How refunds work.

How to ask

In the app, go to Account, Settings, Support, then Payment. Send the payment reference and a clear description within 24 hours of a successful payment. There is no one-tap refund.

A request isn't a guarantee. We may ask you and the merchant for evidence, check payment and delivery records, and decline requests that don't meet this policy.

What qualifies

We refund the whole payment, not selected items or partial amounts. Reasons that can qualify include a duplicate charge, wrong bill, non-delivery, an unauthorised payment, a technical failure, a cancellation the merchant agrees to, a legal right, or an exceptional case we approve after review.

Changes in gold or silver prices, the reward's value, or simply changing your mind don't qualify. If your payment earned a reward, it is taken into account, so the total you get back can be higher or lower than what you paid.

Fraud, duplicate charges, technical failures, chargebacks and your legal rights can be reviewed after the 24-hour window. This policy never limits your statutory rights.

Timing

We aim to review a complete request within two working days. Fraud checks, merchant evidence, provider investigations, KYC or bank checks can take longer. Once approved, refunds to your original payment method usually arrive within 5–7 working days, and any other amount due to you is paid to your verified bank account on its own timeline.

We don't create a wallet or stored balance, and we can't bypass our payment or banking partners' controls.

The merchant's part

The merchant is still responsible for the bill, delivery, cancellation, quality and customer service. Please take those up with them first and tell us the outcome in your request. We handle only the refund of the payment made through Aubstrac.