Ready to get your money back in your pocket? If you are due a refund, once it's been given the go ahead by our finance team, you'll get an email from us. This email is your cue to head to your On the Beach Account to grab your cash — refunds are not sent out automatically.
🤔 Why the extra step? We do this to make sure your money goes to the correct account every time. It also gives you a chance to double check the details before the transfer starts.
🤑 How to collect your refund? Depending on how you choose to log in, the steps can look a little different. We've broken down the process for each method below so you can get your refund moving right away!
💻 Collecting on a Desktop Browser
If you are logged into your OTB Account on a desktop browser:
Head to My Bookings.
If a refund is ready to collect, it should show right at the top of the page with an option to Collect refund.
Hit Collect refund and you'll be taken to a page which shows the amount due and the last 4 digits of the card it will go back to. If everything looks correct, tap the Collect refund button.
If you don't see the refund notification, tap View and Manage Booking for the holiday you are getting a refund for.
Scroll down to Payments, then hit Refunds.
If a refund is ready to collect, you'll then see the page with the amount due and the last 4 digits of the card it will go back to. Hit Collect refund if everything looks correct.
🌐 Collecting on a Mobile Browser
If you are logged into your OTB Account on a mobile browser:
Hit the Menu button (sometimes three lines) on the top right of the page.
Tap My Account.
If a refund is ready to collect, it will show at the top of the page with an option to Collect refund.
Hit Collect refund and you'll be taken to a page which shows the amount due and the last 4 digits of the card it will go back to. If everything looks correct, tap the Collect refund button.
If you don't see the refund notification, hit the Menu button again and tap the arrow to open out the Manage Booking section.
Under the Payments section, tap the Refunds tab.
If a refund is ready to collect, you'll then see the page with the amount due and the last 4 digits of the card it will go back to. Hit Collect refund if everything looks correct.
📱Collecting on the App
If you are logged into your OTB Account on the app:
Head to the Bookings tab at the bottom.
Tap the Booking you are due a refund on and scroll down until you see the Payments section, tap to open.
Scroll down again until you see Refunds and tap this.
If a refund is ready to collect, you'll be taken to a page which shows the amount due and the last 4 digits of the card it will go back to. If everything looks correct, tap the Collect refund button.
💡 Quick Note: Once you've hit the button to collect, the money will be on its way to your bank account and should arrive within 3–5 working days.
Why haven't I received my refund? 👀
If it has been more than 5 working days since you hit collect and the money hasn't arrived, 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.