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Refund Policy

Last updated: March 9, 2026

1. Overview

At TachoPay (operated by One91 Network Pte. Ltd.), we strive to ensure every transaction is processed successfully. This Refund Policy outlines the circumstances under which refunds are provided and the process for requesting one.

2. Successful Transactions

Mobile topup and data bundle recharges that have been successfully delivered to the recipient's mobile number are non-refundable. Once the operator confirms delivery of the airtime or data, the transaction cannot be reversed as it has been consumed by the telecom network.

Similarly, bill payments that have been successfully processed and confirmed by the biller are non-refundable.

3. Automatic Refunds

Refunds are automatically issued in the following cases:

  • Failed transactions: If the topup or bill payment fails to process (rejected by the operator or biller), the full amount charged will be automatically refunded.
  • Processing errors: If a system error prevents the transaction from being completed, a full refund will be issued.
  • Timeout: If a transaction remains in "pending" status for an extended period and the operator confirms it was never processed, a refund will be issued after verification.

Automatic refunds are typically processed within 1-3 business days. The refund will appear on your original payment method within 5-10 business days depending on your bank or card issuer.

4. Refund Eligibility

You may be eligible for a refund if:

  • The topup was not delivered to the recipient's number despite a successful payment
  • You were charged an incorrect amount due to a platform error
  • You were charged multiple times for the same transaction (duplicate charge)
  • The bill payment was not applied to the correct account

5. Non-Refundable Situations

Refunds will not be provided in the following cases:

  • The topup was successfully delivered but you entered the wrong phone number
  • The bill payment was processed but you provided an incorrect account number
  • The recipient's phone number has been disconnected or deactivated after the topup was delivered
  • The topup was used or consumed by the recipient
  • You changed your mind after a successful transaction
  • Exchange rate fluctuations after the transaction was completed

Important: Please verify the recipient's phone number and account details carefully before confirming your transaction. We cannot recover airtime or payments sent to incorrect numbers or accounts.

6. How to Request a Refund

If you believe you are eligible for a refund:

  1. Email us at support@tachopay.com with your order ID and details
  2. Include the transaction date, amount, and recipient number/account
  3. Describe the issue you experienced
  4. We will investigate and respond within 2 business days

7. Refund Processing

  • Approved refunds are processed to your original payment method (the card used for the transaction)
  • Refund processing time: 1-3 business days from approval
  • Bank processing time: 5-10 business days for the refund to appear on your statement
  • Refunds are issued in Singapore Dollars (SGD) for the exact amount charged

7A. Account Balance Refunds (Card Payments)

For account balance top-ups made via credit/debit card through Stripe:

  • Unused prepaid balance: If you have an unused prepaid balance from a card top-up and wish to close your account, you may request a refund of the remaining balance to your original card. A processing fee may apply.
  • Failed top-up: If your card was charged but the prepaid balance was not credited due to a system error, we will issue a full refund to your card within 3 business days.
  • Duplicate charge: If you were charged more than once for the same top-up, the duplicate amount will be refunded automatically.
  • Partial refunds: If a portion of your prepaid balance was used for transactions, only the unused portion is eligible for refund.
  • Refund method: All card payment refunds are processed back to the original card used for the top-up via Stripe. We do not refund to different cards or bank accounts.
  • Closed-loop balance: Your prepaid balance can only be used to purchase TachoPay services (recharge, bill payment). It cannot be transferred to another user, withdrawn as cash, or redeemed outside of TachoPay services.

Note: Balance credited via bank transfer or admin top-up is not eligible for card refund. These follow a separate process — please contact support.

8. Cancellation

Due to the instant nature of mobile topup services, transactions cannot be cancelled once payment is confirmed. The topup is submitted to the operator immediately upon payment confirmation. Please review all details on the confirmation screen before proceeding with payment.

9. Disputes

If you are unsatisfied with our refund decision, you may escalate the matter by emailing disputes@tachopay.com. We will review your case within 5 business days and provide a final resolution.

We encourage you to contact us directly before initiating a chargeback with your bank or card issuer. We are committed to resolving issues promptly and fairly.

10. Contact

For refund inquiries:

One91 Network Pte. Ltd. (UEN: 201005367C)
276 Yishun Street 22, #03-260, Singapore 760276
Email: support@tachopay.com
Website: tachopay.com