Refund & Cancellation Policy

1. Your legal rights

This policy applies in addition to your rights under UK consumer law. Nothing here removes or limits any rights that cannot legally be excluded.

If a product is faulty, damaged, not as described, or a service is not provided with reasonable care and skill, you may have statutory rights to a repair, replacement, price reduction or refund.

2. Cancelling a physical card order before dispatch

If you want to change or cancel a physical card order, contact us as soon as possible at info@tapupcard.com.

If fulfilment has not started, we will normally be able to cancel the order and refund the amount paid.

If production, custom branding or other irreversible personalisation has already started, cancellation may no longer be possible for the personalised part of the order.

3. Standard, non-personalised physical cards

If you are a consumer buying a standard, non-personalised physical card online, you normally have 14 days from the day after receiving the goods to tell us that you want to cancel.

After notifying us, you normally have a further 14 days to return the goods.

You are normally responsible for return postage unless the item is faulty, damaged on arrival or we sent the wrong product.

You may inspect the product as you would in a shop. If handling beyond that reduces its value, we may make a lawful deduction from the refund.

4. Custom-branded or clearly personalised products

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised.

This may apply where TapUpCard produces a card with customer-specific printed branding, artwork, names, logos or other physical personalisation requested by you.

5. Faulty, damaged or incorrect physical products

Please contact us as soon as reasonably possible if your order arrives faulty, damaged or incorrect. Include your order number and, where helpful, photographs showing the issue.

Where required by law, we will provide an appropriate remedy such as replacement, repair or refund. If we ask you to return a faulty or incorrect item, we will cover reasonable return costs.

6. TapUp AI subscriptions

TapUp AI is currently an Early Access service and remains subject to availability while the required Google Business Profile production integration is being finalised. It is a recurring subscription service unless the checkout page says otherwise.

14-day cancellation period

If you are a consumer, you normally have 14 days from entering into the subscription contract to cancel.

If you expressly ask us to begin providing the service during that cancellation period, we may deduct a proportionate amount for the service already supplied before you cancel, where permitted by law.

After the initial cancellation period

You can cancel your recurring subscription before the next renewal. Cancellation stops future renewal payments and normally takes effect at the end of the period already paid for.

Payments for a subscription period that has already started are normally not refundable unless required by law or we agree otherwise.

7. AI setup fee

Some TapUp AI plans include a one-off setup fee. The setup fee covers onboarding and configuration work associated with getting the service ready for your business.

If you are a consumer and cancel during the applicable 14-day cancellation period before setup work has started, the setup fee will normally be refunded.

If you expressly ask us to begin setup work during that period and work has already been carried out, we may retain or deduct a proportionate amount reflecting the work completed, where permitted by law.

8. Digital profile and configuration services

TapUp Review and TapUp Connect may include account setup, activation, destination-link configuration or digital-profile services.

Where you are a consumer and ask us to begin providing a digital or service element during a statutory cancellation period, your refund may be reduced by a proportionate amount for work already completed where the law allows.

This does not remove any separate cancellation right that may apply to a standard, non-personalised physical card.

9. Delivery charges and return postage

Where a consumer validly cancels an eligible online order, we will refund the standard outbound delivery charge paid, up to the cost of our least expensive standard delivery option offered for that order.

Extra amounts paid for premium or expedited delivery are not normally refundable beyond that standard amount.

For change-of-mind returns, you are normally responsible for return postage. This does not apply where the product is faulty, damaged or incorrect.

10. How refunds are paid

Approved refunds will normally be returned to the original payment method.

For an eligible cancelled goods order, we may wait until we receive the returned goods or you provide evidence that they have been sent back, whichever happens first.

Once a refund is issued, your bank or payment provider may take additional time to show it in your account.

11. Business customers

If you purchase wholly or mainly for business purposes, statutory consumer cancellation rights may not apply. Your cancellation and refund rights will instead depend on these terms, the order agreed with us and any rights that cannot legally be excluded.

This does not affect remedies available for faulty, misdescribed or improperly supplied products or services.

12. How to request a cancellation, return or refund

Email info@tapupcard.com and include:

• your name;
• your order number or account email;
• the product or subscription concerned;
• whether you want to cancel, return or report a problem; and
• a brief explanation and photographs where relevant.

You do not need to give a reason when exercising a statutory change-of-mind cancellation right.

13. Returns address

14. Contact us

If you have a question about a cancellation or refund, contact: