Refund Policy

1. Introduction

At AquaPass, we strive to provide the highest quality service for all your bus and metro pass top-up needs. This Refund Policy outlines the conditions under which we provide refunds for our services. By using our services, you agree to the terms of this Refund Policy.

2. Refund Eligibility

Due to the nature of our digital top-up services, refunds are generally not available once a transaction has been processed. However, we understand that exceptional circumstances may arise. You may be eligible for a refund in the following situations:

2.1 Technical Errors

If a technical error on our part results in:

• Your transit pass not being topped up after payment has been processed
• Multiple charges for a single top-up request
• Incorrect amount being loaded to your transit pass

2.2 Service Not Provided

If we are unable to provide the top-up service you paid for due to:

• System outages lasting more than 24 hours
• Discontinuation of service for your specific transit pass type

2.3 Ineligible for Refund

Refunds will not be provided in the following circumstances:

• Change of mind after a successful top-up
• User error in entering transit pass details
• Duplicate top-ups made by the user
• Any issues with the transit authority's systems that are beyond our control
• Failure to use the topped-up credit on your transit pass

3. Refund Process

If you believe you are eligible for a refund based on the criteria above, please follow these steps:

1. Contact our customer support team within 7 days of the transaction date
2. Provide your transaction reference number, which can be found in your confirmation email
3. Explain the reason for your refund request and provide any supporting evidence
4. Our team will review your request and respond within 3 business days
5. If approved, refunds will be processed to the original payment method used for the transaction

You can contact our customer support team through:

• Email: [email protected]
• Phone: +971 2 123 4567
• Contact form on our website

4. Refund Timeframes

If your refund request is approved, please be aware of the following timeframes:

• Credit/Debit Card Payments: 5-10 business days for the refund to appear on your statement
• Bank Transfers: 3-5 business days for the refund to be processed
• Digital Wallets (Apple Pay, Google Pay): 1-3 business days for the refund to appear in your account

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account depends on your payment provider's policies and processing times.

5. Exceptions and Special Circumstances

We understand that unique situations may arise that are not covered by our standard refund policy. In such cases, we review requests on a case-by-case basis. Please contact our customer support team with details of your situation for consideration.

5.1 Fraudulent Transactions

If you believe an unauthorized transaction has been made using your payment details, please:

• Contact your bank or payment provider immediately to report the unauthorized charge
• Notify our customer support team with details of the transaction
• We will cooperate fully with any investigation into fraudulent activities

5.2 Service Outages

In the event of extended service outages or technical issues on our platform that prevent you from using our services, we may offer:

• Full or partial refunds
• Service credits for future top-ups
• Alternative compensation as appropriate to the situation

6. Cancellations

Due to the immediate nature of our top-up services, cancellations are generally not possible once a transaction has been submitted. However:

• If you contact us immediately after submitting a transaction (within 5 minutes) and the top-up has not yet been processed, we may be able to cancel the request
• For scheduled future top-ups, cancellations are possible up to 24 hours before the scheduled processing time

To request a cancellation, please contact our customer support team immediately with your transaction details.

7. Contact Us

If you have any questions about this Refund Policy, please contact us at:

AquaPass
Pearl Tower, Floor 12
Corniche Road, Al Markaziyah
Abu Dhabi, United Arab Emirates

Email: [email protected]
Phone: +971 2 123 4567