None of the situations below need action from you or the player. All are automatic.
"I was charged on a day I didn't play."
That's the reserved amount being charged on day 6 — card rules don't allow a reservation to be held longer. Not a double charge. Any money owed back comes automatically after the session.
"I was charged more than my share."
Nettla reserved enough to cover the whole court, because it wasn't yet known who would join. They only ever pay their own share. The difference is settled 4 hours after the session's end time.
"I was charged in full and only got part of it back."
Correct and expected. Their session was more than 6 days after they booked, so the full amount had to be charged on day 6. The parts covered by other players were then refunded.
"I cancelled but no refund has appeared."
Their payment was still only reserved, so nothing was ever charged and there's nothing to refund. The pending amount simply disappears, usually within a day or two.
"My refund is taking too long."
It was issued immediately. The delay is their bank — typically 24–48 hours, longer on some cards and banks. Neither Nettla nor Stripe can speed this up or predict whether it'll be one day or three.
"My friend and I paid for the same court but our statements look different."
Each player's 6 days run from their own purchase — not the booking date, not the session date. So one player may be charged on day 6 and refunded afterwards, while the other is charged once after the session. Both are correct.
"I left the booking — has the organiser been refunded yet?"
No. A joining player cancelling doesn't change the lead booker's reserved amount at that moment. The lead booker stays at the full amount until the 4-hour calculation.
Escalate to Nettla if: a real refund hasn't appeared after 5 working days, the Stripe log shows Failed, or the final amounts don't match the expected split.