Frequently asked questions

Failed Orders

    • If your order does fail you can simply attempt the booking again. If there is a problem with the card you are using you may need to speak to your bank before trying again.

    • If you are not sure whether to attempt your order again please call us on 0114 407 0241 and a member of the Customer Service Team will be able to help you.

    • The two most common reasons a payment will fail are either because the card was rejected at the security stage and flagged as being potentially fraudulent, or your card did not pass our pre-authorisation stage. If your payment has failed we suggest you speak to your bank first. If there are no issues with the card please contact us on 0114 407 0241 and a member of the Customer Service Team will be able to help you. Alternatively, you can attempt the order again with a different card.