What to do if a payment fails or a charge is unclear

If payment fails

Read the error shown and check whether the booking has a confirmed or pending status. Review the payment methods and currency offered at checkout, make sure the required details are correct, and complete any verification requested by your payment provider.

If your bank declined the payment, ask the bank or payment provider about the decline. If the page stopped loading or the result is unclear, check your booking records and payment activity before trying again to avoid a duplicate payment.

If money appears to have left your account

A pending authorisation and a completed charge can appear differently in banking apps. Check the transaction status with your bank. A payment alone does not replace the booking confirmation, and a pending bank entry does not by itself establish that a service is confirmed.

Ask support to investigate

Email support@dhombe.com with:

• The booking reference, if one was issued, and the email used to book.
• The service and travel date.
• The payment amount, currency, date and transaction reference.
• The error message or a screenshot with unnecessary personal and payment details hidden.
• Whether the bank shows the payment as pending or completed.

Do not send a password, one-time code, full card number or card security code. For a possible duplicate charge, list both transaction references and wait for clarification before making another payment. Any refund is assessed under the provider’s applicable refund policy and the circumstances of the payment.