Help & Support > Deposits > What happens if you can't collect the balance from my card automatically?

What happens if you can't collect the balance from my card automatically?

At 4pm on the date which is 14 days before the start of your booking, we will attempt to charge the card you have on file with us.

If this charge goes through with the bank without any problems, then the balance of the account will be paid and you will be ready to go with your booking.

If for some reason we aren't able to collect the payment, we will send you an email and you will have an opportunity to update your credit card details online if you need to change the card we will use to make the payment. We will then try again in 24 hours time (ie 4pm on the 13th day before your booking.) If this doesn't go through, we will let you know by email again.

We will try again one last time at 4pm on the 12th day before your booking. If the payment is not successfully made at this point, we will unfortunately need to cancel your booking. At this point, you will forfeit the deposit.

If you need to change which card we have on file that will be charged, please see these instructions.

Some reasons why we may not be able to charge your card successfully are:

  • Your card has expired, has been cancelled or put on hold

  • Your card has been blocked at the bank for some other reason

  • There is insufficient funds on the card to make the payment


Published on 05 Aug 2019 by Jordan Smith