Overview
At CardPassUp, we strive to ensure your complete satisfaction with our transit card services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.
Please note that our refund policies are designed in accordance with Abu Dhabi transportation authority regulations and may differ from standard retail refund policies.
Refundable Transactions
The following types of transactions may be eligible for refunds:
| Transaction Type |
Refund Eligibility |
Time Frame |
| Failed Card Recharge |
Full refund of the charged amount |
Within 7 business days |
| Double Payment |
Refund of the duplicate charge |
Within 7 business days |
| Service Fee |
Full or partial refund if service not provided |
Within 30 days of transaction |
| New Card Fee (Unused) |
Full refund if card not issued |
Within 14 days of payment |
Non-Refundable Transactions
The following transactions are generally not eligible for refunds:
- Successful Card Recharges: Once a balance has been successfully loaded onto a transit card, it cannot be refunded as per Abu Dhabi transportation authority regulations.
- Used Cards: The fee for cards that have been issued and activated cannot be refunded.
- Processing Fees: Administrative and processing fees are non-refundable unless required by law.
- Expired Refund Requests: Requests made outside the specified time frames listed above.
Special Circumstances
We understand that special circumstances may arise. In the following cases, we may consider refund requests on a case-by-case basis:
- Lost or Stolen Cards: While the physical card fee is non-refundable, the balance may be transferred to a replacement card (transfer fees may apply).
- System Errors: If our system experiences technical issues that affect your transaction, we will work to resolve the issue and may issue appropriate refunds.
- Service Unavailability: If you are unable to use our services due to extended system downtime or service interruptions on our end.
Refund Process
To request a refund, please follow these steps:
- Contact our customer service team at [email protected] or call +971-2-555-8732.
- Provide your transaction details, including date, amount, and transaction reference number (if available).
- Explain the reason for your refund request.
- Our team will review your request and respond within 2 business days.
- If approved, refunds will be processed to the original payment method when possible.
Refund Processing Time
Once a refund is approved:
- Credit/debit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer's policies.
- Bank transfers may take 3-5 business days to process.
- Cash refunds are only available for in-person transactions at our service centers and can be processed immediately upon approval.
Automatic Recharge Cancellations
If you have set up automatic recharges for your transit card:
- You may cancel future automatic recharges at any time through your account settings or by contacting customer service.
- Cancellations will be effective immediately for future scheduled recharges.
- Recharges that have already been processed before cancellation are subject to our standard refund policy as outlined above.
Contact Information
If you have any questions about our Refund Policy, please contact us at:
Email: [email protected]
Phone: +971-2-555-8732
Address: Al Wahda Mall, Level 2, Abu Dhabi, United Arab Emirates
Back to Home