Once you complete the payment for your order in your banking app, you may be redirected to a page displaying the text  “Payment is being processed”. Please note that this message is not a confirmation that your order was successful, but rather that we are waiting for the payment to arrive. Your payment and order are not yet confirmed at that moment.

If a deduction has taken place via the payment method used, it generally means that the payment is on its way or has succeeded. When no successful payment is visible in your banking app and you have not received an order confirmation within 30 minutes you can assume that the payment was unsuccessful.

If your payment is unsuccessful, your order will be automatically cancelled. In this case, we invite you to place a new order. Please only place a new order if you have not been charged and you have not received an order confirmation within 30 minutes.

If you are unsure of whether or not your order has been completed successfully, please feel free to reach out to us using our contact form.

Have you already placed an order?

Unfortunately, it is not possible to change a payment method after completing the order. Once an order has been completed it is not possible to make any changes.

If an order is not completed with a successful payment, it will automatically be cancelled. In this case, you can place a new order using your desired payment method. Please only place a new order if you have not been charged and you have not received an order confirmation within 30 minutes.

If you are unsure of whether or not your order has been completed successfully, please feel free to reach out to us using our contact form.

Has your order been refunded? 

Please note that it is not possible to process a refund to a different account than was used during payment.

Refunds are always processed to the original payment method used at the time of purchase. For example, if an order you placed with your credit card is refunded, the money will be returned to that same credit card. This will be attempted even if the credit card has expired.

For security and compliance reasons, we are unable to immediately redirect a refund to a different bank account. We first advise you to contact your bank to see if they can transfer your refund to the new or alternative account. If they cannot help you, the refund will automatically be returned to us.

Once that happens, our system will notify us, and we will contact you directly so we can assist you with a refund to an alternative account.

If you do not remember which account you paid from, we advise you to check the payment method in your confirmation email and, if necessary, search for ‘Paylogic’ in your accounts.

Did your payment not go through correctly and/or was your account not charged after completing the payment process? 

We always recommend waiting a short while to see if the payment goes through or you receive a confirmation e-mail. If this does not happen within 30 minutes of you starting the payment process, you may assume that your payment failed and your order was automatically cancelled.

Sometimes some computer security software blocks payments incorrectly. If your payment is blocked, you can try temporarily disabling your security software such as a VPN or ad-blocker. 

You can also try placing the order using a different payment method, a different browser (our experience is that Google Chrome works best) or try again from a different device and/or IP address. 

If your order is of a high value, your bank account may have a limit. We advise you to check with your bank whether there are limits connected to your account.

If you are purchasing tickets from an international bank account, we recommend checking in advance with your bank whether they support international transactions.