Refunds and disputes

This page explains what to do if you want money back from a payment made through Tamapay, or if you think a payment is wrong. It forms part of our terms of use.

Your payment goes to your developer, so whether you get money back for reasons to do with the property, such as cancelling a reservation, backing out of a sale or a delay in turnover, depends on your contract with the developer and the law. Contact your developer about these.

If your developer approves a refund of a payment made through Tamapay, we can return it to the card or account you paid with, on the developer's instruction.

Tell us directly if something went wrong with the payment itself, for example:

• you were charged twice for the same payment;
• the amount charged is different from the amount you confirmed;
• you were charged but your payment did not go through;
• an auto-debit ran after you had cancelled it;
• you see a payment you did not make.

If we find that the error was ours or our partners', we will refund the incorrect amount.

Contact us through our contact page within 30 days of the payment. Include:

• your name and the email address you paid with;
• the payment reference from your receipt;
• the developer and unit the payment was for;
• what went wrong, with a screenshot of the charge if you have one.

If you think your card was used without your permission, also contact your card issuer straight away.

We will acknowledge your request within 2 business days and aim to give you a decision within 10 business days. If we need to check with your developer or a bank, we will tell you and keep you updated.

Refunds go back to the card or account you paid with. We cannot send a refund to a different card, account or person.

Once we issue a refund, it usually takes 5 to 15 business days to appear, depending on your bank or card issuer. If your bank converted the payment from another currency, the amount you get back may differ because of exchange rates and bank fees.

You may dispute a card charge with your card issuer. We ask that you contact us first, as we can often fix a payment problem faster.

If you file a dispute, we will share the payment record with your issuer and your developer. If a charge is reversed for a payment you actually owed, your developer may treat that amount as unpaid under your contract.

Use our contact page.