If you see the same amount twice on your account, contact us via [email protected] or the chat. You can find all the options at skindr.com/contacteer-ons. We will check what is actually registered on our side.
It is often a hold and not a payment
If a payment attempt stalls halfway, your bank may still place a hold on the amount. On your statement this looks identical to a charge, but the money has not gone. These holds disappear automatically after a few working days, depending on your bank or card issuer. If one of the two disappears, that was the hold. If you have any questions, just get in touch.
If both are still there
Let us know via [email protected] or the chat, and we will refund the amount you paid twice. A double payment for the same consultation is the only case in which you receive an actual refund instead of a voucher.
Please include the email address of your Skindr account and the two dates or amounts from your statement. This allows us to match them.
Where to find the refund
A refund does not always appear under the name "Skindr" on your statement. So search by amount or by date, otherwise you may quickly conclude that nothing has arrived.
If your consultation never started
If you were charged but there is no consultation in your account, do not start a new one and do not pay again. Contact us first via [email protected] or the chat.
Sometimes the payment did go through and only the screen froze. In that case your consultation is registered with us and your dermatologist has received it, even if you cannot see it in your account yet. Read "My payment gets stuck on the final step".