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My Tanker

Refund Policy

Last updated: May 2026

1. Spot orders

  • If the order is undelivered (driver did not arrive, or quantity not delivered), you receive a full refund.
  • Partial delivery or quality dispute is reviewed case-by-case by operations; partial refunds may apply.
  • KNET refunds: 3 business days. Card refunds: 5–7 business days. Cash refunds: returned to the in-app wallet.

2. Prepaid packages

Packages are subject to specific refund rules per BR-PKG-011 of the Business Requirements Document:

  • Full refund within 14 days of purchase — only if zero deliveries have been redeemed. Once any credit is redeemed, the package becomes non-refundable except by ops discretion (e.g., quality incident).
  • Capacity-locked. Packages cannot be converted between SKUs (a 3,200-gallon package cannot become a 5,000-gallon package).
  • No calendar expiry. Unused credits remain valid until redeemed; refunds are tied to redemption status, not time elapsed.
  • Same per-delivery price as spot orders — there is no bundle discount and therefore no need to claw back any discount on partial use.
  • Refunds for packages are processed to the original payment method (KNET or card). Wallet-paid packages are refunded to the wallet.

3. B2B accounts

For B2B postpaid customers, refunds and credits are applied to the next monthly invoice unless otherwise agreed in the contract. Disputed line items must be raised within 7 days of invoice receipt.

4. How to request a refund

  • For spot orders and packages: open the order or package in the app and tap “Request refund.”
  • For B2B: email finance@mytanker.com.kw with the invoice number.

5. Settlement disputes

Driver settlement disputes must be raised within 7 days of payout, in line with BR-COM-008.

6. Contact

For refund questions: support@mytanker.com.kw.