There is an authorisation on my card but I cancelled

If you placed an order online with us using credit card or paypal then when you do you send us an AUTHORISATION for the amount of the order - this is NOT a charge but it is your bank or paypal guaranteeing to us that the funds will be there should we confirm. If / when we confirm you order we then CAPTURE the amount you have authorised to pay us - we only do this if we are confirming an order. 

Different banks and cards show things differently on statements so we cannot know how they display this process to you. Should we not confirm a booking and cancel your order the authorisation will drop off from your bank account or paypal automatically. The speed this happens depends on your card/issuer / bank (paypal is instant) and is usually from 1 to 5 days but can take longer.

To clarify , if an order is CANCELLED and never confirmed , then there is no "refund" to give because we never had the money in the first place - it is a process of your card issuer / bank that you are waiting for in order to release the authorisation hold and any problems or issues can only be dealt with by them. Of course upon request we will check if the cancelation was processed correctly but if the cancelation was done the process is outside of our control.

THE PROCESS

1. You place an order with us online - that places an AUTHORISATION on your card or paypal account (that holds the money in you account so it is guaranteed by your bank in case we request the money amount you authorise)

2. If we confirm the order we then CAPTURE the money - this sends a signal to your card issuer / bank / paypal to pay us and they then send us the money. If we do not confirm and we cancel the order then a CANCEL signal is sent to your card issuer / bank / paypal and the authorisation to us is cancelled in that moment and they then begin their process to unfreeze the money (this process can  differ per card issuer or bank)

3. We have no further control or possible actions we can take

N.B - We do not have the ability to CHARGE your card - we can only CAPTURE an AUTHORISED amount that you send us or cancel an AUTHORISATION  - these are the only two things we are able to do.