If you believe you’ve been charged twice for a single booking, we’re here to help resolve the issue promptly. Please follow the steps below to begin the refund process for any duplicate payment.
1. Check your payment records and confirm with your bank
Review your bank statement or online payment history to confirm that two identical charges were made for the same booking. Since most duplicate charges result from your bank’s processing, please confirm with them first.
2. Gather the necessary information
Before contacting support, please prepare the following:
Your booking reference number
Transaction details for both charges, including:
Transaction date
Amount
Last four digits of the card used or other payment method
A copy or screenshot of your bank statement that shows:
Cardholder’s name
Bank’s logo
Last 4 digits of the card
Merchant name (ExploreSiargao or the listing name)
Transaction date, amount, and currency
Please make sure any documents you share with us are redacted to remove your full card number or any sensitive information.
3. Contact ExploreSiargao support
Once you’ve gathered the required information, reach out to our customer support team. You can contact us via:
The ExploreSiargao Help Center
Our customer support email
4. Investigation process
After receiving your request, we will:
Verify whether a duplicate charge has occurred
If ExploreSiargao processed both charges, we’ll initiate a refund to your original payment method
5. Refund processing time
Refunds issued by ExploreSiargao typically take 7 to 14 business days to appear in your account, depending on your bank or card provider.
6. Confirmation and follow-up
You will receive an email confirmation once the refund is processed on our side. Please continue to monitor your account and contact us again if you do not see the refund after the expected time frame.