Refund Policy

This Refund Policy explains when you can get your money back on TAP TAP MARKET (ttmarkett.com and the Market section of the TT Express app), operated by TAP TAP CHINA Ltd, and how refunds are paid. It is part of our Terms and Conditions. Nothing in it removes rights you have under Rwandan consumer law.

1. When you get a full refund

You get back everything you paid for the affected items — including the delivery fee if the delivery didn't happen — when the problem is on our side, the shop's side or the delivery side:

• the product turned out to be unavailable after you paid;
• we or the shop cancelled or couldn't fulfil your order;
• the product arrived damaged;
• you received the wrong product, or one clearly different from its description;
• the order was lost or not delivered because of us or the rider;
• you were charged twice, or paid more than the order total.

Where we can, we may offer a replacement instead. You choose: a replacement or a refund.

2. Cancelling an order

• Unpaid order: cancel it any time from your order page. Nothing is charged.
• Paid order, not yet prepared: contact Support as soon as possible — ideally within a few minutes of paying — and we cancel it with a full refund.
• Paid order already being prepared or out for delivery: it can usually no longer be cancelled. If you refuse it at delivery without a valid reason (section 1), the delivery fee may not be refunded.

3. Damaged, wrong or missing items

1. Check your order when it arrives. If something is clearly damaged or wrong, you can refuse that item and tell the rider.
2. Report it to Support as soon as possible — the same day if you can — with your order number and photos.
3. We check it quickly, then replace the item or refund you. For obvious damage we don't make you wait for a long investigation.

4. Change of mind

We don't accept returns of items that are as described and in good condition just because you changed your mind, unless the product page says otherwise or Support agrees. Food, perishable goods, hygiene products and personalised items cannot be returned unless they are faulty or wrong.

5. How refunds are paid

When you request a refund you choose how to receive it:

6. How to request a refund

• On your order page, tap Refund when it's offered (for example, for an overpayment), choose wallet or MoMo, and give a reason.
• Otherwise, contact Support with your order number.

Every refund is checked and approved by our team before it is paid. You can follow its status on your order page (Refund in progress, then Refunded), and we notify you of the decision.

7. Fair use

• An amount you paid is refunded only once. A second request for the same amount is declined or investigated.
• We may ask for photos or other details to confirm a claim, and we investigate unusual refund patterns to protect customers and shops from fraud. A legitimate refund is never refused because of such a check — at most it is delayed while we review it.

8. Contact us

• Email: taptapchinaa@gmail.com
• Phone: +250789495503
• WhatsApp: +250789495503
• Address: TAP TAP CHINA Ltd, KK 36 Ave, Gatenga, Kicukiro, Kigali, Rwanda