Customers rights when sending from the United States

For US customers only

 

What to do if you think there has been an error or problem:

 

You have the right to dispute errors or problems with your transfer. If you think there is an error or problems with your transfer please contact us as soon as possible.

 

 

You must contact us within 180 days of the date we promised that the funds would be made available to your recipient (this is in your receipt). 

 

When you contact us, please tell us all of the below:

 

  1. Your full name and registered email address
  2. The error or problem with the transfer and why you believe it is an error or problem 
  3. The full name of the person receiving the funds
  4. The amount of the transfer
  5. The transfer ID shown on the receipt.

 

We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly within that timeframe. We will tell you the results within three business days after completing our investigation. Even if we decide there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation. 

 

If you have sent your transfer to the wrong person by mistake we will do our best help but may not be able to refund the transfer.

 

What to do if you want to cancel or refund a transfer?

 

Please note that sometimes a cancellation or refund may take a little longer to reach your account due to the processing times of the banks and other parties involved in the process. Typically, we see a delay between 3-5 business days.

 

  1. For all US users: 

 

Subject to the below conditions, you have the right to cancel a transfer. 

 

In order to cancel you must contact us at the email address or telephone number shown above within 30 minutes of sending your transaction and before one of the following occurs (depending on the delivery method chosen): (i) we deposit the funds to your recipient's bank account or mobile wallet; (ii) your recipient receives funds via a delivery service; or (iii) your recipient collects the remittance. 

 

When you contact us you must provide us with all of the below:

  1. Your full name, address and phone number
  2. The amount of the transfer
  3. The transfer ID shown on the receipt

 

We will refund your money within three business days of your request to cancel as long as the funds have not already been received or collected by your recipient, or deposited into the recipient's bank account or mobile wallet. 

 

  1. If you are a resident of Alaska, Hawaii, Vermont or Washington: 

 

You also have the right to obtain a refund if we have not delivered the money we receive from you for a transfer within 10 days of receiving it. 

 

If you want a refund, you must write to us at TapTap Send Payments Co. at 228 Park Ave S., Suite 87488, New York, NY 10003-1502. If you do not receive your refund, you may be entitled to your money back, additional penalties and attorneys fees dependent on state law. 

 

  1. If you are a resident of California:

 

You also have the right to obtain a refund if we have not forwarded the money we receive from you for a transfer within 10 days of receiving it. 

 

If you want a refund, you must mail or deliver your written request to TapTap Send Payments Co. at 228 Park Ave S., Suite 87488, New York, NY 10003-1502. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney’s fees pursuant to section 2102 of the California Financial Code.

 

Fraudulent transactions / scams

 

Warning: could someone be trying to scam you? Fraudsters can pose as loved ones or as selling a service or product to trick people into sending them money. If you’re unsure about this recipient, please stop the payment now. 

 

Never share your credentials with anyone. Fraudsters will attempt to obtain your credentials to initiate unauthorised transactions. Never give your login, account, or complete debit card information to anyone. We will never ask you for any of this information.

 

Fraudulent transactions may result in the loss of consumer funds with no recourse. 




You can find more detail on your rights in the User Agreement here.

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