Refund Policy
Last Updated: May 29, 2025
This Refund Policy outlines the terms and conditions for refunds related to SmartTransit's electronic public transportation card services. We strive to provide excellent service, but we understand that there may be circumstances where a refund is appropriate.
1. General Refund Policy
Due to the nature of our electronic transit card recharge services, all transactions are generally considered final once processed. However, we recognize that certain situations may warrant a refund, as outlined below.
2. Eligible Refund Circumstances
Refunds may be considered in the following situations:
- Technical Errors: If a technical error on our part results in a failed transaction where your payment was processed but your card was not recharged.
- Double Charging: If you were charged twice for the same transaction.
- Unauthorized Transactions: If your account was used to make unauthorized transactions (subject to verification).
- Service Unavailability: If you were unable to use our service due to extended system downtime (more than 24 hours) after making a payment.
- Lost or Stolen Cards: If your transit card was reported lost or stolen before the recharged amount could be used (subject to verification with the transit authority).
3. Non-Refundable Circumstances
Refunds will generally not be provided in the following situations:
- Change of mind after a successful recharge
- Incorrect amount selected by the customer during the recharge process
- Unused card balance after the card's expiration date
- Disputes related to the transit authority's services or policies
- Refund requests made after 30 days from the transaction date
4. Refund Process
To request a refund, please follow these steps:
- Contact our customer support team at [email protected] or call +971 2 555 1234 within 30 days of the transaction.
- Provide your transaction details, including:
- Transaction ID or reference number
- Date and time of the transaction
- Amount charged
- Transit card number
- Reason for the refund request
- Our customer support team will review your request and may ask for additional information or documentation.
- You will be notified of the decision regarding your refund request within 5-7 business days.
5. Refund Methods and Timeframes
If your refund request is approved:
- Refunds will be processed using the same payment method used for the original transaction.
- Credit/debit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer.
- Bank transfers may take 3-5 business days to process.
- In some cases, we may offer store credit or additional transit card value instead of a monetary refund.
6. Partial Refunds
In certain circumstances, we may issue partial refunds if:
- Part of the recharged amount has already been used on the transit card.
- Administrative or processing fees apply to the refund (these will be clearly communicated before processing the refund).
7. Cancellation of Recurring Payments
If you have set up auto-reload or recurring payments:
- You can cancel future scheduled payments at any time through your account settings.
- Cancellation will not affect payments that have already been processed.
- Refunds for auto-reload transactions are subject to the same policies outlined above.
8. Exceptions
We reserve the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Any exceptions made will not constitute a change to this policy or set a precedent for future refund requests.
9. Changes to This Policy
We may update this Refund Policy from time to time. The updated version will be indicated by an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed about our refund practices.
10. Contact Us
If you have any questions or concerns about this Refund Policy, please contact us at:
SmartTransit Customer Service
Al Wahda Mall, Level 2
Hazza Bin Zayed Street
Abu Dhabi, United Arab Emirates
Email: [email protected]
Phone: +971 2 555 1234
