Refunds involve two separate clocks: how long Koobo takes to send the money, and how long your bank takes to show it. The second is usually the longer one.
The timeline
- Koobo initiates the refund within 14 days of it being approved. For straightforward cases such as a host cancellation or a clear duplicate charge, this is usually much faster.
- Your bank posts the credit, typically 5 to 15 business days later. Some card issuers take up to a full billing cycle.
Refunds always go back to the original payment method. If you paid by card, it returns to that card; if you paid by e-wallet, back to that wallet. We cannot redirect a refund to a different account.
Why the amount may differ slightly
If you paid in a currency other than pesos, the exchange rate on the day of the refund may differ from the rate on the day you booked. On a large booking that can amount to a few percent either way.
Some payment methods also do not return processing fees. Koobo does not profit from either of these differences; they sit with the payment networks and your bank.
If the refund has not appeared
Check in this order:
- Has it been more than 15 business days since you were told it was initiated?
- Have you checked the statement for the card or wallet you originally paid with, rather than a different one?
- Is there a pending credit that has not yet settled?
If the answer is yes, no and no, email [email protected] with your booking reference and the date you were notified, and we will trace it with the payment provider.
Please avoid raising a chargeback first
Going to your bank before contacting us usually makes the resolution slower, not faster, and can cause the booking to be cancelled automatically while the dispute is open. Chargebacks raised without valid cause may also be treated as a breach of our terms.
Keep your confirmation
Your booking reference is the fastest way for us to find any transaction.