My booking didn't go through but I've been charged, help!

Sometimes, you might experience a payment issue or technical problem which means the booking isn’t made successfully.

This is usually because of an issue with your payment method, or if you navigate away from the checkout page. 

In these cases, you might see a ‘pending’ payment on your bank statement. This just means that the bank has reserved these funds. 

Don’t worry, if you haven’t received a confirmation email and the appointment doesn’t appear in the app, you haven’t actually been charged. Once your bank realises that the payment wasn’t collected successfully by Treatwell, they’ll release that money back to you, usually within 24 hours. 

The same thing happens with gift cards and promo codes, which will usually reactivate within an hour.