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.
Maximum Wait Time: Depending on your specific payment provider, it can take up to 30 working days.- Wallet Withdrawals: Refunds for wallet withdrawals are credited back to the original payment method used for the purchase.
💳 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. If the rental didn't happen, 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.- 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, though 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:
Contact us at [email protected].
Required: You must email us from the registered email address associated with your account so we can verify your identity.