Refund & Cancellation Policy

Last updated: 3 November 2026

This policy covers two kinds of payments:

• Part A — Tapio subscriptions and trials: plans restaurants buy from Tapio at tapiopay.com. Tapio is the seller.
• Part B — Restaurant bills paid through Tapio: when a guest pays a restaurant bill by scanning a Tapio QR code. The restaurant is the seller; it decides on refunds and Tapio processes them through our payment partner Paymob.

All refunds are made in Egyptian Pounds (EGP) to the original payment method and usually appear within 7–14 business days, depending on your bank.

Part A — Tapio subscriptions and trials

A1. Service delivery

Tapio is a digital service; nothing is shipped. After payment, your plan is activated on your Tapio dashboard and your login details are sent by email within 1 business day. We then set up your table QR codes (free stickers included) and help you go live.

A2. Refunds

• 1-month trial (EGP 499): full refund if you ask within 7 days of payment and have not yet processed any guest payments through Tapio.
• Monthly subscription: full refund if you ask within 14 days of a payment and have not processed any guest payments in that period. After that, the current period is non-refundable, but you can cancel so you are not billed again.
• Billing errors (charged twice, wrong amount): always refunded in full.
• Transaction fees on guest payments already processed are not refundable.

A3. Cancellation

You can cancel your subscription at any time by emailing support@tapiopay.com or calling +20 120 000 7063, or simply by not paying your next invoice. Your service continues until the end of the period you have already paid for. There are no cancellation fees and no long-term contract.

Part B — Restaurant bills paid through Tapio

B1. Service delivery

Paying a bill through Tapio is a digital service with no physical shipping. Your payment is confirmed instantly on screen and to the restaurant, and a digital receipt is sent if you provide an email or phone number. The food and service are provided by the restaurant.

B2. When you can request a refund

• you were charged twice for the same bill;
• you were charged a wrong amount (e.g. items not ordered, incorrect split);
• your payment failed on screen but money was deducted;
• the restaurant agrees to refund all or part of the bill (for example, for an item not served).

Requests should be made within 14 days of the payment.

B3. Decision

• Technical errors (duplicate charge, failed payment with deduction, wrong amount caused by Tapio): Tapio verifies and refunds directly.
• Food, service or bill disputes: the restaurant reviews and decides. We will inform you of the decision within 5 business days.

Tips are refundable only if the whole bill is refunded or the tip was charged by mistake. A confirmed bill payment cannot be cancelled, because the table is settled immediately — request a refund instead.

How to request a refund

Email support@tapiopay.com or call +20 120 000 7063 with: your invoice or order number (subscriptions) or the restaurant name, date and amount (bills), the last four digits of your card, and the reason. We confirm receipt within 1 business day.

Chargebacks

If you dispute a payment with your bank, please contact us first; most issues can be solved faster directly.

Contact

Tapio Payment Solutions S.A.E. · Office No. 11, Upper Floor, West Square Mall, Commercial 3/4 B, Beverly Hills, Sheikh Zayed, Giza, Egypt · support@tapiopay.com · +20 120 000 7063