Refund Policy

1. General Information

Urban Transit Solutions LLC ("we," "our," or "us") is committed to providing high-quality transit card reload services. This Refund Policy outlines the conditions under which we may provide refunds for our services. By using our services, you agree to the terms of this Refund Policy.

2. Reload Transactions

2.1 Standard Policy

Due to the nature of our services, all transit card reload transactions are generally final and non-refundable once processed. When you reload your transit card, the funds are immediately transferred to your card's balance and cannot be reversed.

2.2 Transit Authority Regulations

Our refund policies are subject to the regulations and policies of the transit authorities with which we partner. In some cases, the transit authority's policies may supersede our own. We recommend familiarizing yourself with the relevant transit authority's policies regarding refunds and card balances.

3. Exceptional Circumstances

In certain exceptional circumstances, we may, at our sole discretion, consider refund requests on a case-by-case basis. These circumstances may include:

3.1 Technical Errors

If a technical error occurs during the reload process that results in a failed transaction but your payment was processed, we will either complete the reload or issue a full refund. To qualify for this refund, you must provide evidence of the failed transaction and payment.

3.2 Duplicate Transactions

If you inadvertently processed the same reload transaction multiple times due to a system error, we may refund the duplicate transactions. You must notify us within 24 hours of the duplicate transactions occurring.

3.3 Unauthorized Transactions

If unauthorized transactions occur due to fraud or identity theft, please contact your payment provider immediately to dispute the charges. We will cooperate with payment providers and law enforcement to investigate and resolve such issues.

4. Refund Process

4.1 Requesting a Refund

To request a refund under exceptional circumstances, please contact our customer support team with the following information:

• Your full name and contact information
• Transit card number
• Date and time of the transaction
• Transaction reference number or receipt
• Amount of the transaction
• Reason for requesting a refund
• Any supporting documentation or evidence

4.2 Review Process

We will review your refund request and respond within 5 business days. If additional information is needed, we will contact you. Our customer support team will make the final decision regarding refund eligibility based on the circumstances and evidence provided.

4.3 Approved Refunds

If your refund request is approved, the refund will be processed using the original payment method. Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account.

5. Administrative Fees

For approved refunds, we may deduct a reasonable administrative fee to cover processing costs. The fee amount will be disclosed to you before the refund is processed and will not exceed 5% of the transaction amount or 10 AED, whichever is greater.

6. Card Replacement and Balance Transfer

6.1 Lost or Stolen Cards

If your transit card is lost or stolen, we cannot provide a refund for the remaining balance. However, you may be eligible for a balance transfer to a new card according to the transit authority's policies. Please contact the transit authority directly for information on their card replacement and balance transfer procedures.

6.2 Damaged Cards

If your transit card is damaged and no longer functions, you may be eligible for a balance transfer to a new card. The transfer is subject to the transit authority's verification of the card's balance and their policies regarding damaged cards.

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to periodically review this page for the latest information on our refund policies.

8. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us at:

Urban Transit Solutions LLC
Sheikh Zayed Road, Business Bay
Dubai, UAE
Email: [email protected]
Phone: +971 4 123 4567