Refund policy

When we refund, when we don't, and how to ask.

The short version

We refund:

• Charges made within 14 days of signup if you haven't used the service meaningfully
• Duplicate charges from a card or system error on our side
• Charges after a confirmed cancellation

We don't refund:

• Annual plans mid-term (you can cancel, service runs to end of year)
• Monthly plans mid-cycle (you can downgrade or cancel, service runs to cycle end)
• Overage charges from your own usage
• "I forgot to cancel" (but see below)

The 14-day refund

If it's been less than 14 days since your first paid charge and you've sent fewer than 10 outbound SMS, email support with your invoice number and we'll refund. No questions, no exit interview.

The "forgot to cancel" rule

We don't have a strict policy on this. We look at each case. If you haven't logged in for 60+ days and the charge was a renewal, ask us. We usually say yes.

If you've been actively using TapText and charges have processed for months, we'll generally credit the most recent month against future use rather than refund cash.

Duplicate charges

If you see two charges for the same cycle, that's a payment processor glitch. Email support with both invoice numbers, we refund the duplicate within 2 business days.

Card chargebacks

Please email us before raising a chargeback with your bank. Chargebacks cost both sides $20 or more in fees and we can almost always resolve the issue directly. We don't fight legitimate refund requests.

How to request a refund

Email hello@taptext.com.au with:

1. Your account email
2. Invoice number(s)
3. Brief reason

Most refund decisions come back within 1 business day. The actual refund hits your card 3 to 5 business days after approval.

Annual plan exceptions

The only mid-annual refunds we do:

• Account closed due to a death or business closure (with documentation)
• Service-side outage that materially affected your ability to use TapText for more than 30 days in the year