Refunds and complaints

Tips

A tip is a voluntary gift for good service, so it isn't refunded because you changed your mind. But mistakes happen, and we will put them right:

• Wrong amount, paid twice, or the wrong person: tell us within 14 days, with your receipt link or reference. If the tip hasn't been paid out yet, we cancel it and it is refunded to your card or account. If it has, we ask the person or business to return it and refund you when they do.
• A tip you didn't make (your card was used without your permission): tell your bank and us straight away.

Payments to a business

When you pay a business on its TapTip counter code or payment link, you are buying from that business. Ask the business first for a refund or a problem with what you bought, as you would if you had paid cash; it decides under its own policy and the law. If you can't reach it, or it doesn't respond, contact us and we will help.

Where you have a right to cancel under the Electronic Communications and Transactions Act, 2021, a refund is paid within 30 days of cancelling.

How refunds are paid

Refunds go back to the card or account you paid with, through our payment partner, in the currency you paid. TapTip's fee is refunded with a mistaken tip. Your bank may take a few days to show it.

Disputing with your bank

You can always dispute a card payment with your bank. If the payment is reversed, the money is taken back from the payout, as our terms say. Please contact us too: it is often faster.

Complaints

About a tip, a payment, a payout, your account, or how we handle your personal data:

1. Contact us by email at hello@taptipzm.com. Include your receipt reference or the phone number on your account. For personal data, write to hello@taptipzm.com.
2. We confirm we have your complaint within 2 working days.
3. We answer within 10 working days. If it needs longer, for example because a payment partner must check, we tell you why and when to expect an answer.
4. Still not resolved? Ask for it to go to TapTip's consumer service officer, who reviews it again. You can also take it to the Competition and Consumer Protection Commission, to the Bank of Zambia for payment matters, or to the Office of the Data Protection Commissioner for personal data.

We keep a record of every complaint and how it was resolved, for 2 years after it is closed.

Who we are

Company

TAPTIP INVESTMENT LTD, a private company registered in Zambia

Registration (PACRA)

to be added

Registered address

to be added

Phone

to be added

Email

hello@taptipzm.com

Data protection officer

hello@taptipzm.com

Data Protection Commissioner registration

to be added

See also our terms and privacy notice.