee kept)
We refund the payment amount only - the transaction fee stays with us - if:
You changed your mind after the payment was sent
You paid the wrong payee or wrong amount by mistake on your end
Your payee agreed to refund you and we're passing it back
Any other reason outside of the list above (This doesn't override any rights you have by law, including under the Payment Services Regulations 2017).
The fee is shown before you confirm any payment and is non-refundable if the payment is sent successfully. You'll always know what you're paying and what happens to the fee if you later request a refund
How the refund reaches you
Refunds go back to the original payment method
Allow up to 10 business days depending on your card issuer
If the fee is being kept, you'll see the amount refunded net of the fee on your statement - we'll also email a breakdown
Chargebacks and section 75
This article doesn't affect your right to raise a chargeback with your card provider, or your section 75 Consumer Credit Act rights where those apply.
Still stuck?
If you think a refund was handled wrong, reply to the refund confirmation email or message us in-app. we'll look at it.