Policy
Refund policy
Booking credit is your money until it is applied to a purchase or refunded. It is not earned revenue while it is still owed to you.
When you are refunded
- The supplier cannot provide the product, or cannot provide your option, and we will not substitute a different product quietly.
- You are past the confirmed stock and no further allocation is coming for that campaign.
- Finance agrees a refund for another stated reason and records it.
The refund is the unused credit. Credit already applied to a paid order is part of that purchase. Paynow is the route the money returns by. Staff record the payout after the Paynow dashboard shows it. We do not delete the booking.
Payment windows
When units are allocated you have a deadline, 48 hours unless the operations settings say otherwise. If you do not pay the balance, the units are released to the next priority numbers. Your priority number and your remaining credit stay. You are not refunded merely because a window expired. You are waiting for the next allocation.
Completed purchases
A completed purchase is not reversed from the booking screen. Write to support. Faulty goods follow the warranty the supplier quote actually included.