I See a Duplicate or Unexpected Charge
We apologise for any billing confusion. Below are the most common reasons this may happen and what you can do.
Common causes
Authorisation hold
Your bank may show a temporary hold and the actual charge;
The authorisation hold usually disappears within 3 to 5 days.
Failed payment retry
If an initial payment failed, the system may have retried the charge;
In rare cases, both transactions may appear temporarily.
Subscription and one-time order
Separate charges may appear if you purchased both a subscription and an add-on or one-time service.
What to do
Check your bank statement carefully:
Note the exact charge amounts;
Note the charge dates;
Check whether one charge is marked as a pending authorisation.
Write to [email protected] immediately, explaining what happened:
Email subject: “Duplicate Charge – [Your Name]”;
Include a screenshot of the charges.
We will investigate within 24 hours.
Our commitment
If a true duplicate charge is confirmed, we will issue an immediate refund;
No questions asked;
The refund will be made to the original payment method;
We apologise for the inconvenience caused.