If you're due a refund, we want to make sure it reaches you as safely and quickly as possible. Once our finance team has approved your refund, we will send you an email to let you know.
This email is your prompt to log into your account to securely request the transfer.
Please note that refunds are not sent out automatically. We do this to ensure your money is returned to the correct account and to give you a chance to verify the details before the transfer begins.
How to collect your refund
Depending on how you access your account, the steps may look a little different. Please follow the guide for your preferred method below:
💻 Collecting on a Desktop Browser
If you are logged into your Sunshine account on a desktop browser:
Step 1: Head to My Bookings.
Step 2: If a refund is ready, a notification will appear at the top of the page. Click Collect refund.
Step 3: You will then be taken to a page showing the amount due and the last four digits of the card we're returning it to. If this is correct, simply click Collect refund again.
Step 4: If you don't see the refund notification, tap View and Manage Booking for the holiday you are getting a refund for.
Step 5: Scroll down to Payments, then hit Refunds.
Step 6: 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.
Using a Mobile Browser 📱
Step 1: Tap the Menu icon (the three lines) at the top right and select My Bookings.
Step 2: If a refund is waiting, it will appear at the top. Tap Collect refund.
Step 3: 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.
Step 4: If you don't see the refund notification, hit the Menu button again and tap the arrow to open out the Manage My Booking section.
Step 5: Tap the Refunds tab.
Step 7: 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.
💡 Quick Note: Once you have requested your refund, the money will be processed by your bank and should arrive in your account within 3–5 working days.
Why hasn't my refund arrived yet? 👀
If it has been more than 5 working days since you clicked collect and the funds haven't appeared, we recommend contacting your bank or card provider first.
Once you click the collection button, the funds are released by our system and 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 cannot see any incoming funds, please contact us on Live Chat via your account. We will be happy to double-check everything on our side to make sure the process has gone through smoothly for you.