How do I get a refund for a Trustly payment?

Trustly cannot cancel or reverse a completed payment or issue a refund on your behalf.

If you want a refund for a completed purchase, contact the merchant directly.

How do I request a refund?

Contact the merchant and explain why you want a refund.

Include:

• Your order, booking, or account details
• The payment date
• The payment amount
• The reason for your request
• Proof of payment, if requested

The merchant will review your request and tell you whether the refund has been approved.

I sent money directly to Trustly by mistake

If you sent money directly to a Trustly bank account instead of starting the payment from the merchant’s website or app, the payment cannot be sent to the merchant.

The money will be returned automatically to the same bank account you sent it from.

Allow up to 5 banking days for the money to be returned, starting from the date you sent it. Banking days do not include weekends or public holidays.

Read related article "I sent money directly to Trustly by mistake" for more information.

I paid, but did not receive my order, booking, or ticket

If money was taken from your bank account but you did not receive your order, booking, ticket, deposit, top-up, or confirmation, first check whether the merchant received the payment.

• If you saw an error message after returning to the merchant’s website or app, contact the merchant and ask whether the payment was received.
• If you did not see an error message, allow up to 2 banking days for the payment to reach the merchant. Banking days do not include weekends or public holidays.

If the merchant confirms that the payment was received, the merchant will need to resolve the missing order, booking, ticket, deposit, top-up, or confirmation.

If you want a refund instead, ask the merchant to review your refund request.

If the merchant cannot find the payment after 2 banking days, contact Trustly through the contact page and provide proof of payment.

Read related article "I paid, but did not receive my order, booking, or ticket" for more information.

My payment failed, but money was taken from my bank account

If an error appeared on the Trustly payment page before you returned to the merchant’s website or app, and money was taken from your bank account, the payment was not completed.

The money will be returned automatically to the same bank account you sent it from.

Allow up to 5 banking days for the money to be returned, starting from the date it was taken from your bank account. Banking days do not include weekends or public holidays.

Read related article "My payment failed, but money was taken from my bank account" for more information.