Refund & Cancellation Policy

Business/Service Name: TIPMAS Ecosystem – Financial Services
Business Entity: Turbo Travelers Agency Limited
Website: https://tipmas.co
Effective Date: 9 October 2026
Policy Version: 1.0

1. Purpose of the Policy

TIPMAS Ecosystem, operating through Turbo Travelers Agency Limited, is committed to providing transparent, secure, and reliable financial services to its customers. This Refund and Cancellation Policy establishes the procedures and conditions governing refunds, payment cancellations, failed transactions, duplicate payments, disputed transactions, and customer requests to reverse eligible payments.

The purpose of this policy is to protect customers, promote fair business practices, ensure transparent transaction handling, and comply with applicable laws, payment service provider requirements, and relevant regulatory obligations in Uganda.

2. Scope of Application

This policy applies to customers using TIPMAS Ecosystem services through its website, digital platforms, authorized payment channels, and participating merchants, where applicable.

It covers eligible transactions involving:

• Payments for services offered through the TIPMAS Ecosystem platform.
• Customer deposits and account funding.
• Merchant payments and transfers.
• Withdrawal requests and payment processing.
• Duplicate, failed, incomplete, or incorrectly processed transactions.
• Eligible service cancellations and refund requests.

Where a service is provided by a third-party merchant or payment provider, the applicable contractual terms and responsibilities will be communicated to the customer. TIPMAS Ecosystem will assist with eligible complaints and transaction investigations within its control.

3. General Refund Principles

TIPMAS Ecosystem will assess refund requests fairly, consistently, and transparently. Refund eligibility depends on the nature and status of the transaction, the service involved, the evidence provided, applicable contractual terms, and applicable law.

A refund may be considered in the following circumstances:

1. Failed transactions: A payment was debited from a customer's account, but the intended service or transaction was not completed.
2. Duplicate payments: A customer was charged more than once for the same service or transaction.
3. Incorrect processing: A verified system or processing error resulted in an incorrect amount being charged or transferred.
4. Cancelled services: A service was cancelled before delivery and the payment is eligible for a refund under the applicable terms.
5. Unauthorized transactions: A customer reports a transaction they did not authorize, subject to investigation and applicable legal and payment-provider procedures.
6. Other legally required refunds: A refund is required by applicable law, a competent authority, or the relevant payment-provider rules.

All refunds are subject to reasonable verification and reconciliation procedures. Customers will not be charged undisclosed refund or cancellation fees.

4. Cancellation Policy

Customers may request cancellation of a pending payment, service order, or withdrawal request by contacting customer support.

A cancellation may be accepted if:

• The transaction has not been completed or irreversibly processed.
• The payment has not already been settled to the recipient.
• The request meets the applicable service terms and cancellation conditions.
• Cancellation is permitted under applicable law and payment-provider rules.

Once a payment or transfer has been successfully completed, it may not be possible to cancel or reverse it automatically. In such cases, TIPMAS Ecosystem will assess whether recovery, correction, or a refund is possible.

Cancellation requests do not guarantee that funds will be recovered, particularly where funds have already been transferred to another account or recipient.

5. Deposits and Account Funding

Where customers fund an account or deposit money through supported payment channels, the following conditions apply:

• A successfully credited deposit will be reflected in the customer's account according to the applicable processing procedures.
• If a deposit is debited but not credited, the customer may request an investigation.
• Duplicate deposits or deposits processed incorrectly will be investigated and corrected where verified.
• Refunds of unused account balances may be requested where permitted by the applicable service terms, legal requirements, and any relevant account restrictions.
• Refunds may be delayed where verification, fraud prevention, anti-money laundering checks, or legal obligations require further review.

Any applicable service charges, processing fees, minimum transaction amounts, or withdrawal conditions must be disclosed to customers before they confirm the relevant transaction.

6. Withdrawals and Transfers

Customers may request cancellation of a withdrawal or transfer while it remains pending, provided the transaction has not entered a stage where cancellation is no longer possible.

For withdrawals or transfers that fail because of a verified technical or processing error, TIPMAS Ecosystem will investigate the transaction and arrange correction, reprocessing, or a refund where appropriate.

A completed transfer to the correct recipient using the details authorized by the customer is generally not automatically refundable. Where an incorrect recipient or unauthorized transaction is reported, TIPMAS Ecosystem will investigate and take reasonable recovery or corrective steps where possible.

Customers must provide accurate recipient details and protect their account credentials and transaction authorization information.

7. Non-Refundable Transactions

Subject to applicable law and the specific terms governing a service, refunds will generally not be available for:

• Successfully completed and correctly authorized transactions where the service has been delivered.
• Transactions that cannot be reversed because the funds have already been settled, except where a refund or remedy is required by law or applicable rules.
• Services already fully provided in accordance with the agreed terms.
• Losses arising solely from market-price changes or changes in the value of a financial product, where applicable and lawfully disclosed.
• Transactions affected by customer error where recovery is impossible, subject to any rights or remedies provided by applicable law.

This section does not exclude a customer's statutory rights, claims involving unauthorized transactions, or remedies available for errors, misrepresentation, non-delivery, or breach of contract.

8. Refund Request Procedure

Customers seeking a refund should contact TIPMAS Ecosystem Customer Support through the official contact details listed below.

Customers should provide:

1. Full name registered on the platform.
2. Registered telephone number or email address.
3. Transaction reference or payment identification number.
4. Transaction date and amount.
5. Payment method used.
6. Reason for the refund or cancellation request.
7. Relevant receipts, confirmation messages, or supporting documents, where available.

Customers must not send passwords, PINs, one-time verification codes, or complete payment-card security details to customer support.

TIPMAS Ecosystem may request additional information reasonably necessary to verify a transaction or investigate a complaint. Customer information will be handled in accordance with applicable data protection and privacy requirements.

9. Refund Processing Time

TIPMAS Ecosystem aims to acknowledge refund requests within two (2) business days and complete the initial review within five (5) business days after receiving sufficient information.

Where a refund is approved, the refund will normally be initiated within five (5) business days after approval, subject to verification, reconciliation, applicable legal requirements, and the capabilities of the payment provider.

The time taken for funds to appear in the customer's account may depend on the originating payment method, bank, mobile money operator, card issuer, or other payment service provider.

Where an investigation requires additional time, TIPMAS Ecosystem will inform the customer of the reason for the delay and provide an update on the expected next steps.

These are service targets, not a guarantee that every case will be resolved within the stated periods. Mandatory statutory or payment-provider deadlines will take precedence.

10. Refund Method

Approved refunds will, wherever reasonably possible and legally permitted, be returned through the original payment method used for the transaction.

If the original payment method cannot accept the refund, an alternative method may be considered after appropriate identity and account verification.

Refunds will only be made to a verified account or payment destination belonging to the customer, unless a different arrangement is legally required or properly authorized.

TIPMAS Ecosystem will not request an additional payment merely to release a legitimate refund.

11. Unauthorized Transactions and Fraud Reports

Customers who suspect unauthorized account access, fraudulent payments, or transactions they did not approve should notify TIPMAS Ecosystem immediately.

The business will:

• Record the complaint and relevant transaction details.
• Conduct an appropriate review of available transaction records.
• Apply reasonable account-protection or transaction-restriction measures where necessary and permitted.
• Coordinate with the relevant bank, mobile money operator, payment provider, merchant, or other competent party where appropriate.
• Communicate the outcome and any available corrective measures to the customer.

Refunds and liability will be determined following the investigation, applicable law, and relevant payment-provider rules. Reporting a transaction does not automatically guarantee reimbursement.

12. Complaints and Dispute Resolution

Customers who are dissatisfied with a refund decision or transaction outcome may submit a complaint through the official customer support channels.

TIPMAS Ecosystem will review the complaint impartially, examine relevant records, and communicate its decision and the reasons for that decision.

Where a complaint cannot be resolved internally, the customer may pursue any applicable remedies through the relevant payment service provider, competent Ugandan regulator, consumer-protection authority, or other lawful dispute-resolution mechanism.

Nothing in this policy limits a customer's right to approach a competent authority or exercise a legal right.

13. Customer Support and Contact Information

Customers may submit refund, cancellation, and transaction-dispute requests using the following official contact details:

Business Name: TIPMAS Ecosystem – Financial Services
Operating Entity: Turbo Travelers Agency Limited
Customer Support Email: support@tipmas.co
Telephone: +256 200 902826
Business Address: Nansana, Wakiso; Kabuusu, Lubaga, Kampala, Uganda
Website: https://tipmas.co

Customers are encouraged to retain transaction receipts, reference numbers, and all relevant communications until their requests have been resolved.

14. Policy Amendments

TIPMAS Ecosystem reserves the right to review and update this policy when necessary to reflect changes in its services, payment-processing arrangements, applicable laws, regulatory requirements, or operational procedures.

The current version will be made available through the official website or other appropriate customer communication channels. Changes will not remove rights that customers are entitled to under applicable law.

15. Compliance and Approval

Turbo Travelers Agency Limited, in connection with the operation of TIPMAS Ecosystem financial services, is responsible for implementing this policy within the scope of its actual services and contractual obligations.

The business will maintain appropriate transaction records, refund decisions, complaint records, and supporting documentation in accordance with applicable legal, regulatory, accounting, and data-protection requirements.