First check your order emails and the Orders tab in your dashboard: most unexpected charges are a subscription renewal or a temporary hold from a payment attempt that didn't go through. If you still think you've been charged twice, message us with your order number and we'll look into it.
Check these first
| What you see | What it usually is |
|---|---|
| A charge on a date you didn't order | A subscription renewal. Renewals are charged automatically on your renewal date, and we email a reminder the day before. |
| Two charges close together after a failed attempt | Often a temporary hold (pending authorisation) from the attempt that failed. Your bank usually releases it on its own; the timing depends on your bank. |
| A charge bigger than the product price | The delivery fee for your city is included, and any one-time extras added to that box. |
| Two separate orders | Two orders were placed, for example a one-time order and a subscription, or two subscriptions for two pets. |
Compare the charge with your order list. Open My Account
- Open Orders in your dashboard. Each order shows its number, packs, total in SAR and status.
- Match the amount and date on your bank statement with an order.
- Check My Plans to see if you have more than one active plan.
- Check whether the charge is still pending in your banking app. Pending holds are not completed payments.
Still looks wrong?
Message us on WhatsApp +966 56 748 1781 or email [email protected] with:
- Your order number(s), if you have them
- The date and amount of each charge
- A screenshot of the charge from your banking app (hide your full card number)
What happens next
The team checks the payment records. If you were genuinely charged twice for the same order, we refund the duplicate to your original payment method. Banks usually take 7 to 14 business days to show it. See Refunds.
Didn't mean to renew? Cancelling or skipping must happen before the renewal payment is taken. Once a renewal is paid, it goes into production. See The renewal cut-off.
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