Where is my refund?

If you have followed the steps on our refund page, your refund will be on its way back to you!

How long does it take?

Refunds are sent to your original payment method and typically arrive within a few days, but may take up to 10 working days depending on your bank.

Why can’t I see my refund?

In some cases, your payment may be reversed instead of refunded. This usually happens if the original payment was still processing when the refund was requested.

If this happens:

• You won’t see a separate refund transaction
• The original charge will disappear from your bank statement

Depending on your bank, you may briefly see the amount deducted before it returns to your balance automatically.

If it’s been more than 10 working days:

• Check whether the original transaction is still showing in your bank account
• If it has disappeared, the payment was likely reversed rather than refunded

Still need help?

If you have any questions about a subscription payment or refund, you can contact us via live chat in the app, or use the Chat with us option at the bottom of this page.

Please include your full name and the email linked to your Emma account so we can help you faster.

Our support hours are Monday to Friday, 9:30am – 6:30pm.

Updated on: 14/04/2026