Before submitting payment, review the item names, quantities, discounts, shipping charge, currency and any taxes collected at checkout. The displayed order total is the amount you authorise us to collect for that transaction. A promotion applies only when its disclosed eligibility conditions are met.

A card issuer, bank or payment service may apply exchange-rate differences or international transaction fees. Those provider charges are separate from the store total. For cross-border deliveries, destination import charges may also apply where not included and legally payable by the recipient. Review the delivery information before ordering.

The methods actually offered to you appear at checkout and can depend on destination, currency, provider availability and transaction details. A logo seen elsewhere is not a guarantee that a payment method is available for every order. We do not require you to use a method that is not presented for your purchase.

Payment details are submitted through the checkout payment flow and processed by the relevant provider. The provider may apply its own verification, authorisation and dispute procedures. For questions about a provider’s own verification process, contact that provider through its official channels.

Your provider decides whether to approve a transaction. It may ask you to authenticate through its own app, a verification page or another approved method. Follow the provider’s instructions through a trusted channel. A verification request should relate to the transaction you are actually attempting.

An authorisation can temporarily reserve an amount before capture or before a failed attempt is released. A pending authorisation and a completed charge are different. Release times are controlled by the bank or provider. If you are unsure what you are seeing, check the transaction status with them and contact us with the date and amount.

A declined payment can result from an address mismatch, an issuer restriction, an expired method, insufficient funds, a verification failure or a temporary connection issue. Check the details carefully and ask your provider about a restriction if needed. We may not receive the issuer’s full reason for declining.

Before retrying, check whether an order confirmation has arrived and whether the original attempt is pending or settled. Repeated submissions can create multiple authorisation holds or orders. If you believe you paid but received no order acknowledgement, contact us with the payer name, date, amount and a masked payment reference.

If two settled charges appear for one intended purchase, tell us promptly so we can compare payment and order records. A pending hold next to a settled charge is not always a second completed payment, but it is appropriate to ask if the status is unclear.

If a transaction looks unauthorised, contact your payment provider using its official contact route and secure the affected account. Tell our support team the relevant order or masked transaction details so we can investigate our records. We will not ask you to give up a lawful chargeback or dispute right before considering the issue.

Never email a full payment card number, card security code, account password or one-time authentication code. If you send a screenshot, conceal unrelated transactions, account balances and all but the last few digits needed to identify the payment method. Only share information reasonably necessary for the enquiry.

Our support team can discuss an order using an order reference and proportionate identity checks. We will not ask you to disclose a payment login or allow remote access to your device to obtain a refund. If a message makes an unexpected request for money or credentials, verify it independently before responding.

Reasonable safeguards are used to protect order and payment-related information, but no online service can promise absolute security. Use a trusted device, keep software updated and avoid entering sensitive details through an unfamiliar page or an unsolicited message. A security icon alone does not prove a message is genuine.

Orders may be checked for suspicious activity, incorrect billing information or unauthorised use. We may request a proportionate clarification, decline a transaction or cancel a problematic order with the appropriate refund. Any review should use only information reasonably needed and must respect applicable privacy and consumer requirements.

An approved refund is normally sent back through the original payment method, in line with the Return & Refund Policy and any earlier statutory deadline. After we issue it, the provider controls when it appears in your account. Exchange-rate movements may affect a converted amount independently of the refund we send.

Keep your confirmation and relevant payment reference until delivery and any aftercare request are resolved. Transaction records may be retained for accounting, legal, fraud prevention and dispute purposes for the relevant period. Payment enquiries can be sent to service@hygivaro.com; describe the issue without including sensitive credentials.

Keep the order number, purchase date, transaction currency and amount together. These details help distinguish a payment from a similar purchase or a temporary authorisation. The name shown on a bank statement can follow the payment provider’s format, so an unfamiliar descriptor should be checked against the date and amount before a conclusion is drawn.

If the transaction still appears unrelated, contact your provider through its official service channel and let us know the relevant masked reference. We can check store records without needing your full bank statement. Cover unrelated transactions and private account information before sharing a screenshot for an enquiry.

A billing address helps a provider verify a payment; a delivery address tells the fulfilment service where to send goods. They can differ, but each must be accurate for its purpose. An address mismatch may lead a provider to request clarification or decline an attempt even when the delivery address itself is valid.

Check spelling, postal codes and the payment account information before trying again. If you are buying for another recipient, enter their delivery information in the relevant place rather than changing the payment account’s billing information incorrectly. A provider-specific verification issue should be discussed through the provider’s official channels.

A slow confirmation page can make it unclear whether payment succeeded. Before submitting again, check the order acknowledgement and payment status. Several attempts may create several pending entries even where only one purchase is completed. A pending amount should not automatically be treated as a second settled charge.

If you see multiple completed orders or settled payments, tell us which purchase you intended to make. We will compare the relevant records and explain any cancellation or refund that is appropriate. The need to check authorisations does not permit us to keep a genuine duplicate payment for the same unrequested order.

The transaction currency shown before payment identifies the currency in which the order is charged. A display preference elsewhere on the site may not describe your bank’s final converted amount. Review the checkout total rather than relying only on a product-listing figure, particularly when your account uses another currency.

Conversion rates, provider fees and minor rounding can affect the amount displayed by your bank. A refund converted later may use a different rate. We can explain the transaction-currency amount we collected or returned, while the provider can explain its own conversion. This does not excuse an incorrect store charge or refund calculation.

Submitting payment for a one-time order permits the charge disclosed for that order. It does not by itself permit unrelated extra charges or an undisclosed repeat-purchase programme. A recurring service, if separately offered, would require clear information and the authorisation required for that arrangement.

If an order needs a change that affects price, we will explain the revised amount and obtain the necessary agreement before an additional charge. A support conversation about delivery or product availability is not permission to charge an arbitrary additional amount. If you notice an unexpected charge, preserve the record and contact us.

An ordinary order enquiry can be discussed using an order number, email and proportionate verification. A request for a card security code, payment password or one-time bank code should be treated differently. Those credentials authorise access or transactions and are not required for us to explain a delivery issue or routine refund.

Be cautious about a message asking you to move the conversation to an unfamiliar account, purchase gift cards or make a new transfer to release a refund. Verify an unexpected request using our published support contact and the provider’s official channel. Do not allow remote control of your device for a routine payment enquiry.

If your browser or payment service offers to save a payment method, review who can access the device and the relevant service settings. A shared computer or unlocked phone can expose payment prompts or order information to another user. Sign out of sensitive sessions when you finish and avoid saving credentials on a device you do not control.

Saved-payment functions are governed by the service that operates them and the choices you make there. Removing a method from one service may not remove it from another. We can explain order-related records available to us, but we do not need access to your password manager or payment-app login to do so.

Act through verified channels. Secure the affected payment account with the provider and follow its instructions about unauthorised transactions. If the incident may involve a store order, tell us the order number, approximate date and the issue, without reproducing compromised passwords or verification codes in the message.

We will assess the information available to us and explain any appropriate order action or investigation. An incident report is not treated as consent to publish your details or as an admission that you authorised a disputed transaction. Any applicable notification, privacy, refund or dispute duties continue to apply.

If a refund is due, we normally issue it to the original payment route and provide available confirmation. A refund request, a payment authorisation reversal and a provider dispute are different processes. Let us know if a provider dispute is already open so related records can be reviewed accurately and duplicate outcomes avoided.

You may use a dispute process available under your provider’s terms or law. We do not require you to abandon a valid claim before discussing the problem. Please provide accurate information to both sides and update us when a refund or dispute outcome is received so the order record reflects what actually happened.

A useful screenshot shows only the transaction date, amount, status and a limited reference needed for the enquiry. Hide balances, unrelated purchases, full account numbers and private messages. Before sending, check that the redaction actually conceals the information in the image being shared, rather than merely marking it with a transparent highlight.

If a screenshot is not practical, provide the relevant details in text. We may ask a proportionate follow-up question, but we will not routinely require a complete account history. Any transaction evidence received for support is handled for the enquiry and related lawful recordkeeping, as described in the Privacy Policy.