How long does a refund take?
Most refunds are processed automatically, but the time it takes for funds to appear in your account depends on your bank and payment method.
⏳ Standard Timelines
Credit/Debit Cards & Digital Wallets: Usually 5–15 working days.
Wallet Withdrawals: Withdrawing funds from your app wallet typically takes 5–15 business days.
PayPal Refunds: Refunds processed through PayPal are usually instantaneous.
Maximum Wait Time: Depending on your specific payment provider, it can take up to 30 working days.
💳 Holds vs. Refunds (Important)
If you see a "Pending" charge that hasn't disappeared or notice a charge after a canceled ride:
Authorization Holds: Sometimes we only reserve the money to verify your card or for security reasons. We don't "charge" you; instead, the bank must "release" the hold.
Example Amounts: You might see small amounts like €5 or €10 reserved on your account as part of this process.
Purpose of Holds: Authorization holds are used to verify your payment method and ensure service quality, helping to maintain community safety.
Timeline: This can take up to 30 working days depending entirely on your bank’s internal policy. PayPal holds may also take up to 30 days to be fully released.
Not Visible in App Wallet: Authorization holds are managed by your payment provider and are not reflected in your Donkey Republic in-app wallet.
Automatic Release: Holds are released automatically once the rental is completed or canceled. Donkey Republic initiates the release immediately, but the timing depends on your bank or payment provider.
📧 What if I haven't received it?
If it has been more than 30 working days and the funds are still missing:
Ensure that at least 30 business days have passed since the refund or hold release was initiated before escalating further.
Contact us at directly through the app.
Check Your Statement: Some banks adjust the original transaction instead of listing a separate refund line. Review the original charge for changes.
Contact Your Bank or Payment Provider: Use the refund transaction or reference number to inquire about the status.