Seeing two charges for one booking is alarming, but in most cases only one of them is real.
First, check whether it is an authorisation
Banks often place a temporary authorisation hold when a card is used, then convert it into the actual charge a day or two later. For a short period both can appear on your statement.
A pending authorisation usually shows as pending or processing rather than as a settled transaction, and it typically disappears within 3 to 5 business days without you doing anything.
If you attempted a payment that failed and then succeeded on a second try, the failed attempt can also leave a temporary hold that clears on its own.
If both charges have settled
If two identical transactions have both fully settled and you only have one booking, email [email protected] with:
- Your booking reference
- The date and amount of both transactions
- A screenshot or statement line showing each one
- The last four digits of the card used
We will check it against our payment records with Xendit and refund the duplicate if that is what happened.
How long a refund takes
Eligible refunds are initiated within 14 days, usually much sooner for a clear duplicate. After that, your bank controls the timing: expect 5 to 15 business days for the credit to appear, occasionally up to a full billing cycle.
Please contact us before your bank
If you raise a chargeback with your bank before contacting us, the resolution usually takes considerably longer and the booking may be cancelled automatically while the dispute is open. Coming to us first is almost always faster.
If you have two actual bookings
Occasionally a double charge turns out to be two genuine bookings created by a double submission. Tell us and we will cancel the duplicate booking and refund it.