Refund Policy
Refund Policy
Effective date: 7 October 2026
This Refund Policy explains when you can cancel an order and get your money back from TAP TAP EXPRESS (operated by TAP TAP CHINA Ltd), and how refunds are paid. Please read it together with our Terms of Service.
1. Cancelling an order
What you can do depends on how far your order has got.
Before the Vendor accepts it, or while it is unpaid
You can cancel it yourself, instantly, from your order page.
- If it was unpaid, that's all — nothing was charged.
- If it was already paid, cancelling does not refund you automatically. A Request Refund button appears on your order page; tap it to start the refund.
The same applies if a Vendor rejects your order (for example, because an item is unavailable), or if our screening team rejects it: the order is cancelled and, if you had paid, you can request a refund.
After the Vendor has started preparing it
You can no longer cancel it yourself. Instead:
- Send a cancellation request from your order page or through Support.
- Our Operations team approves it (the order is cancelled) or rejects it (the order continues).
- If it is approved and you had paid, we decide case by case whether to refund in full, in part or not at all, depending on how far the order had got (for example, whether the Vendor had already prepared it).
Once a Rider has picked up a paid order
It can no longer be cancelled.
2. How refunds are paid
Every refund is checked and approved by our Finance or Operations team — refunds are never paid out automatically. When you request a refund, you choose how to receive it:
| Refund method | What to expect |
|---|---|
| Wallet credit | Credited to your TAP TAP EXPRESS Wallet as soon as it is approved. |
| Mobile money (MoMo) | Sent to you by our Finance team. Please allow up to 2 business days after approval. |
A refund can be partial — matched to the specific items affected — rather than the full order value, where that is fair.
Wallet credit can be spent on TAP TAP EXPRESS and TAP TAP MARKET but cannot be withdrawn as cash. If you later delete your account, any balance left in your Wallet is refunded to the mobile money number you give us.
3. Vendor rejections and price changes
If a Vendor rejects your order, or you turn down a Vendor's proposed change (for example, a substitute item at a different price), your order is cancelled and the refund process above applies if you had paid.
4. Delivery problems
If your order is not delivered because of a problem on our side or the Rider's side, contact Support. We review the case and decide on fair compensation, which may be a full or partial refund.
This does not apply when delivery failed because you could not be reached, gave a wrong address or refused the delivery (see section 5).
5. When we usually don't refund
- Orders delivered and confirmed with your delivery code, unless there is a genuine problem with quality or with the delivery itself.
- Deliveries that failed because you could not be reached, your phone was off, your address was wrong, or you refused the order.
- Paid orders cancelled after a Rider picked them up.
We look at every case individually and may make exceptions.
6. How to request a refund
- Open the order in the app or on the website.
- If it is eligible, tap Request Refund — or, if the order is still in progress, send a cancellation request.
- If you see neither option, contact Support and we will help.
7. Contact us
- Email: support@taptapexpres.com
- Phone / WhatsApp: the support numbers shown on the Support screen of the app and on our website
