Refunds

When Will I Get My Money Back?

You may be eligible for a refund in the following situations:

• The transaction was cancelled — either by you, the seller, or Trustap.
  Check our guide to cancelling transactions for more details.
  
   
• You submitted a complaint and the outcome was decided in your favor.
  Learn more in our complaint process guide.
  
   

Important Things to Know

• You’ll be refunded to the same payment method you used for the transaction.
   
• The full item price will be refunded, but please note that the Trustap fee is generally non-refundable.
  See our Terms of Service for full details.
   
• Refunds typically take 2-3 business days to appear in your bank account. 
   

Refund Timeframes: Card vs. Bank Transfer

• Card Payments: Refunds typically take 2 to 3 business days to reach the buyer's account.
• Bank Transfers: Refunds generally take longer, requiring up to 5 business days to reach the account.

Note on rare delays: In rare cases, refunds may take up to 10 days to process completely.

 

It's been over 3 days since my refund was confirmed—why haven’t I received the money yet?

If you don’t see the refunded amount in your account, don’t worry—here are a couple of things to check:

• Reversal:
  If the refund was processed shortly after the original payment, your bank may have handled it as a reversal. This means the original charge disappears from your bank statement completely, as if the transaction never happened. You won’t see a separate refund line—just an adjusted balance.
• Partial Reversal:
  If only part of the payment was refunded quickly after the charge, your statement may show the original payment with a reduced amount instead of listing the refund separately.

What to do:
Double-check your full bank statement, not just recent transactions. If you’re still unsure, your bank may be able to confirm how the refund was handled.

What If I’ve Already Received the Item?

If you've already received the item but are entitled to a refund (e.g., due to a successful complaint):

• You may be asked to return the item to the seller before a refund is issued.
  For more details about return requirements and timelines, check this article: Supported Dispute reasons per Item Category
   
• In most cases, you’ll need to organise the return and cover the return shipping costs, unless agreed otherwise with the seller or the partner platform you’re using Trustap through.

Remember, Trustap is here to help! If you have any questions or need help with a transaction, feel free to contact us here.