My refund is approved. When will the money arrive?
Once we issue the refund the money returns to the method you paid with, on your bank's or payment provider's schedule — usually 5–10 working days. We always tell you the date we issued it.
If it takes longer than 10 working days, or longer than your bank states, tell us with the order number and we will send the refund evidence for you to take to them.
What "your refund is approved" actually means
When we tell you a refund is approved, it means our side has finished reviewing your request and has sent the refund instruction on to the payment provider or bank you used at checkout. Our part of the process ends there. Everything that happens after that point sits with your bank or payment provider, not with us anymore.
Many people assume "approved" means the money should land almost instantly, since they are used to the speed of person-to-person transfers in a banking app. A refund through a payment system does not work the same way as an ordinary transfer — it passes through several internal steps at the financial institution before it becomes usable balance in your account.
Why we say 5 to 10 working days
Five to ten working days is the range that covers most cases, and every page of ours quotes that same range. It is a guide, not a guarantee: the real timing depends on things outside our control — the type of card or wallet you used, each bank's own internal policy, bank holidays falling in that window, and which settlement cycle your request lands in. Treat 5 to 10 working days as the expected span, and only treat it as abnormal, and come back to us, once it has passed.
Who controls the timing once we have issued the refund
Once the refund instruction leaves our system, your card issuer or digital wallet provider takes over entirely. They have to validate the instruction, match it against the original purchase, and then move the money into your usable account balance. Each institution runs its own internal processing cycle, which is not published publicly and is not something either of us has a contract over.
Does it differ between a refund to a card and one to a digital wallet?
Broadly speaking the mechanics differ, since a credit or debit card refund travels through the card network and the issuing bank, while a digital wallet often updates its balance directly within the provider's own system. We cannot say one is reliably faster than the other, because it genuinely comes down to each specific provider — some cards update faster than some wallets, and the reverse happens just as often.
How to check status on your side while you wait
- Open your banking or wallet app and look at recent activity, not just the total balance figure
- Watch for the refund appearing as pending or a provisional credit before it becomes usable balance
- Keep the date we told you the refund was issued as your starting point
- If your bank sends any confirmation email about the credit, keep it as a record
- Contact your bank directly if you want to know their internal processing cycle
What to do if it feels slower than expected
Before concluding it is delayed, count from the date we told you the refund was issued: inside 10 working days it is still within the normal span. Past that, ask your bank what their typical processing window is for this type of entry. Each bank knows its own internal cycle far better than we could ever guess on their behalf. If your bank confirms that its normal window has genuinely passed and still no credit has appeared, that is the point to come back to us with what the bank told you.
Information worth having ready if you need to contact us
If your bank cannot give a clear answer, or confirms its own window has passed, gather information before contacting us so we can check the refund instruction on our side against whatever your bank told you, faster.
| Information | Why it helps |
|---|---|
| The original order number the refund was requested against | Lets us locate the exact refund instruction tied to your request right away |
| The date we told you it was approved and issued | Gives both sides a matching timestamp to reason from |
| What your bank told you about its processing window | Tells us whether we need to check further with the payment processor |
| The card or wallet used for the original purchase | Confirms the refund was sent to the right destination |
What to prepare before contacting us about a refund
The recommended sequence while waiting for a refund
- 1Note the date we confirmed the refund was approved and issuedUse this as your starting point instead of guessing when the money should land.
- 2Check your banking or wallet app periodicallyLook at pending entries as well as the balance, not just the home screen.
- 3Ask your own bank about its normal processing windowYour bank knows its own internal cycle far better than we can estimate on its behalf.
- 4Wait until the window your bank quoted has genuinely passedDo not conclude it is delayed before the window the bank itself confirmed has actually elapsed.
- 5Contact us with everything you gathered if there is still no progressSend the order number, the approval date, and what your bank told you via LINE or email.
The difference between a refund and an order cancellation
Cancellation is the step that happens first — it is us agreeing not to proceed with, or to stop, the service tied to that order. A refund is the step that follows once cancellation has been agreed, sending the money back to your original payment method. The two are not the same thing, and receiving an email confirming the cancellation does not automatically mean the money lands in your account on the same day.
Why there is no partial refund
An order is refunded in full or not at all; there is no middle. Plans are sold as one bundle, not priced per day or per gigabyte, so there is no per-unit price to calculate a partial return from, and once the profile is installed the supplier will not take it back anyway. The case that does qualify is the one where nothing has been used at all.
Why the approved amount and the arriving amount can look slightly different
If the amount stated in the approval message differs slightly from what actually lands, the most common cause is a currency conversion fee or another charge your bank deducted along the way, which is set by the card-issuing bank rather than by us. If the gap looks larger than a normal fee would explain, keep both figures and contact us so we can look into it together.
Keeping a proper record of your refund
It is worth keeping the email or notice confirming the refund's approval from us, alongside a screenshot of the entry as it appears in your banking app once the money actually lands. Together those two records confirm both the date we issued it and the date it landed on the bank's side, which is useful if you ever need to reference it later — for tax filing or reconciling personal expenses, for example. Keeping these files together in one folder from the start also saves time if you ever need to send them back to us for a further check.
What we control, and what sits with your bank
| Step | Who owns it | What we can tell you |
|---|---|---|
| Reviewing and approving the refund request | Our side | The approval date and a summary of the reason |
| Sending the refund instruction to the payment provider | Our side | The date the instruction left our system |
| Validating and matching the instruction against the original charge | Your bank or payment provider | No internal detail we can access |
| Crediting the money into usable balance | Your bank or payment provider | Cannot state an exact date |
Splitting responsibility between us and your bank
Common misunderstandings about refund timing
The most common misunderstanding is assuming weekends and bank holidays count as ordinary processing days, when most financial institutions actually pause processing on those days, which makes the timeline look longer than a plain calendar would suggest. Another one is assuming a refund can only show up on the next card statement cycle — some banks update usable balance well before the new statement is even issued.
Another one is assuming that once the original purchase disappears from transaction history, the refund has automatically arrived. In reality the original charge and the refund are two separate entries — some banks display both side by side in history, while others net them off so the original charge appears to simply vanish. How it displays varies by bank, and there is no single shared standard across all of them.
Can you check from a different device while you wait?
Yes, as long as it is the same banking app or wallet tied to the same account. Checking from a different phone or through the bank's website on a computer shows the same underlying data. What is worth watching for is that if you hold several accounts at the same bank, or several cards linked to the same wallet, make sure you are looking at the specific account or card actually used at checkout, not a different one you also happen to hold.
Why a partly used package differs from one never used at all
The amount approved depends on the conditions considered at the time the request was reviewed, which can vary depending on how much of the package had already been used. We do not set one fixed figure in advance for every case, since each request is weighed against the actual usage details tied to it. What is certain is the figure stated in the approval message we send you, which is the amount that actually goes into the refund process.
If you changed cards or closed the account after buying
If the card or account used at checkout was cancelled or closed before we issued the refund, the money generally cannot land in that original destination. Cases like this usually rely on your bank to route it to a new account or another channel on their own, which is an internal bank process we have no control over. If this applies to you, let us know as soon as you realise the original card or account has been closed.
Why we cannot expedite your bank's own timeline for you
Some people expect us to be able to call or message a bank to speed things along, but in reality we have no access to any bank's internal processing system. Our relationship with the payment provider is limited to sending the refund instruction out; everything after that is a direct, internal matter between the payment provider and your card-issuing bank, and we have no standing to expedite or intervene in it.
The one extra thing we can do is re-confirm with the payment provider that your refund instruction genuinely went out and reached the correct destination. If you contact us with what your bank told you, we will take that back to the payment provider for another check — but the final outcome of exactly which day it lands always remains in your bank's hands.
If the money never arrives even well past the normal window
This is rare, but if your bank confirms in writing that its normal processing window has long passed with no refund entry appearing at all, send that confirmation to us directly. We will take our own refund reference number back to the payment provider to check whether the instruction was lost somewhere along the way. This kind of re-check takes longer than the normal waiting window, since it depends on the other party confirming information back to us.
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You already told us the date the refund was issued, so why do I still need to ask my bank?+
Because the date we give you is when the instruction left our system, not when the money lands in your account. Your bank is the one that knows how long its own internal cycle takes once it receives that instruction, and it can differ from case to case.
What should I do if my bank says it has no record of the refund at all?+
Let us know what your bank said and when. We will check on our side whether the refund instruction went out through the right channel to the right destination, and follow up with the payment provider if anything looks off.
Will submitting another refund request while waiting speed things up?+
No. We have already issued it once, and asking again does not make your bank process it faster — it can also confuse our own records over whether it is a new request or the original one.
What if the amount that arrives is less than expected?+
Check first whether your bank applied a currency conversion fee or another charge along the way. If it still does not match the amount we told you was approved, contact us with the amount you actually received, plus the date it landed and the method it was paid to.
Is a refund to a card or to a digital wallet easier to track?+
It depends on the specific provider. Some digital wallets show status in real time in a way a monthly card statement does not, but some banks send instant notifications too. Check directly in the app of whichever provider you used, rather than assuming one is generally faster than the other, since each provider's notification style is different.
If the card used at checkout has since been cancelled, is the money simply lost?+
It is not simply lost, but it generally relies on your bank to route it into a new account or channel. Let us know as soon as you realise the original card has been cancelled, so we can log it for our own records too and re-confirm the destination with the payment provider.
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