Sometimes we change our mind about what we want. Some other times, external agents make the decisions for us and what we wanted is no longer possible. The same happens with our requests. You may realize that a resource you requested is no longer of any interest to you. Or, on the other hand, that a course or event that you did want got cancelled and the organizer is offering a refund. Whatever the case may be, in our mission to make things easier for you, we want to make sure we have a solution for it.
If you'd like to cancel your request before it's completed...
If you’ve come to the conclusion that you no longer want to complete your request, you do not need to worry because there will not be any charges until your card is used and your request is completed. Therefore, if you change your mind and decide to cancel your request, the funds that were available on your card will return automatically to your wallet.
If you'd like to cancel your request after it's been completed...
The plot thickens slightly when this happens after the request has been completed and the card has been charged. Why is that? Because by then, third parties are involved and we’re tied to the providers' refund policies.
If this is the case, we’ll do everything in our power to help you get a refund. You’ll probably need to contact the provider where you purchased the resource and ask for a refund; but please keep in mind that if the provider has a no-cancellation policy, unfortunately we’ll not be able to give you a refund for that resource. However, if the provider's policies allow it, as soon as the refund becomes effective, we’ll also issue one to you for the full amount, without charging you any fees at all.
In this case, please contact our Support team via our live chat or through our email firstname.lastname@example.org so that they can take a look at your card’s transactions and let you know once the funds are available again on your card. To learn more about refunds, please visit our article “How refunds work."
What if the provider is the one to cancel?
Furthermore, it could also be the case that a course or event you booked has been cancelled. This can happen due to many reasons: the professor is no longer available, there's not enough quorum, etc. If this is the case, providers usually come up with different solutions which they offer you in their apology/cancellation email, and we’re always happy to help you take full advantage of this solution, whatever it may be. Therefore, we’ll be sure to either issue a full refund or liaise with the provider to help find the best options for you.