How do card refunds work?

If you paid for something with your Onboard card and didn't receive what you expected — for example, a cancelled order, failed delivery, or duplicate charge — the platform can process a refund back to your card.

What to know:

• Refunds are sent back to the card you used for the original purchase
• You can only receive refunds from platforms you've actually paid with that card — your card can't receive incoming payments from other platforms
• Refunds can take up to 30 days to process after the merchant initiates it

**If you've terminated your card, **don't worry. If a refund comes through after you've terminated the card, it's automatically sent to your Cash Balance.

If it's been more than 30 days

Contact support with:

• The original transaction ID
• The merchant or platform name
• Evidence of payment (screenshot, receipt, or confirmation email)

We'll investigate and follow up on your behalf.

Updated on: 24/02/2026