I forgot my password, how do I retrieve it?
No worries! To retrieve your password, please go to the homepage, click on the "Login" button, click on the "Forgot your password?" text, type in your email address then click on the "SUBMIT" button and your password should arrive instantly to your inbox.
Does it seem like it has been taking too long and you still have not received your password? Please check your SPAM/JUNK folder or try again.
IMPORTANT: In order to protect our members' accounts, our system places a temporary ban on your IP address after 5 unsuccessful attempts.
How do I change my email address?
To change your email address, you first need to login to your account. Once you are logged in, go to "My Account" then click on the "Change Email Address" tab. Once you submit changes, you will receive a notification email to your old email address and an activation link to the new email address. Your new email address will only become active once you confirm it by clicking on the link in the email.
How do I change my name in my account?
In order to process a name change for any individual users, you must log in and then click on Contact Us. Please provide us a written request and then our representative will tell you what kind of documentation you will need to provide in order to process a name change.
What payment options are available if I make a booking?
We currently accept VISA, MasterCard, Discover, American Express, BitCoinTM (coming soon) and use a mix of payment processors.
When will I be charged for the reservation I make?
Your charge will commence instantly once you submit your payment. In rare occasions, your payment is put on hold until the hotel confirms your reservation request and these are labeled "ON REQUEST". When you make a payment with our credit card processor, your charge will appear as "WholsaleHtLs8772002421".
How does the reservation confirmation work?
Once you pay for your reservation, your reservation is immediately confirmed.
Please note that once you paid for your reservation, it is immediately confirmed and your room is guaranteed. However, every hotel processes and inputs incoming reservations differently, therefore it may happen that you contact the hotel and they may not see your booking until closer to your arrival. Rest assured that your room is secured the moment your reservation processes and a WHotelsGroup.com confirmation number is issued. Should you have any questions or concerns please do not hesitate to let us know via our Contact Us menu or the phone number listed on your reservation confirmation.
For a more detailed explanation of the reservation confirmation process, please read Q69
I know that there is no refund on non-refundable reservations but what happens if the stay has to be canceled due to extreme circumstances, such as a flight cancellation or an accident?
Unfortunately, these things do happen to some of us. Our recommendation is to use a credit card for the booking that covers these extreme situations, so you are protected in this unlikely event. Another option for you is to purchase travel insurance from a third-party insurance company. Although we are not insurers, we have made it easy for you to obtain more information about travel insurance by clicking on Travel Insurance on our Home Page. Here you will not only find useful information but a link to what we believe is one of the best Travel Insurance providers and a company with whom we are proud to be affiliated: Allianz Global Assistance. Should you choose to use Allianz Global Assistance, please understand that their insurance policy, and not our Terms and Conditions, govern your travel insurance protection.
ENTITIES ONLY - How do I change my email address?
In case you have a corporate account with us, unfortunately, you will not be able to change your email address. In case your email address has changed, please request your new email address to be added (and your old email address to be removed) from the admin who provided you the signup link to our site.
What are the pet policies of my hotel?
Every hotel's pet policy varies greatly. Please make sure to book your hotel only if you are aware of its pet policy. For more information, please feel free to visit your hotel's website or call them.
How do I get a receipt for my booking?
Once you successfully check-out, you can immediately download your official receipt/invoice that is generated by our system. Furthermore, the receipt will also be downloadable in your account under Reservations – Confirmed reservations.
Can I cancel my reservation?
The cancellation policy depends on your booking. Please check the booking details in the Reservations - Confirmed Reservations menu. Your cancellation policy will appear in your booking voucher or by clicking on CANCEL button under the Amendment column.
What if I find a lower rate on another website once I made a booking with you? Can you match it?
Unfortunately, we do not offer such service at this time BUT if your reservation is fully refundable, then you can cancel it, get the refund and book the hotel elsewhere. To double-check your reservation's cancellation policy, please go to Reservations - Confirmed Reservations menu. Your cancellation policy will appear in the "Cancellation Policy" column.
What is needed for check-in at the hotel?
Most hotels only require a valid driver's license, government-issued ID or a passport. Certain hotels have age restrictions, so please check that to ensure that you will not have a problem during check-in. Should you have any concerns regarding the hotel's minimum age check-in policy, please do not hesitate to contact them. Also, most hotels also require a deposit which also varies from one hotel to another. Some do not need a deposit; others only accept credit cards while certain hotels accept cash as a deposit as well. It is advisable to check with the hotel beforehand.
Last but certainly not least, be sure to bring your voucher/receipt with you because it may be requested by the front desk upon check-in.
HOW CAN YOUR RATES BE LOWER (sometimes substantially) THAN ANY OF THE MAJOR LISTING SITES?
Our variety of rates come from a range of wholesale suppliers, bed banks, DMCs and hotel consolidators. After lengthy negotiations, we have managed to secure contracts that provide us (as well as you) special pricing on hotels that cannot be found elsewhere. We hope that you will enjoy the savings our site brings to you!
Will I be able to earn points with my hotel program that I am a Member of?
Every hotel's loyalty program differs greatly and some of them change without any prior notice. It is advisable to ask your hotel's loyalty program to see if you can earn points on your stay if you book your reservation outside of the hotel's own website.
What are my check-in and check-out times at my hotel?
Every hotel's check-in and check-out times vary greatly. Please make sure to book your hotel only if you have checked and agreed to the hotel's check-in and check-out times. For more information, please feel free to visit your hotel's website or call them.
Where can I see my confirmed reservations?
To retrieve your confirmed reservations, please go to RESERVATIONS – CONFIRMED RESERVATIONS. You will also have the option there to cancel your reservation, retrieve your hotel voucher and review your cancellation policy.
Can I make a booking over the phone?
Unfortunately, making a booking over the phone is not an option at this time. We prefer everything to be in writing to avoid any unnecessary disputes and miscommunication.
Can I have more guests check-in than the number of guests I specified when I made the booking?
The rate you paid for is determined by the number of people on your reservation. If more people check-in than it was originally included in the booking, then the hotel might charge you additional fees. To inquire regarding this potential surcharge, please contact the hotel directly.
I accidentally canceled my reservation. What can I do now?
Once a reservation is canceled, we cannot reinstate it. If your cancellation request has already gone through and the reservation was refundable, then your refund is processed automatically. If your reservation was non-refundable, then you are not entitled to a refund.
Can I book directly with the hotel and receive the same rate?
We are able to provide you a low rate because we have access to a discounted rates due to our buying power and number of bookings, that is NOT available to the general public. In addition, in some circumstances, we may have packaged amenities (such as a complimentary breakfast) that would not be available to you otherwise. So trying to book directly with the hotel in an attempt to get the same low price directly from them; even if it was available could cause you to lose certain amenities. As the old saying goes: "You have to compare apples to apples and oranges to oranges".
What is the Cancellation Policy?
The Cancellation Period is fully defined in our Terms and Conditions Policy, but essentially it is the length of time if any, that is stated in the invoice/payment page and subsequently in the Reservations - Confirmed Reservations menu. The Cancellation Policy will either tell you (a) that your reservation is non-refundable or (b) the number of days you have, prior to check-in date and time (using the hotel's date and time) in order to cancel your reservation and receive a refund.
Can I use multiple coupons for the same reservation?
You can currently use ONE COUPON per reservation. If you would like to use multiple coupons, all you need to do is to request the nights separately and apply them individually.
When am I entitled to a refund?
You are entitled to a refund as long as your Cancellation Policy was not listed as non-refundable AND you canceled prior to the expiration of the Cancellation Policy for a refundable reservation AND you complied with all of our other Terms and Conditions.
What happens if I stay fewer nights at the hotel and want a refund?
Please understand that the rate we obtained for you for your stay was based, among other things, upon the length of your stay. It is quite possible that if you had initially requested a shorter stay, the rate per night we would have been able to offer you could have been considerably higher.
Can I cancel directly with the hotel that your Site booked for me?
Nothing prohibits you from doing so, but please be aware that you will not receive ANY refund from the hotel. If your Cancellation Policy with us has expired or was non-refundable, we will be unable to provide you a refund. You must notify us in accordance with our Cancellation Policy to be eligible for a refund; canceling with the hotel without notifying us as required by our Cancellation Policy will preclude you receiving a refund from us. In addition, the hotel will be unable to provide you with a refund (please see the question directly below).
Can I receive a refund directly from the hotel?
No. We paid the hotel on your behalf, and we are the only entity legally entitled to a refund from the hotel for any reason. The hotel will NOT provide a refund directly to you.
What if I am not satisfied with my stay?
If you were dissatisfied with the hotel staff, your room(s), or the hotel otherwise didn't meet your personal standards; it is your responsibility to bring those concerns to the attention of hotel management and your recourse is solely limited to whatever the hotel may or may not offer you, to make amends. Of course, we would welcome you using our Contact Us function after your stay to let us know of any difficulties you encountered, and what, if anything, the hotel did to accommodate you. This will help us in making hotel recommendations to you and other Members in the future.
If I am not satisfied with my stay, or your refund policy, may I dispute the charge on my credit card/debit card or any other form of payment?
While we cannot prohibit a Member from filing a dispute, each Member has, as a condition of booking on our Site has agreed to our Terms and Conditions and all Other Policies, including those related to cancellation and refunds. Where we have provided the Services as promised and in accordance with our Terms and Conditions, we will take all necessary steps to refute any attempt on the part of a Member to dispute their payment to us for any reason, regardless of the form of payment.
In addition, we will endeavor to recover our costs, including but not limited to, legal fees, and any lost income or other damages attributable to an attempted chargeback or similar attempt to avoid or recover monies paid to us.
This policy is necessary to keep prices low for all Members so they are not penalized by anyone who is trying to take advantage of our Services without paying for our Services. We know you understand that we must take the appropriate steps if a Member tries to avoid their contractually binding agreement to pay for our Services.
Do I have any recourse at all if I am unhappy with my stay?
Obviously, we want ALL of Our Members to have a thoroughly pleasant stay EACH and EVERY time they book a room with us. We pride ourselves on our Customer Service, we want you to continue to use our Site, and for you to encourage others to do so as well.
So, PLEASE contact us if you are dissatisfied or unhappy for any reason; we will work with you to try and find a mutually agreeable resolution. Unfortunately, we can offer no guarantee that our attempts to totally resolve your concerns may prove completely satisfactory to you, but you can be assured that we will work very hard to make you happy. Any resolutions that we may offer are in our sole discretion.
What does your newsletter contain?
Our newsletter contains interesting news, such as:
- Our biggest savings of the week
- Website updates
- Coupons that can be used for future bookings!
What is NOT included in the price, what else can I be charged for later?
You MIGHT be charged by the hotel for the following in addition to your quoted rate (if applicable):
- Hospitality or Tourism tax (if applicable)
- Resort fees (if applicable) and any applicable taxes
- Lodging fees (if applicable)
- Any fees in connection with hotel services (such as parking, dry cleaning, internet, breakfast, etc.) unless it is specified as "included" in your reservation. The hotel may charge applicable taxes on some fees.
How do I cancel my reservation?
To cancel your reservation, please go to Reservations - Confirmed Reservations and click on the "Cancel" button. In the confirmation popup just confirm your cancelation request and you are done. Please note that once a reservation is canceled, We can NOT reinstate it. If your reservation was refundable, then your refund will be processed automatically. If your reservation was non-refundable, then you are not entitled to a refund.
What are the tourism taxes, hospitality taxes or lodging fees?
Certain cities charge a hospitality taxes, tourism taxes or lodging fees. This is a per person, per night charge that is collected by the hotel and it is not included in your rate unless it is specified otherwise on your invoice.
How do I redeem a coupon?
You are welcome to apply any of your coupons on the Traveler Information page but please note that your coupon may be subject to certain conditions, such as minimum spending or expiration. In case your coupon is not eligible due to those conditions, it will not be displayed. Rest assured you can verify the existence of your coupon on MY ACCOUNT – COUPONS page.
Do you sell gift cards?
No, at this time we do NOT offer such service.
How do I subscribe for the newsletter?
To subscribe to our newsletter, please go to the homepage and on the top left section, you will see the newsletter subscription. Enter your email address and then confirm it once you receive the confirmation email. As soon as you confirm it, your email address will be added and you will get our newsletter from then on.
How do I unsubscribe from the newsletter?
If you would like to stop receiving newsletters from us, you can easily unsubscribe by clicking on the "unsubscribe" hyperlink that is included at the bottom of our newsletters.
What is my hotel's policy about children?
Most of the hotels worldwide allow children as long as they are accompanied by an adult. To ensure that the hotel of your choice allows children, simply select the number of children in the drop-down when asking for a quote and you will only receive quotes from hotels that allow children at their property. Many hotels will allow children to stay for free or at a reduced rate when they share a room with parents or guardians and use existing bedding. The age at which this applies varies from hotel to hotel. If your child will be the third person in a room designated for two, extra-person charges may apply but you will see that reflected in your quote.
Is it possible to change a name on a reservation and do I have to pay to change it?
It highly depends on the specific reservation you made. Some reservations require you to cancel and then rebook it, some allow changes for a surcharge and others can be changed without a fee. In order to request the name to be changed on your reservation, please first log into your account and go to Contact Us. In the drop-down, please select "Booking changes" and be sure to submit your:
- Wholesale Hotels Group confirmation number
- Wholesale Hotels Group account number
- The name you wish to change your reservation to
How will your charge appear on my credit card statement?
When you make a payment with our credit card processor, your charge will appear as "WholsaleHtLs8772002421".
Can you put my refund onto a credit card other than the one I used to pay for the hotel?
Unfortunately, no. In order to fight fraud, we can only refund the money to the same method of payment that was used for the transaction.
My credit card information was compromised elsewhere and the number on my credit card has changed. I want to cancel my reservation and get the refund but how will you process the refund if my credit card number is blocked?
Most credit card issuers although they change your credit card number to prevent additional fraud, your account number with the credit card issuer does NOT change. When sending a refund to your already blocked credit card, most issuers will automatically adjust that amount to your new credit card number since it belongs to the same account number; therefore getting a refund to your new credit card number should be automated and no problem. You are always welcome to contact the credit card issuer first to ensure that you get your refund promptly as credit card issuers systems vary.
How secure is the payment on this website?
Our payment Site is EXTREMELY SECURE!
Our address bar has the green bar, which means we implemented SSL + Extended Validation which is currently one of the most secure systems out there. For more information about the SSL+EV, please click HERE
to access our Security Statement.
For our payment processor we use PayPalTM
that are the most trusted payment processors in the world right now and when you submit your highly sensitive payment information, you will be directed to their payment site to ensuring that your payment information is in safe hands.
We DO NOT maintain any credit or debit card information in our systems; it is maintained ONLY with the payment processor!
Do you offer travel insurance?
We (Wholesale Hotels Groupsm) do NOT offer travel insurance, however, you can purchase travel insurance from a third-party insurance company. Please note that we do not directly sell any types of insurance; we are solely an Affiliate to a third-party insurance company. Although we are not insurers, we have made it easy for you to obtain more information about travel insurance by clicking on Travel Insurance on our Home Page. Here you will not only find useful information but a link to what we believe is one of the best Travel Insurance providers and a company with whom we are proud to be affiliated: Allianz Global Assistance. Should you choose to use Allianz Global Assistance, please understand that their insurance policy, and not our Terms and Conditions, govern your travel insurance protection.
What is the minimum legal age for hotel check-in?
Certain hotels have age restrictions, so please check directly with the hotel to ensure that you will not have a problem during check-in. Should you have any concerns regarding the hotel's minimum age check-in policy, please do not hesitate to contact them.
How many rooms can I purchase at once?
The highest amount of rooms that you can purchase is currently set at 9.
What if I have to check-out from the hotel earlier?
Every hotel has its own policy when it comes to early check-outs. Please inquire about it with the hotel of your choice.
What does “No Show” mean?
Under the cancellation policy on our Site, “No Show” means that if for any reason you are not going to be able to arrive at the Hotel by its stated check-in time, it is very important that you call the Hotel directly and advise them that your arrival will be delayed. Each Hotel has its own policy in this regard as to how long they will continue to hold your Confirmed Reservation and what the no-show penalty is. In addition, we always recommend that EACH MEMBER always check with a Hotel, even if they do not specify their “No Show” penalty and/or any other Service Provider, e.g., a rental car company as to what their policies are in the event you are unable to arrive by the time the Service Provider has listed as your expected arrival time.
Why is that sometimes I cannot see the refund amount I am getting when I try to click on CANCEL RESERVATION?
We work with numerous wholesale providers (Service Providers) in the industry in order to get you the lowest possible price on all of our Services. Not every wholesale provider gives us a live refund amount that we can automatically display to you. Rest assured, your refund will be processed promptly in the correct amount and should you encounter any issues, you are welcome to contact us anytime. Please use the Contact Us function and choose the drop-down menu labeled “Billing” if you have any questions or concerns.
Can I redeem a Coupon or Promo Code for cash or a cash equivalent (a credit to MY debit/credit card, or to my Bitcoin wallet or in some other cash equivalent form like a check payable to me)?
Unfortunately, no. For Coupons and/or Promo Codes, there is a required purchase of our Service(s). No redemption is available for cash, or a cash equivalent, e.g., Bitcoin or a credit to a credit/debit card. Cash value 1/99¢. Coupons/Promo Codes are void if altered, duplicated, copied, reproduced, transferred, sold, purchased, traded, auctioned or exchanged or where prohibited by, restricted by or taxed by law.
Is there a loyalty program?
Currently, we do NOT offer a loyalty program; we strictly focus on " what we consider " the most important part of a hotel booking experience: THE PRICE!
What is your refund policy on Membership cancellation?
There is NO REFUND on memberships. All sales are final! By paying for your membership, you duly agree and accept this.
How do I cancel auto-renewal for my Membership?
In order to cancel recurring billing for your account, please log in and go to MY ACCOUNT – MY INFO and set the Auto-renewal to OFF, click on the UPDATE button and then your account will expire at the end of your subscription term. Rest assured that you will still be able to log in to your account after account expiration to retrieve your reservations and receipts. In case you have enrolled in our 7-day membership plan, then don’t worry as it is only a one-time fee and you will not be charged for it again.
How does refer a friend work?
For EVERY PERSON, you refer to sign up, pay and successfully enroll on our site, you get 1 MONTH MEMBERSHIP EXTENSION FREE. There is no maximum cap on referred people so if you refer 12 people who sign up, pays and successfully enrolls, you get the 12-months worth of membership extension from us. Once your friend’s account is activated please reach out to us via Contact Us menu to claim your membership extension.
Please note: You must use the link we distribute to you via "MY ACCOUNT – REFER A FRIEND" menu and your account must be active and in good standing. There is no referral credit given for referring people to our 7-day membership plan.
ENTITIES – How do you calculate the total revenue for each calendar year?
At the end of every calendar year, we assess total revenue in a simple way: Amount spent (this includes the combined amount spent within your corporate account which includes all the employees spending) MINUS the total amount of refunds we issued to said accounts which equals to the TOTAL REVENUE.
ENTITIES – How much does it cost to have an account with www.WHotelsGroup.com?
The cost for qualified entities varies depending on the number of employees the business entity has www.WHotelsGroup.com is a paid membership based site which sells memberships to individual users, therefore the website makes money mostly on selling memberships while providing one of the most competitive rates in the market through its extremely low markup. There is NO CHARGE for qualified Non-Profit entities that are qualified by the IRS and Government Entities are also able to access our platform free of charge.
ENTITIES – How can I add additional employees?
Should you wish to add additional employees, you need to send the signup link you received via email during after successful enrollment. Alternatively, you can also obtain the link after login by clicking on the EMPLOYEE DATABASE menu. Enter your admin code and then you can access your signup link. In case you have issues retrieving your admin code, just shoot us an email from the email account you registered your master account and we will gladly resend it to you.
ENTITIES – My employee account was deleted! Why?
In case your employee account was deleted on www.WHotelsGroup.com, please contact your company’s travel representative or the person in charge of enrollment who has the enrollment code in his/her possession because such person is eligible to remove employees from the database on www.WHotelsGroup.com.
ENTITIES – When will my account qualify for a tier discount?
If your combined revenue has reached any amount above $1,000,000 in a calendar year, then you need to request your tier discount manually by sending us a message. We will review your request and in case your account is eligible, it will be awarded a tier discount for all your enrolled employee accounts. www.WHotelsGroup.com reserves the right to void this offer without any prior notice.
ENTITIES – My name has changed and so did on my card. How can I change it?
Should you wish to change your name on your account, you need to request it through an admin account. Please contact your company’s travel representative or the person in charge of enrollment who has the enrollment code in his/her possession because such person is eligible to add or remove employee database on www.WHotelsGroup.com. In case of a name change, you may need to supply supporting documentation (e.g: legal name change document) to your admin and your admin would need to create a new account for you.
TRAVEL PROFESSIONALS – How can I change my credit card information?
In order to change your credit card on file, please contact us by using the “Contact Us” menu and our representative will instruct you on how to proceed.
TRAVEL PROFESSIONALS – Can I have more than one cards on file?
YES! You are welcome to add as many debit or credit cards as you want for a one-time fee of $1 per card which is the way we verify that you are the authorized cardholder. To fight debit/credit card fraud, please note that you also must verify each additional card you add to your account. Should you wish to add an extra card, simply reach out to us (while logged in) via Contact Us and just send us this message: “I would like to add a card to my account.” and our representative will instruct you on how to proceed.
TRAVEL PROFESSIONALS – If my agency has more than one travel agents, do they have to sign up separately?
If your agency is using more than one debit or credit cards for payments on our site then yes; each agent that has a different debit or credit card would need to enroll under a separate account. In this case, once all of your travel professionals are enrolled, please reach out to us and specify all of those accounts and then our system will merge every individual account that belongs to your agency in order to potentially qualify for any tier discounts (if applicable).
If your agency is using the same one corporate credit or debit card then you can just share your account login credentials amongst all agents in your company and a separate enrollment will not be necessary.
TRAVEL PROFESSIONALS – How do you calculate the total revenue for each calendar year?
At the end of every calendar year, we assess total revenue in a simple way: Amount spent (this includes the combined amount spent within your account which includes all the agents spending in your agency if applicable) MINUS the total amount of refunds we issued to those accounts which equals to the TOTAL REVENUE.
Please note, that only services that are sold directly by www.WHotelsGroup.com qualify for revenue.
TRAVEL PROFESSIONALS – How much does it cost to have an account with www.WHotelsGroup.com?
The account for qualified entities is FREE of charge. www.WHotelsGroup.com is a paid membership based site which sells memberships to individual users, therefore the website makes money mostly on selling memberships while providing one of the most competitive rates in the industry. If we detect that you abuse this privilege, have an account that it is not in good standing (filing an unreasonable chargeback) or INACTIVE for a 12 month period, then we have a right to revoke your account(s).
TRAVEL PROFESSIONALS – When will my account qualify for a tier discount?
If our combined revenue with you has reached any amount above $1,000,000 in a calendar year, then you need to request your tier discount manually by sending us a message. We will review your request and in case your account is eligible, it will be awarded a tier discount for the next calendar year. www.WHotelsGroup.com reserves the right to void this offer without any prior notice.
TRAVEL PROFESSIONALS – My name has changed and so did on my card. How can I change it?
Should you wish to change your name on your account, you need to request it through the contact us menu. In case of a name change, you may need to supply supporting documentation (e.g: legal name change document) to us.
I called up my hotel and they can’t find my reservation. What’s going on?
It is a bit technical but we will do our very best to explain. When you make a reservation, it gets submitted to the hotel immediately and your room is IMMEDIATELY secured and your reservation is instantly confirmed! The hotel blocks its room allotment in order to avoid selling it twice.
Then what happens is that with some hotels where incoming reservations (unless you book it with the hotel directly), are entered MANUALLY. In this case, the person responsible for inputting the reservations manually through third party providers (such as us or many other sites out there), will prioritize inputting the reservations by - for example - check-in date. Obviously, they will input the reservation for someone who is arriving tomorrow vs. the one who is arriving in 6 months. Makes sense, right?
Furthermore, if let’s say you book a room 6 months out and then a week later you cancel it, then they have to work twice with it (inputting reservation, then canceling the reservation in their system). If they only put it in 1 month prior to your arrival, then they never had to work with it and substantially cut down on their workload. Also, in today’s world manually inputting reservations can trigger the following human errors:
- Mistyping your name
- Mistyping your check-in date
- Mistyping your check-out date
…which is many times the root cause of any reservation discrepancies when you check-in to a hotel. In case you are having issues with your confirmation, simply send us a message via Contact Us form or give us a call and we will make sure that you will be assisted promptly.
I paid for a membership but it has been taking long until it is activated. Does the membership start from the day I pay for it or from the moment it gets activated by me?
The good news is that your membership starts from the moment you activate it and NOT from the moment you pay for it, so no rush! ;)
I paid for my membership but I can't book hotels. What's going on? What am I supposed to do?
Once you pay for your membership, within 24 hours we issue a random amount back to your method of payment in order to fight debit and credit card fraud. This is for your and our protection as we have to ensure that the authorized cardholder was the one making the purchase.
Here are a few scenarios:
SCENARIO A. In case you paid with a DEBIT CARD, you will need to log in to your financial institution (bank)'s account and see what amount we refunded. Once you see the refund posted from us, come back to our site and verify the refunded amount.
SCENARIO B. In case you paid with a CREDIT CARD, you will need to log in to your online credit card statement and see what amount we refunded. Once you see the refund posted from us, come back to our site and verify the refunded amount. Please note that sometimes we issue the refund BEFORE the initial charge gets posted on your statement. Should that be the case the way you will be able to determine the refunded amount is by a simple subtraction. For example: If you paid $89.99 for your membership and see just one charge for $89.00, then our refund was $0.99.
SCENARIO C. You either used a card that is using a currency other than USD or having issues verifying your refund. In that case please see the verification page for further details and contact us.
In all cases, you will have 3 attempts to verify the refunded amount. Should you fail to verify that information, we will immediately close down your account and issue a full refund. Also, we only wait 30 days after your payment and if you can't verify it within that amount of time, we will close your account and issue a full refund.