The payment was taken, but no order was placed

If the money has been taken from your account.

You should have received an email from Viva Wallet to confirm the payment has been authorised and captured.

If you don't have any emails from us or Viva Wallet.

This means that the payment has been authorised and hasn't been captured. The amount will automatically be refunded in 3-5 working days as we don't authorise and capture payments at different points in time.

If you have received an email from Viva Wallet, but no order confirmation email from us.

Please forward the payment confirmation email to help@munchterm.co.uk and explain what has happened. We will generate a gift card for you to use to complete the order.

If you did receive an email from us confirming your order, and you also received a payment confirmation from Viva Wallet

If this is the case, your order has been placed successfully and you don't need to do anything. We've got it from here.