Refund Destination

When you issue a refund through TurnStay, the funds are returned to the guest’s original payment method - the card they used when making the booking. No additional information is needed from the guest, and nothing changes on your end.

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Where the money goes

💸 Refund issued

You initiate via Dashboard or API

💳

Back to the original card

Funds are reversed to the exact card used at the time of payment. The guest sees the credit on their statement within a few business days.

Standard

❓

Card no longer available?

If the original card can’t receive the refund, contact TurnStay at support@turnstay.com - they’ll advise on the best path forward for that specific booking.

Edge case

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What the guest experiences

From the guest’s perspective, the refund appears as a credit on their card statement. The merchant name shown will match the original charge, so it’s immediately recognisable.

What the guest sees	Details
Credit on card statement	The original charge amount (or partial amount) reversed back to their card
Merchant name	Matches the name from the original payment
Timing	Typically 3–10 business days after you issue the refund

Tip

If a guest contacts you to say they haven’t received their refund, the most likely explanation is that their bank is still processing it. Refunds typically take 3–10 business days from the date of issue to appear on a card statement.

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Refunds and your payout

Refunds don’t affect payments you’ve already received - they’re deducted from your next payout as a line item. Each refund appears individually in your payout breakdown so you can see exactly which transaction it relates to.

Note

If you issue a refund after a payout has already been processed, the deduction will appear in your following payout cycle rather than the current one.