Can I cancel or get a refund for my transfer?
We understand that things do not always go to plan. Here is what to know if you need to cancel a transfer or request a refund. We will always be honest with you about what is possible for your specific transfer.
Your transfer has not yet been delivered
Once you confirm a transfer, it is processed immediately and cannot ever be cancelled.
If you are a US customer, see What are my rights when sending money from the United States? for more information about your cancellation rights.
Your transfer is already delivered
Refunds may be hard to get, especially for bank and mobile money transfers. We give you the opportunity to review and edit the details of your transfer before validating it. Make sure you are extra careful when sending money.
In some cases, we may be able to recall your transfer and give you a refund, for example:
- For cash pickup transfers, if your recipient has not yet collected the cash
- When our local partner allows reversals
We cannot guarantee a successful refund in every case. When you contact us about a potential cancellation, we will look into whether a reversal request is possible for your transfer. We may be able to contact our local partner in the destination country and ask them to recall the funds.
Whether this is possible depends on several factors:
- Not all of our partners accept reversal requests; this varies by country and delivery method
- If the recipient has already received or used the funds, a reversal is unlikely to succeed
- In most cases, the recipient needs to agree to the reversal
We need to contact several partners or providers. That's why these requests take time and sometimes require several back and forth. If you know the recipient, it might be easier to contact them directly to arrange the refund. Taptap Send will always be supportive and try the maximum to help you but no positive outcome can be guaranteed.
If you were scammed, please note that getting a reversal may be challenging because of the reasons explained above. Even so, we will always try our best to help you.
How to request a cancellation or refund
Contact our support team as soon as possible:
- Tap your initials (top-left)
- Select Support
- You'll be shown articles relevant to your issue first. If they don't answer your question, tap I still need help at the bottom to get in touch directly
The sooner you get in touch, the better the chance we can help.
How long does a refund take?
Recalling money can take time. We depend on our local partner to investigate and respond, and timelines vary. They also will have to contact the local bank or providers and they may take some time to answer. We will keep you updated as we hear back, but please be aware this process may take longer than a standard refund.
Still need help? Contact our support team through the app.