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How the payment verification works

Summary: If your payment is declined, we'll ask you for more info to prove that it’s a secure transaction.

We use a third-party online payment security system to protect our customers from fraud. Payments can be declined for a variety of reasons but can often be subsequently verified and approved.

 Verification process
  • If your payment is declined, you will receive an email notification. 
  • Contact us and we will help you with the verification process.
  • You will have 12 hours to provide us with additional information.
  • Call us on the phone to complete the process as quickly and efficiently as possible.
  • We’ll ask you some standard questions about the cardholder.
Refund process
  • We don't receive payment until the security verification process is complete. During this time, the funds are blocked in your bank account. If the verification fails, the funds will remain in your account.
  • If we don't hear from you within 12 hours, your booking will be declined and you will be refunded.
  • It might take up to 10 working days for the refund to be processed. 
  • Some banks do not make the funds available automatically so you should contact them.

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