How long does a refund take?
Once OTR processes your refund, it typically takes 5–10 business days for the funds to reappear in your bank account. The exact timing depends on your bank or credit card company — OTR processes the refund on our end immediately, but your financial institution controls how quickly it shows up on yours.
✅ 5–10 business days.
This is the standard timeline for all OTR refunds. Weekends and bank holidays do not count as business days.
Refunds go back to your original payment method
OTR can only issue refunds to the same payment method used to make the original payment. We cannot refund to a different card, a different bank account, or any other payment method.
If you no longer have the credit card or bank account you used to pay, do not worry — your bank or credit card company will still be able to identify you as the account holder and route the funds to you. Even if the card has been cancelled, replaced, or expired, the financial institution behind it still has your account on file. The refund will be processed to that account, and your bank will make the funds available to you.
If you have any trouble receiving a refund after a card has been closed or replaced, contact your bank or credit card company directly. They can confirm where the refund was sent and help you access it.
Pending charges vs. processed charges
How your refund appears depends on whether your original payment was still pending or had already been processed. Here is the difference:
If your charge was pending (hold on your card)
When you book a case, OTR does not charge your credit card right away. Instead, we place a hold on your card for the expected amount. This may show up as a "Pending" charge in your online banking or credit card statement.
We only withdraw the funds from your account once an attorney has accepted your case. If your case is cancelled or declined before the attorney accepts, we release the hold.
When we refund a pending charge, there is no refund transaction. The hold is simply released and the pending charge disappears from your statement. You will not see a credit — the charge just goes away, as if it never happened. This can also take 5–10 business days.
If your charge was processed (funds already withdrawn)
If your case was accepted by an attorney and the funds were already withdrawn from your account, the refund works differently. You will see a separate refund transaction credited back to your original payment method. This also takes 5–10 business days to appear.
How to check your refund status
If you are unsure whether your charge was pending or processed, here is what to do:
- Wait 5–10 business days from when OTR confirmed your refund
- Log in to your online banking or credit card account
- Search for a charge from Off The Record
- If you cannot find a charge at all
The charge was pending and the hold has been released. Your refund is complete — there is nothing further to do.
- If you see a charge AND a corresponding refund/credit
The charge was processed and the refund has been applied. Your refund is complete.
- If you see a charge but NO refund/credit
The refund may still be processing. If it has been more than 10 business days, contact our support team and we will look into it.
When does OTR issue refunds?
OTR issues refunds in the following situations:
In all of these situations, OTR processes the refund on our end as soon as the decision is made. The 5–10 business day window is the time it takes for your bank to reflect it.
Quick reference
| Situation | What you will see | Timeline |
|---|
| Case pending or declined before acceptance | Pending charge disappears | 5–10 business days |
| Case accepted, then refund issued | Refund/credit transaction appears | 5–10 business days |
| More than 10 business days, no refund visible | Contact OTR support | — |
Still do not see your refund?
If it has been more than 10 business days and you still see a charge with no corresponding refund, contact our support team. Include your case ID and the last four digits of the card you used to pay. We will investigate and make sure you receive your refund.
