Tell us early, and keep your payment reference.

Before you request a refund

• If checkout still says pending, do not assume the payment failed and do not immediately start another payment.
• Keep the TOCS order reference and the mobile-money confirmation. Do not send your PIN or full wallet credentials.
• Contact TOCS promptly if an appointment must change, a payment appears twice, or the amount appears incorrect.

How to make a request

Use the TOCS contact page. Provide the name on the booking, the order reference, the amount and a short reason for the request. TOCS may ask for limited additional information to confirm that the request comes from the payer or customer.

How TOCS reviews it

TOCS will first reconcile the transaction with the payment provider. The review may consider:

• whether the payment was paid, pending, failed, reversed or duplicated;
• whether collection, testing or another booked service has begun;
• whether third-party or visit costs have already been incurred; and
• the circumstances of the cancellation or service concern.

A checkout status or screenshot alone is not final proof that funds settled. TOCS will not mark a payment as paid, failed or refundable until the transaction is reconciled.

If a refund is approved

TOCS will explain the approved amount and the intended return method. Where the payment channel supports it, a refund should be returned to the original payment route. Provider processing and wallet posting times can vary, so TOCS does not promise an exact arrival time until the provider confirms it.

TOCS will not apply an unpublished cancellation fee or deduction. If a deduction is relevant to a request, it must be explained and agreed or otherwise validly applied before the refund is processed.

Duplicate or incorrect payments

Report a suspected duplicate or amount mismatch as soon as possible and avoid making another payment for the same order. TOCS will compare the order amount, transaction reference and provider record before deciding the next step. A mismatch is handled as an exception and is not used to confirm or fulfil the booking automatically.

Questions or complaints

Start with the TOCS contact page and keep a copy of the order reference and response. Nothing in this policy is intended to remove a remedy or right that applies to you.