> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.onboard.xyz/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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.