Refund Policy

1. Purpose and Scope

1.1 Purpose – This Refund Policy sets out the terms under which Tipz will facilitate refunds for transactions processed through the Tipz Platform. It applies to both Users and Merchants and forms part of the Terms and Conditions.

1.2 Scope – Tipz processes payment transactions via authorised third-party payment gateways (Magnati, Mashreq and Network International). Although Tipz facilitates refund requests, the ultimate determination and issuance of refunds rest with the Merchant and the payment processor. Tipz does not guarantee refunds and is not responsible for delays attributable to banks or payment processors.

2. Eligibility for Refunds

2.1 Valid Reasons – Refund requests may be considered under the following circumstances:

• Duplicate or Multiple Charges: if the User is charged more than once for the same transaction.

• Incorrect Amount: if the amount charged differs from the amount authorised by the User at checkout.

• Service Not Received: if the User did not receive the goods or services ordered (e.g., the merchant did not deliver the item or refused service).

• Fraudulent Transactions: if the payment was made without the User’s authorisation.

2.2 Non-Refundable Circumstances – Refunds will not be granted for dissatisfaction with the quality of food or service (unless the Merchant voluntarily offers a refund), for change of mind after the service is delivered, or where prohibited by law.

3. Refund Process

3.1 Initiating a Refund – Users must first contact the Merchant to request a refund and provide details of the transaction. If the Merchant agrees, they may initiate the refund through the Merchant. In the event of a dispute, the User may email Tipz at [email protected] for assistance.

3.2 Tipz Assistance – Upon receiving a refund request, Tipz may liaise with the Merchant and the payment processor to facilitate the reversal of the transaction. Tipz may require documentation (such as receipts or correspondence) to investigate the request. Tipz does not make any independent determination of eligibility but may provide reasonable support to both parties.

3.3 Timeline – Once a refund is approved by the Merchant and the payment processor, the funds will be returned to the User’s original payment method. The time taken for the funds to appear in the User’s account depends on the issuing bank or card network. Tipz cannot control or expedite this timeline.

3.4 Refund of Fees – Service fees charged by Tipz or the payment processor may be non-refundable, except where required by law. Merchants remain liable for fees on refunded transactions unless otherwise agreed with Tipz.

4. Chargebacks and Disputes

4.1 Chargebacks – Users may have the right to initiate a chargeback directly with their card issuer under the card network’s rules. Tipz may be required to share transaction details with the Merchant and payment processor to respond to chargebacks.

4.2 Merchant Liability – Merchants are responsible for all chargebacks, reversals, fees and penalties assessed by the payment processor arising from transactions processed via the Platform. Tipz may deduct such amounts from settlements owed to the Merchant or invoice the Merchant directly.

5. Modifications

Tipz may modify this Refund Policy at any time. Changes will be posted on www.tipz.ae. Continued use of the Platform after modifications constitutes acceptance of the updated policy.

6. Contact

For questions about refunds, please contact the Merchant in the first instance. If you require further assistance, email Tipz at [email protected].