A charge I don’t recognize
A charge from Defera can be a deposit, a scheduled payment, an extra payment, a fee for a service you chose, or an add-on such as seats or bags. The quickest way to identify it is to compare it with your trip's payment schedule and your Trip Statement.
We know an unfamiliar charge can be unsettling. If it still doesn't match anything after you've checked, contact us, and our team can take a look.
How do I match a charge to my trip?
- Open each of your trips. Open Trips and tap each trip you have with us. Each trip has its own payment schedule, so a charge might belong to a different trip than you expect.
- Check the payment schedule. In the Payment Schedule section, look for a payment on the date of the charge, for the same amount.
- Check your Trip Statement. For the full payment history, including paid, upcoming and any past-due installments, download your Trip Statement from the download icon in the trip's header row.
A charge can show as pending at your bank before it posts, so the date on your bank statement may not match your payment date exactly.
What else could it be?
Besides your regular installments, these are the charges you might see:
| Charge | When it happens |
|---|---|
| Your deposit | When you booked |
| An extra payment | When you used Make a Payment to pay ahead, make a Principal payment or pay off |
| A past-due payment | When a missed payment is paid, or retried on your card |
| Skip Payment fee ($20) | The day you skipped a payment |
| Pick my own dates fee ($25) | The day you confirmed new payment dates |
| Request Extension fee ($35) | If you extended your final payment date, on some older Defera Installments plans |
| Reinstatement fee ($30) | When our team reinstated a defaulted trip |
| Seats bought after booking (Purchase Seats) | When you bought them, paid in full by card with a small processing fee |
| Checked bags bought after booking (Purchase Baggage) | When you bought them, paid by card in one go |
Seats and bags bought after booking are charged on their own, separately from your payment plan, so look for them by the date you bought them.
What if a charge disappeared?
If you cancelled within 24 hours of booking, your deposit is refunded in full to your card. It's reversed on the card itself, so most of the time the charge drops off your statement, usually within a day or so, rather than showing as a separate refund.
What if I think I was charged twice?
First, check whether the two charges belong to two different trips, or are for two different things, like a payment and a fee. Also check whether one of them is still pending at your bank. If it still looks like the same charge twice, contact us so our team can check it.
Still can't match it?
Chat with the Defera Concierge, our AI concierge, and it can send a request to our team to check the charge. It helps to include:
- the date and amount of the charge;
- your booking reference, if you have one.
You can also call +1 (415) 319-8553 to reach the same AI concierge by voice, 24/7, or email support@defera.app. Our email response time is 2–5 hours.