Waiting for a refund can naturally bring up a few questions. We have rounded up the most common queries below to help you understand the process and receive your money as smoothly as possible.
📍 Where do I find my refund?
You can find all the details regarding your refund in the Refunds section of your account. This is usually located under the Payments section of your My Sunshine account.
⚙️ Are refunds processed automatically?
No, you will need to log into your account to securely collect the refund yourself. We do this as a security measure to ensure the money is heading back to the correct account. For a step-by-step guide on how to do this, please see: I'm due a refund - how do I collect it?
💳 How do I know which card my refund is going back to?
When you go to collect your refund, you'll see the total amount along with the last 4 digits of the card (or cards) it is going back to. Please check this carefully, as once a refund is collected, the destination card cannot be changed.
🔄 Can I change the card the refund is going back to?
Our system will always set up your refund to go back to the last card used on the booking. Due to banking regulations, we can only send a refund to a card that's already been used to make a payment for your holiday. Because of this, we cannot send a refund to a completely new card that has not been used on the booking before.
However, if you want to switch the refund to a different card that was already used to make a payment for your booking, we can usually help. As long as the refund amount is not higher than what you originally paid on that specific card, we should be able to make the change. Just reach out to us on Live Chat and we'll check if we can do this for you!
🚪 The account my refund is going back to is closed — what do I do?
Don't worry, this happens! Please see our specific guide for closed accounts for what to do next: I'm due a refund, but my account is closed — what should I do?
🔀 My refund is going back to different cards — why?
If you used multiple cards to pay for your holiday, our system will split the refund across those cards based on how much was paid on each one.
🧐 My refund amount ready for collection does't look correct — what do I do?
If the amount waiting in your account looks lower than you expected, there's usually a simple reason for it. Refunds can be authorised in separate chunks rather than all at once. For example:
Split across cards: If you used more than one card to pay, the refund will be split back to those cards.
Different sources: A refund from a supplier (like an airline) might be authorised at a different time than a refund or gesture of goodwill coming directly from us at On the Beach.
If you are expecting a split refund, please bear with us while our finance team authorises each part. However, if you're only expecting one single refund amount to one card and it looks wrong, or if the rest of your refund has not appeared after 5 working days, please jump on Live Chat so we can check it for you.
👀 I have collected my refund but the amount is not correct — what do I do?
If the money has reached your bank but the total isn't right, remember that separate chunks often land at different times. As these are separate transactions, your bank might process these at different speeds.
If you were expecting your refund to be split across multiple cards or amounts, please wait 5 working days for all the parts to land.
If you are only expecting one single refund to one payment method and the amount is definitely wrong, or if the 5 days have passed and you're still missing money, please contact your bank first. If they can't see any more incoming funds, reach out to us and we will dive in to help.
🕵️ I can't see my refund in my account yet?
Remember, refunds need to be authorised by our finance team before they show up for you to collect. This can take a little bit of time, especially if there are multiple refunds, so please bear with us. If it's been more than 5 working days since your refund was confirmed and it's still not showing, let us know on Live Chat.
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