Refund Policy

Last updated: June 1, 2023

1. Introduction

This Refund Policy outlines the guidelines and procedures for refunds related to hafilat recharge services provided by Bus Charge ("we", "our", or "us") through our website buscharge.shop and our mobile application.

By using our services, you agree to the terms outlined in this Refund Policy.

2. General Refund Policy

Due to the immediate nature of our hafilat recharge service, all transactions are considered final once processed. When you submit a recharge request and it is successfully processed, the funds are immediately transferred to your Hafilat card account, making the transaction irreversible.

3. Circumstances for Refund Consideration

While most transactions cannot be refunded, we may consider refund requests under the following exceptional circumstances:

3.1. Technical Errors

If a technical error on our part results in a failed transaction where funds have been deducted from your payment method but not credited to your Hafilat card, we will investigate and may issue a refund or complete the recharge.

3.2. Duplicate Transactions

If our system erroneously processes the same transaction multiple times resulting in duplicate charges, we will refund the duplicate amount after verification.

3.3. Unauthorized Transactions

In cases where you can provide evidence that a transaction was made without your authorization, we will investigate and may issue a refund in accordance with applicable laws and regulations.

4. Refund Process

To request a refund, please follow these steps:

  1. Contact our customer support team within 48 hours of the transaction at [email protected] or call +971 2 555 1234.
  2. Provide your transaction ID, Hafilat card number, date and time of the transaction, and the reason for requesting a refund.
  3. Include any supporting documentation or evidence related to your refund request.

5. Refund Timeline

If your refund request is approved:

  • Credit/Debit Card payments: Refunds will be processed back to the original payment method within 7-14 business days, depending on your bank or card issuer's policies.
  • Digital Wallet payments (Apple Pay, Google Pay): Refunds will typically be processed within 3-5 business days.

6. Non-Refundable Scenarios

Refunds will not be issued in the following situations:

  • When you have entered an incorrect Hafilat card number and the funds have been credited to that account.
  • When you change your mind after a successful transaction.
  • When a refund request is submitted more than 48 hours after the transaction.
  • When the refund is requested due to issues with the Abu Dhabi public transportation system that are beyond our control.

7. Cancellation Before Processing

If you need to cancel a recharge request, you must do so before confirming the final payment. Once payment is confirmed and processed, the transaction cannot be canceled.

8. Contact Us

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

  • Email: [email protected]
  • Phone: +971 2 555 1234
  • Address: Al Wadha Bus Station, Abu Dhabi, UAE