There are two ways money comes back, and they look completely different in your bank:
1. A released hold — no refund appears
If the money was still only on hold, nothing was ever charged, so no money returns. The pending amount simply disappears from your account, usually within a day or two depending on your bank. You won't see a +£ amount, because the money never left your account. It works like a hotel hold that vanishes when you don't spend anything.
2. A real refund — a +£ amount appears
If the money had already been charged, we send a real refund and you'll see a +£ amount in your account. Typically it appears within 24–48 hours. Some cards and banks take longer, up to a few days.
Which one applies to me?
Payments are charged 6 days after you book. So if less than 6 days passed between paying and the money being due back, it was still a hold. If more than 6 days passed, it had already been charged and you'll get a real refund.
Can it be made faster?
No. We send refunds immediately, but from that point it's your bank that decides when the money appears — not Nettla and not our payment provider. If it's been more than 5 working days, get in touch and we'll check it for you.