King’s College London has partnered with Convera, a specialist in global payment solutions to process student refunds.

To provide this service, King's will be required to pass some information to Convera. In turn, Convera may then be required to transfer to and store your data in a destination outside the European Economic Area (EEA).

Please note, King's will take all steps reasonably necessary to ensure that your data is treated securely and Convera will only use your information for the purpose of providing this refund service. Please see the King's privacy policy and the Convera privacy policy (PDF) for more information.

• Complete the online task "Request a Refund" found within your Student Records portal.
• The Credit Control Refunds team will undertake checks to ensure that you are eligible to receive a refund and have a credit balance on your student account due back to you.
• Credit Control will then proceed with your refund request.

Depending on the method and age of the original payment the refund process and timelines may vary.

Card refunds

If you made your original payment by credit or debit card within the last 18 months using the Convera GlobalPay for Students platform, Convera will normally be able to process your refund back to your card with no further action being required from you.

Once Convera has confirmed that they have processed your refund, please allow 14 working days for the funds to credit the card account. If your card payment is more than 18 months old, we may need to obtain further details from you. You will be contacted and invited to provide further details where required.

Bank transfer refunds

If you made your original payment by bank transfer using the Convera GlobalPay for Students platform, it may be possible for Convera to automatically refund your payment back to your bank account. This is dependent on a number of different factors, such as how long ago the original payment was made, which country your bank account is located in, local banking rules, and if your refund is for a full or part payment.

Exceptions

If Convera is unable to automatically process your refund without further information from you, you will receive an email from Convera containing a unique URL link to their website inviting you to provide the bank details the refund is to be paid to, in a secure manner.

Please note that the link is for one time use only – this means you will only have one opportunity to provide the bank details for the refund to be paid into and to provide any supporting documentation. If you receive such a link, please ensure you read all the information below so you have all the necessary details to hand before proceeding.

When completing the online request, please ensure that you complete the bank account enrolment task as fully as possible.

If providing card details, never provide a screenshot of your card and never include the full card number. You can provide the first and last 4 digits of your card.

If submitting a bank statement, please ensure you remove the details of any sensitive transactions.

When submitting your refund request, please make sure:

• You correctly enter all of the contact details for the payee. Such as their full address, including, Street, City, State/Province, Postal or Zip Code, Country, Phone Number and email. The payee is the person who owns the account that the original payment was made from.
• You correctly enter all of the contact details for your bank, this includes Account Number, Bank Name, Street Address of Your Bank, City, Country, Postal or Zip Code and Swift Code.
• When entering the bank details for the refund, that these are the same as the bank account that was used to make the payment. Note - you will be asked to upload proof of your original payment which must display the same bank details which you are providing to Convera for your refund, otherwise your refund will be rejected if the bank details do not match.
• You try to enter the details for all fields where relevant, even if the fields are not mandatory as this will help to avoid delays to processing your refund.
• When uploading proof of your payment that that this is a copy of a bank statement showing the payment that was made to King’s. Copies of King’s receipts emails should not be used as proof of payment.

If you have a query regarding the bank details you are being asked to provide by Convera, then please contact them directly by sending an email to Studentsupport@convera.com or through the Convera GlobalPay contact form.

When will I receive my refund?

It can take up to fourteen working days from the date the refund is processed to reach a designated bank account or to be credited on the respective card, however, in most cases the refund is received sooner than this. This is dependent on how long your bank or card issuer takes to reflect the refund on your account.

When will I receive a link from Convera to provide my bank details?

The email will be received within five working days and will contain a unique URL link for you to enter your bank details. Please note that the link is for one time use only.

Please ensure that you monitor your spam/junk mail folders.

My refund has been declined, what do I do next?

The reason for your refund being declined will always be stated in the email sent from Refunds-CreditControl@kcl.ac.uk, as well as further suggestions of the next steps.