Refund Policy
Draft: this page is waiting on review by a lawyer before TapHaul launches. It describes how the app works today.
How payment works
You pay the full delivered price when you place an order. TapHaul holds the money and pays the provider only after the delivery is confirmed, so problems can be fixed before anyone is paid.
Cancelling before the truck leaves
Until a truck leaves the yard you can cancel the order in the app and get a full refund of everything you paid: materials, delivery, the service fee, tax and any tip. There is no cancellation fee. A checkout you started but didn't pay for is voided.
After the truck leaves
Once a truck is on the way the app no longer lets you cancel. Contact support@taphaul.com. The provider may already have costs such as loading and driving, so we work out what is fair with you and the provider and refund what we can.
Loads that never arrive
If a load is cancelled or can't be delivered, you get that share back when the order settles. For example, on a three-load order where one load arrives, two thirds of the order (materials, delivery, service fee and tax) comes back. If nothing arrives, everything comes back, tip included. Tips otherwise go to the provider in full.
Something wrong with a delivery
Use Report a problem on the order, ideally before it confirms; a delivery confirms itself 24 hours after the photographed drop unless you confirm it sooner. Tell us what went wrong and add photos if you can. We review every report and can refund all or part of the order, including after the provider has been paid.
Card disputes
You can always dispute a charge with your bank. While a dispute is open the payment stays held and we can't issue a refund ourselves; the bank decides where the money goes.
Card surcharge
If you paid a credit card surcharge, a refund gives back the same share of it as of the order.
How refunds reach you
Refunds go back to the card or account you paid with. Stripe sends them right away, and banks usually take 5 to 10 business days to show them. The order in the app shows what was refunded.
Other bookings
If a booking screen shows its own cancellation terms, those apply to that booking. Otherwise this policy applies.
Contact
Questions about a refund: support@taphaul.com, with your order number.