Waiting for a refund to land back in your account can be a bit frustrating, but there is usually a simple reason why the money hasn’t arrived just yet.
✅ Have you collected it?
Because we want to make sure your cash is heading to the right account, we don't process refunds automatically. You just need to log in to your account and give us the green light to send the money over.
👀 Not sure where to look? Follow the simple steps in our guide on how to collect refunds here:
👉 I'm due a refund - how do I collect it?
💡 Note: If you paid via PayPal, you do not need to do this as we send those back to you automatically!
🔀 Is it a separate or split refund?
It is very common for your refund to arrive in separate chunks rather than one big amount. This might be why you have only received part of your money so far. This happens if:
You used multiple cards: The money must go back to the specific cards used to pay for the holiday.
There are different sources: A refund from a supplier (like an airline) might be authorised at a different time than a gesture of goodwill from us at On the Beach.
As these are separate transactions, they can be authorised at different times and may not land in your bank on the same day.
⏰ Is it still on its way?
Once you have hit the collect button, your payment provider takes over. It usually takes 3–5 working days for the money to show up on your statement. As banks process things at different speeds, even if we send the money at the same time, it might not all appear at once.
🔎 Still no sign of your cash?
If you've already followed the steps in our guide and it's been more than 5 working days since you collected your refund, the best thing to do is contact your bank or card provider.
Once you hit that button, the money leaves us and is handled by your bank. They will be able to see if there is a pending transaction or a delay on their end.
If your bank confirms they can't see any incoming funds, please jump on Live Chat and we will double check everything on our side to make sure it's all gone through smoothly.
🔗 Quick Links