Receipts, invoices and refunds
Updated August 21, 2026 · 6 min read
Available documents and actions depend on the product and payment method. Your account history shows transactions and the options that apply to each purchase.
At a glance
Who this is for
Buyers checking payments, documents or refunds
Estimated time
3–7 minutes
Outcome
The correct document found under the right product and any request addressed to the correct issuer
Before you start
- You are signed in as the buyer or as the parent who paid.
- You know whether the payment is for Premium, a trial lesson, another lesson or a course.
- You have the transaction date or reference without sharing sensitive fiscal data.
Steps to follow
Open the purchased product's history
Documents do not live on one universal page. Open Premium history, Payments under My lessons or course payments, using the same account that made the purchase.
- Identify the product and buyer account.
- Open the row with the transaction date, amount and current stage.
Expected result
You see the exact payment, including Paid, Refund pending, Partially refunded or Refunded.
Separate payment proof from a fiscal invoice
For trial lessons and paid 1:1 or group lessons, My lessons → Payments shows Stripe Invoice when a validated link is available, a preparing state while it is generated, or Stripe Invoice unavailable. For Premium and courses, follow the document and supplier shown for the product. The separate View documents flow remains available for an individual or group lesson supplied by a tutor.
- Read the displayed document label and supplier.
- Do not use processor proof as a fiscal invoice.
Different authorities
The processor confirms payment, while the supplier identified for the product is responsible for its fiscal document.
Expected result
You know which document you opened and which entity is responsible for issuing it.
Request the tutor's document for a tutor-supplied lesson
For an individual or group lesson supplied by the tutor, open View documents. The confirmation is non-fiscal, and the action sends a transaction-linked request without Hola25 issuing on the tutor's behalf.
- Check the supplier, paid amount and any refunded amount.
- Select Request fiscal document from tutor only once.
Expected result
The request is marked sent to the tutor or requiring support intervention, without duplication.
Read issuance and delivery separately
When a subscription or course history shows fiscal-document progress, Processing means issuance or archiving is incomplete. Requires review may refer to the document or email delivery; even after the document is ready, email delivery may still be in progress. Trial lessons do not show these stages.
- Wait while the displayed message says the invoice is being prepared.
- Retry downloading once if the product offers a download and the document is ready.
Expected result
You do not confuse file availability with delivery and avoid duplicate requests.
Review the Stripe Invoice shown under Payments
For a trial or paid 1:1/group lesson, the account that paid sees Loading… while the link is checked, Stripe Invoice is being prepared while Stripe generates it, then Stripe Invoice when a validated link is available or Stripe Invoice unavailable. For a parent-paid lesson, only the parent who paid can see the child's document; Group access remains bound to the exact seat.
- Open My lessons → Payments from the account that paid.
- For help with the payment or Stripe Invoice, contact support with the payment reference and no sensitive tax data.
Expected result
You see the Stripe proof available under Payments without mistaking it for a fiscal invoice.
Request refund help from the correct product
Conditions and authority differ between subscriptions, lessons and courses. Review the Refund Policy and the details shown for the payment, then contact support from the product context when payment or access does not match.
- Note the reference, amount and displayed stage without sensitive data.
- Send one support request linked to the transaction.
Expected result
The team receives product context and can review payment without assuming one rule covers every purchase.
If something does not work
Which Stripe document appears under Payments for a lesson?
My lessons → Payments shows Stripe Invoice, a preparing state or Stripe Invoice unavailable for Trial and paid 1:1/group lessons. For help, contact support from the paying account.
The Stripe Invoice is unavailable.
Check that payment is complete and use the account that paid. Do not pay again; if the link is missing, contact support with the transaction reference.
Another product says the invoice is ready, but downloading fails.
Retry from the same paying account. If the error continues, contact support with the transaction reference.
The request to the tutor requires support.
Do not submit a duplicate. The request is already recorded and needs intervention from the Hola25 team.
Frequently asked questions
Where do I find the receipt for a payment I made on Hola25?
Open the history for the product you bought. For a trial lesson, use My lessons → Payments from the account that paid and open Stripe Invoice. The link appears only when a validated Stripe Invoice is available and does not replace the Hola25 fiscal invoice.
How do I receive a fiscal invoice for my Premium subscription?
Use Subscription history and the actions shown for that period. Its source and age determine the available documents; the Premium guide separately covers web purchase, App Store and voucher periods.
I want my money back. How do I request a refund?
Review the policy and message in the product you bought. Some cancellations may start a refund, while other cases need support review; do not pay again while the refund is processing.
What's the difference between a receipt and an invoice?
Stripe proof confirms payment processing. A fiscal document is separate and depends on product and supplier: Hola25 for flows identified that way, or the tutor or creator when they are the displayed supplier.
I bought a lesson or a course. Is the invoice here?
For a trial lesson, My lessons → Payments shows Stripe Invoice or Stripe Invoice unavailable. The Hola25 fiscal invoice, its status and its download remain separate. Contact support for help. Other lessons and courses keep the actions and documents shown in their own history.
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