(Info Tech Soft Limited, Company No. 16143101 – UK)
This Refund Policy applies to all transactions made via AllTap apps and websites, including:
AllTap (customer app & website)
AllTapBiz (merchant portal)
AllTapMate (rider & tasker app)
AllTap is a platform only, not a seller, service provider, or employer. Responsibility for goods, services, and delivery performance lies with the relevant merchant or rider/tasker. Refunds are available only in limited circumstances and subject to this policy.
Refunds are not automatic. They are reviewed on a case-by-case basis.
Refunds are processed only to the original payment method used.
Refunds are capped at the order value or affected portion.
Refunds do not cover consequential or indirect losses (e.g., missed events, lost income, emotional distress).
AllTap’s role is limited to facilitating payments through Stripe Connect.
Refunds may be granted only in the following cases:
Order Cancelled by Merchant → Full refund.
Order Undelivered (rider never attempted delivery) → Delivery fee refunded; item refund depends on merchant discretion.
Incorrect/Defective Items → Refund or replacement at merchant’s discretion. Customers may need to provide photographic evidence.
Technical/Payment Errors → Verified double charges or payment failures.
Refunds are not granted if:
The customer changes their mind after vendor acceptance.
The customer fails to provide valid ID for age-restricted items.
The customer is unavailable at the delivery address.
The customer is dissatisfied with taste, portion size, or service unless demonstrably “not as described.”
Delays occur due to traffic, weather, or rider availability.
If the vendor cancels after acceptance, the customer will receive a full refund for the cancelled order.
Vendors who repeatedly cancel without justification may be financially penalised or suspended.
If the rider cancels before collection, the order may be reassigned; no refund is due unless the order cannot be fulfilled.
If the rider cancels after collection without valid reason, the customer may be refunded at AllTap’s discretion. The rider may forfeit pay and face penalties.
AllTap reserves the right to cancel and refund orders in cases of:
Suspected fraud or account misuse.
Technical or pricing errors.
Force majeure (e.g., severe weather, strikes, road closures).
Orders breaching AllTap’s Terms of Service.
Refund requests must be made via the AllTap app or website within 24 hours of the order.
Customers may be required to provide:
Photos of incorrect/damaged items.
Proof of non-delivery (e.g., failed OTP confirmation).
Receipts or communication evidence.
Requests made via phone, email, or social media will not be processed.
Standard processing: 5–10 business days, depending on bank/card provider.
Technical issues or fraud investigations may extend this period.
No instant refunds are guaranteed.
Where only part of an order is affected (e.g., one out-of-stock item), a partial refund may be issued.
Delivery fees are non-refundable if a rider was dispatched, unless no delivery attempt occurred.
Refunds will not be issued in the following circumstances:
Customer dissatisfaction with taste, portion size, or quality unless objectively not as described.
Delivery delays caused by traffic, weather, or rider availability.
Customer unavailability at the delivery address.
Failure to provide valid ID for restricted items.
Change-of-mind cancellations after vendor acceptance.
AllTap may withhold or deny refunds if fraud, misuse, or abuse of the system is suspected.
Accounts repeatedly requesting refunds may be flagged, restricted, or permanently suspended.
Refunds may be frozen until investigations are complete.
Merchants are responsible for ensuring product accuracy, legality, and safety. Refund disputes regarding product quality will be directed to the merchant.
Riders are responsible for safe and timely delivery. Refunds related to delivery failure may be deducted from rider payouts where misconduct is proven.
AllTap may mediate disputes but assumes no direct liability for merchant or rider performance.
AllTap’s liability is strictly limited to the service fee retained by AllTap for the disputed order.
AllTap is not liable for:
Loss of profits or business opportunities.
Emotional distress or inconvenience.
Indirect or consequential damages.
Nothing in this policy excludes liability for fraud, gross negligence, or death/personal injury caused by AllTap’s own negligence.
AllTap’s decisions regarding refunds are final and binding.
Refunds outside the criteria of this policy will not be issued.
This policy does not affect customers’ statutory rights under the Consumer Rights Act 2015.
