Take a breath — this is almost never a double charge, it's a hold. Your bank shows two amounts side by side and the confirmation email hasn't arrived? In the vast majority of cases this is a temporary block on your funds (a pre-authorisation) that releases on its own. The one rule that matters: don't pay for the booking a second time.
One amount is the real payment, the other is a hold that clears within 1–10 business days. If money left your account but there's no confirmation, it's usually a temporary hold: wait for the release, or message us with your receipt and statement. You can see your charges and order statuses in your booking history. Support line — 8 800 1000-646.
01 / What it isWhat a hold and pre-authorisation are
When you pay for an order, your bank first freezes the amount on your card — that's the pre-authorisation (the hold). The money hasn't reached the recipient yet; it's simply unavailable to you. Then the real charge goes through. In your banking app, both operations can sometimes show up at once, making it look like you were charged twice. In reality only the display doubled, not the money.
02 / How to tellA hold or a genuine double charge
The most reliable indicator is the number of confirmations. If your booking history shows a single order, you've paid once — whatever that second line in the bank looks like. Two different booking numbers are another matter; in that case, get in touch.
03 / What not to doWhat you should NOT do
- Don't pay for the booking again. If the funds seem to have come up "short" or the confirmation is late, a fresh payment attempt is what actually creates a real second charge.
- Don't rush into a chargeback. Disputing a hold that will clear anyway only drags things out and may interfere with an otherwise valid booking.
- Don't delete emails or receipts. You'll want them if a support request does turn out to be necessary.
- Don't panic over differing amounts. A hold is sometimes placed in the offer's currency while the real charge lands in roubles at the conversion rate, so the figures can differ slightly.
04 / What to doStep by step
Open your booking history
Go to /account/bookings and check how many orders actually exist and what their status is. One order means one payment.
Check your email
The confirmation goes to the email in your profile. One email means one booking. If there's no email at all, check your spam folder and give it a little time — it's occasionally delayed.
Let the hold clear
If the second amount is "processing" or a temporary block, simply wait 1–10 business days. The money returns to your card automatically.
Gather your statement
If the duplicate hasn't disappeared after 10 business days, ask your bank for a statement showing both transactions (date, amount, status) and keep your payment receipt.
Contact support
Attach the receipt and statement and reach out — by phone at 8 800 1000-646 or via our @sales_travel_bot bot. We'll reconcile the transactions on our side and help with the refund.
05 / FAQFrequently asked questions
Money was taken but there's no booking confirmation. What's going on?
Usually a temporary hold. Don't pay again: wait for the release within 1–10 business days, or message support with your receipt and statement and we'll look into it.
How long until the hold clears?
Typically 1 to 10 business days — the exact timing depends on your bank. If it takes longer, gather a statement and contact us at 8 800 1000-646.
The hold and the charge are different amounts — is that normal?
Yes, a small difference can happen due to currency conversion: the hold is sometimes placed in the offer's currency, while the real charge settles in roubles at the rate on the day.
Should I file a chargeback with my bank straight away?
Don't rush. If it's a hold, it clears on its own, and a dispute only slows things down. Contact us first — most cases are resolved without a bank dispute.