Refund & Chargeback Policy

This Refund & Chargeback Policy (Policy) governs all refund requests, reversals, disputes and chargebacks relating to transactions processed using Tap Ease terminals and services.

This Policy forms part of, and is incorporated into, the Tap Ease Website Terms & Conditions. Capitalised terms have the meanings given in those Terms.

1. No Automatic Right to Refund

1.1 Refunds are not a right and are processed strictly at Tap Ease's discretion.

1.2 Tap Ease is under no obligation to approve a refund, even where a transaction error is alleged.

1.3 Verbal assurances or representations by drivers, operators or third parties do not bind Tap Ease.

2. Refund Request Requirements

2.1 A refund request must be submitted in the manner prescribed by Tap Ease and must include all information requested.

2.2 Without limitation, Tap Ease may require: (a) a copy of the transaction receipt; (b) passenger/customer full name and contact details; (c) a written explanation of the reason for the refund; (d) evidence of the underlying service (job number, booking record, GPS or equivalent); (e) card or account details for refund processing; (f) current driver identification; (g) confirmation from an operator or manager, where applicable; (h) any additional information reasonably required for verification.

2.3 Incomplete, inconsistent or unclear requests may be refused without further notice.

3. Grounds for Refusal

3.1 Tap Ease may refuse a refund where, in its discretion: (a) the request is inconsistent with transaction data; (b) supporting documentation is insufficient or unreliable; (c) the user has a history of frequent, unusual or suspicious refunds; (d) the refund appears to involve fund movement rather than correction of an error; (e) regulatory, compliance or risk concerns are identified.

3.2 Tap Ease is not required to provide reasons for refusal.

4. Processing Timeframes

4.1 Any stated timeframes are estimates only.

4.2 Tap Ease does not guarantee processing times and is not liable for delays caused by banks, processors or verification requirements.

5. Chargebacks

5.1 A chargeback occurs when a cardholder disputes a transaction through their bank or card issuer.

5.2 Chargebacks may be raised for reasons including unauthorised transactions, incorrect amounts or non-provision of services.

5.3 Where a chargeback occurs, the reversed amount, associated fees and penalties may be recovered from the user.

6. User Liability

6.1 You are responsible for all chargebacks, reversals, penalties and losses arising from: (a) incorrect transaction amounts; (b) failure to provide the agreed service; (c) misuse of terminals or services; (d) breach of the Terms or any Associated Policy; (e) fraudulent or misleading conduct.

6.2 Tap Ease may recover amounts by deduction, set-off, invoicing or other lawful means.

7. Withholding and Set-Off

7.1 Tap Ease may withhold, delay or set off settlements where a refund, dispute, chargeback or investigation is pending.

7.2 Withholding may continue until matters are resolved to Tap Ease's satisfaction.

8. Regulatory and Compliance Matters

8.1 Refund and chargeback activity may be monitored for fraud, misuse and regulatory compliance.

8.2 Tap Ease may disclose information to banks, processors, regulators or law enforcement as required or appropriate.

9. No Liability

To the maximum extent permitted by law, Tap Ease is not liable for losses arising from refusal of refunds, chargebacks or compliance actions taken in good faith.

10. Amendments

Tap Ease may amend this Policy at any time by publishing an updated version on its website. Continued use constitutes acceptance.

Use of Tap Ease services constitutes acceptance of this Policy.