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# How do refunds and credits work?

## Overpaid or have a credit balance?

If your account has a credit (for example, from an overpayment), the simplest option is to leave it on the account — it's **applied automatically against your next invoice**. If you'd rather have the money back, contact billing and the team will review a refund.

## How refunds are issued

- **Card payments** are refunded back to the card. Once approved, allow about a week for the refund to post to your statement.
- **Online banking or cheque payments** are refunded by cheque. Refund cheques are processed within 60 days.
- **Cheque refunds have a $20.00 minimum.** When you cancel, your prorated refund for unused service days plus any credit balance has to total $20.00 or more to be refunded by cheque, and that cheque is issued within 60 days of cancellation. Anything below $20.00 stays on the account as a credit instead.

## Refunds when you cancel

Any refund owing on a cancelled account is processed **after your rented equipment has been returned and confirmed received**. See **"What is the cancellation policy?"** for the return steps.

## "My service didn't work — can I get my money back?"

- **Service outages:** if your service was down, contact us — the billing team reviews outage credits case by case, and one-time credits can be applied for qualifying outages.

## How to request a refund or credit

Call **1-855-299-0025** (Mon–Sat 9 am–6 pm Eastern, closed Sunday) or email **billing@worldline.ca**. Refund and credit requests are reviewed by our billing team, who respond within 24 to 48 hours.