How long do refunds take to process?

Approved refunds usually take up to 28 days to process.

The exact timing can depend on the payment method, your bank and the details of your case. More complex refund requests may take longer, especially if the team needs to review supporting evidence or apply a specific policy.

What happens after approval?

• Scape confirms the refund: you’ll be told if your refund has been approved.
• The team shares the timeline: you’ll be advised what to expect and whether anything else is needed from you.
• The refund is processed: funds are returned through the relevant payment route where possible.
• Your bank may need time: once processed, it can still take time for the money to appear in your account.

If you have not heard back after submitting a refund request, contact your building team for an update. Include your full name, booking details and any previous correspondence so the team can find your case quickly.

Please wait for written confirmation before assuming a refund has been approved.