At Carstay, refunds for cancellations or reservation changes are processed immediately. However, depending on the policies of your credit card issuer (especially for international cards or debit cards), it may take some time for the refund to be reflected in your account. In some cases, it may temporarily appear as a "double charge."
Please check the following information before contacting support.
When a reservation is modified or partially refunded, many international credit card companies and debit card issuers process the transaction in the following steps:
[Please Note] There is often a time lag of several days to several weeks for your bank to complete Step 2 (releasing the original amount). During this period, your online statement may show both the "Original Amount" and the "New Amount," making it look like you have been charged twice. Please be assured that the original amount will be released (refunded) automatically by your card issuer at a later date.
Once Carstay completes the refund process, the time it takes to reflect on your statement depends entirely on your card issuer.
Note: Carstay cannot speed up this process as it depends on the banking system. For details on the status of your refund, please contact your card issuer (bank) directly.
If there is a difference in the exchange rate between the time of booking and the time of refund, the amount you receive in your local currency may differ from the amount you originally paid, even if the refund is for the full amount in Japanese Yen (JPY). Additionally, foreign transaction fees charged by your card issuer may not be refundable. These policies are determined by your card company.