We understand how frustrating this can be, let us explain what has likely happened and how we'll fix it.

If your monthly Direct Debit doesn’t go through on time, our system will try again after 4 days. If you have made a card payment during this time, this can sometimes lead to two payments being taken.

We’re really sorry for any inconvenience this may cause. While we can’t stop the second attempt, rest assured that any duplicate payments will be refunded promptly within 3-5 working days and we will send you an email to confirm when the refund has been processed. (Please bear in mind this doesn't include weekends)

If you haven't received your refund after this time, please reach out via live chat by clicking the chat icon below and our team can help you with this.

Our team is available from 09:30 to 17:30, Monday to Saturday.