Buyer Protection
If your order doesn’t arrive, arrives damaged, or isn’t what you ordered, we help put it right. It covers every plan: Pay in Full and Pay in 2, 3 or 4.
What’s covered
Never arrivedThe store didn’t deliver your order or hand it over.
DamagedThe item arrived broken or not working.
Wrong itemYou received something different from what you ordered or saw described.
Agreed returnsA return the store accepted but hasn’t settled.
How it works
- Contact the store. Most problems are fixed quickly this way.
- Report it in the Tabital app. Open the plan and report a problem. Your plan is paused while we look into it: no late fees, no reminders and no autopay.
- Send what you have. Photos, receipts and messages with the store help us decide faster. We also ask the store for its side, such as proof of delivery.
- Get a decision, usually within 21 days. If you’re right, we cancel the plan, you owe nothing more and we refund what you’ve paid to your card or Mobile Money. If the store is right, your plan restarts and your remaining due dates move forward by the days it was paused.
Good to know
- Returns and refunds for Tabital orders go through this process. A store can’t refund you directly through Tabital.
- Report a problem as soon as you notice it.
- Change of mind isn’t covered unless the store agrees to a return.
- Damage caused after delivery isn’t covered.
- Accounts under review for fraud can’t open a claim until the review ends.
The full rules are in section 11 of our Terms. Questions: info@tabitalpay.com, +233 50 395 0453 or our Help page.