When Should You Report a Payment Issue?
You should contact us if you experience any of the following situations:
- Payment was completed but no booking confirmation was received
- Amount charged is incorrect or duplicated
- Transaction failed but funds were deducted
- Payment status shows “pending” for an extended period
- Errors occurred during online payment
- Unauthorized or unfamiliar charges related to your booking
Reporting early helps us resolve the issue faster and more effectively.
Information to Prepare
To help our support team investigate efficiently, please prepare the following details when reporting a payment issue:
- Full name used for the booking
- Booking reference number (if available)
- Date and time of payment
- Payment method used
- Amount charged
- Screenshots or transaction records (if applicable)
Providing accurate information will speed up the resolution process.
How We Handle Payment Issues
Once your report is received:
- Our team will review the payment details carefully
- We will coordinate with the payment provider or bank if needed
- You will receive updates on the investigation status
- Any necessary correction, confirmation, or refund will be processed according to our policies
We aim to resolve most payment-related issues as quickly as possible.
Important Notes
- Refund processing times may vary depending on banks or payment gateways
- Payment disputes should be reported within a reasonable timeframe
