I was charged twice or saw an unexpected charge

If your bank statement shows two charges or an amount you do not recognise, check these first.

Is it a pending authorisation?

A pending hold can look like a second charge. When a payment fails and you try again, your bank may show the first attempt as pending. These holds drop off on their own, usually within a few days. Check whether one of the amounts is marked as pending.

Is it a change or extension?

Approved extensions and changes are charged separately from the original booking. Check Profile > Wallet and payments > Transactions for any extension or change you approved.

Is it a damage or cleaning charge?

A damage or cleaning amount is charged only if you accepted it or it was decided against you under the Guest Terms. You are told before it is charged. See Paying for damage.

If it still looks wrong

1. Find the booking reference and the date and amount of each charge.
2. Open Profile > Help, choose your trip under YOUR TRIP and tap A charge looks wrong. Or go to Your cases > Start a request.
3. Choose the charge and what is wrong with it: charged twice, the total changed after you booked, or you do not recognise it.

We check every report against the payment provider's records and aim to respond within 3 business days, as set out in Dispute Resolution. If we find you were charged twice for the same thing, we refund the duplicate.

Unauthorised charges

If you do not recognise a charge at all, tell us within 60 days. Secure your account first: log out other devices, and secure the email account linked to Pickup. See Signing in and account security. You can also contact your bank. The rules on payments are in the Payments Terms.