Refund Policy
Last Updated: 25/11/2025
1. Eligibility
Refunds apply only to orders paid through TacTac Delivery and only when the merchant has not completed preparation. Once food is prepared or a rider is assigned, refunds are limited to service failures caused by us (wrong items delivered, missing order, or failure to deliver).
2. Non-Refundable Situations
Change of mind after preparation, incorrect address provided by the user, unreachable customer on arrival, or delays caused by traffic/weather/force majeure are not refundable.
3. Request Window
Submit refund requests within 24 hours of the delivery time (or expected delivery time if undelivered). After 24 hours, cases are closed.
4. Evidence Required
Provide order ID, clear description, and supporting proof (photos/screenshots) when claiming wrong/missing items or quality issues.
5. Resolution
Approved refunds are issued as: (a) original payment reversal when supported by the payment partner, or (b) TacTac credit/voucher of equal value. Processing time depends on your bank/payment provider (typically 5–10 business days).
6. Partial Refunds
If only part of an order is missing/incorrect, we may issue a proportional refund or voucher at our discretion.
7. Fraud Prevention
TacTac reserves the right to decline or block accounts showing repeated abusive or fraudulent claims.
8. Contact
For refund support, reach us at support@tactac.tn with your order ID and details.