TAP ’N | CUSTOMER POLICY
Returns and Refunds Policy
For UK consumer and business customers
Last updated
8 August 2026
Legal entity
TAP 'N BUSINESS & NETWORK LTD (trading as Tap ’N)
Company details
Registered in England and Wales, company number 17140502
Contact
contactus@tapn.cloud | https://tapn.cloud
This Policy explains when an Order may be cancelled, when a Product may be returned and how refunds are handled. It should be read with our Terms and Conditions of Sale and Website Use.
The position in one minute
• URL-only Product before permanent programming: a Consumer may cancel for a full refund while the Product remains unprogrammed and resellable.
• URL-only Product after permanent programming: the destination cannot be changed. There is normally no change-of-mind return where the Product legally qualifies as made to the customer’s specifications or clearly personalised.
• Name, logo or design-personalised Product: there is normally no change-of-mind cancellation once manufacturing or personalisation has begun.
• Faults are different: personalisation never removes a Consumer’s rights where a Product is faulty, unsafe, damaged in transit, incorrectly programmed, not as described or otherwise fails to conform to the Contract.
• Where the statutory change-of-mind right applies despite the above, the Consumer has 14 days to notify cancellation and a further 14 days to return the Product.
• About this Policy and us
We are TAP 'N BUSINESS & NETWORK LTD, a private company registered in England and Wales under company number 17140502, trading as Tap ’N (we, us and our). Our registered office is Suite 1, Boho Business Centre Boho Zero, 21 Gosford Street, Middlesbrough, Cleveland, England, TS2 1BB.
This Policy applies to Products ordered through https://tapn.cloud and to Products ordered after a consultation, by email or through an accepted quote where this Policy is provided or incorporated before the Contract is formed.
Contact us at contactus@tapn.cloud. Include your name, Order number and the Product concerned. References to writing include email.
If this Policy conflicts with our Terms and Conditions of Sale and Website Use, the Terms apply, except that nothing in either document limits a mandatory Consumer right.
• Definitions
Business Customer: a person buying wholly or mainly for purposes connected with a trade, business, craft or profession.
Consumer: an individual buying wholly or mainly for purposes outside their trade, business, craft or profession.
Contract: the agreement between you and us for an Order, including our Terms and Conditions of Sale and Website Use, the Product description, Order Confirmation and any agreed specification.
Customised Product: a Product made to a customer’s specifications or clearly personalised, including a Product bearing a customer name, logo or design or carrying a permanently locked customer-supplied destination URL.
Order: a request to purchase one or more Products which we have accepted.
Product: a physical Product supplied by Tap ’N, including a contactless tap Product, stand, card, tag or model and its agreed personalisation.
• Cancellation before personalisation is completed
URL-only Products
Where the only customer-specific feature is the destination URL, a Consumer may cancel for a full refund if the cancellation reaches us before permanent URL programming begins. This applies even if the unprogrammed physical Product has already been manufactured, provided it remains resellable and no other personalisation has begun.
Programming occurs near the end of production. Once programming begins, the destination is permanently locked and cannot be changed. The legal change-of-mind position from that point is explained in the Customised Products section.
Name, logo or design-personalised Products
Manufacturing normally begins after payment and may begin promptly. If we receive a cancellation before manufacturing or personalisation has begun and can stop the Order without loss, we will cancel and provide a full refund.
Once manufacturing or personalisation of a customer name, logo or design has begun, there is normally no statutory change-of-mind right because the Product is being made to the customer’s specifications or clearly personalised. Any cancellation we voluntarily accept after that point may be reduced only by reasonable costs and losses actually caused by the cancellation, taking account of anything we can reuse or resell.
How to cancel before the cutoff
Email contactus@tapn.cloud with the subject line ‘Order cancellation’ and include your name and Order number. Cancellation is effective when the clear cancellation statement reaches us. Because production may begin quickly, contact us as soon as possible.
We will check our production record to determine whether manufacturing or permanent programming had begun when the cancellation reached us. We will explain the outcome and any lawful deduction. We will not make an arbitrary deduction or charge a cancellation penalty.
A refund due for cancellation before dispatch will be made without undue delay and no later than 14 days after we confirm the cancellation.
• Customised Products after personalisation
The statutory change-of-mind right does not apply where and to the extent a Product is made to the Consumer’s specifications or clearly personalised under applicable law.
For Tap ’N Products, this will normally include:
• a permanently programmed and locked destination URL supplied or approved by the customer;
• a customer name, business name, logo, wording or design incorporated into the Product; and
• a bespoke design, dimension, layout or colour treatment manufactured specifically for the customer where it legally amounts to personalisation.
A completed Customised Product therefore cannot normally be returned merely because the customer changed their mind, entered the wrong information, no longer wants the Product or later changes the destination URL.
This exclusion applies only where the law permits. If applicable law determines that a particular Product is not made to the Consumer’s specifications or clearly personalised, the statutory cancellation procedure in the next section applies.
This section never removes rights relating to faults, safety, transit damage, misdescription, incorrect manufacture or an error made by Tap ’N.
• Statutory change-of-mind rights where they apply
This section applies only to a Consumer Product for which the law provides a distance-selling cancellation right. It does not apply to a Customised Product falling within the legal personalisation exception.
A Consumer may cancel from the date the Contract is formed until 14 days after the day the Consumer, or a person nominated by them other than the carrier, receives the Product. Where Products in one Order are delivered separately, the period may run from receipt of the last Product, lot or piece as provided by law.
To cancel, email contactus@tapn.cloud or send another clear cancellation statement identifying you, the Order and the Product. You may use the model cancellation form at the end of this Policy, but you do not have to.
After notifying cancellation, return the Product without undue delay and no later than 14 days after the notification. We will provide return instructions.
For a valid change-of-mind return, you are responsible for the direct return cost where we informed you of that responsibility before the Contract was formed. We refund the Product price and the cost of our least expensive standard outbound delivery option. We do not refund the additional cost of an upgraded delivery method.
You may inspect the Product as you reasonably could in a shop. We may reduce the refund only to reflect diminished value caused by handling beyond what is necessary to establish the Product’s nature, characteristics and functioning.
• Faulty, damaged, misdescribed or incorrectly personalised Products
A Consumer Product must be of satisfactory quality, fit for an agreed purpose, match its description and agreed specification, and perform as promised on compatible equipment.
Contact contactus@tapn.cloud as soon as reasonably possible if a Product:
• arrives damaged or incomplete;
• is unsafe or materially defective;
• does not match its description or approved specification;
• contains a name, design or other personalisation error made by Tap ’N;
• is programmed by Tap ’N with a different URL from the URL supplied or approved; or
• does not perform the agreed tap function on compatible equipment.
Include the Order number and a clear explanation. Photographs or a short video may help us diagnose the issue, but we will not impose unreasonable evidence requirements or make a statutory remedy conditional on original packaging.
A Consumer may have a short-term right to reject a non-conforming Product within 30 days and receive a refund. After that period, the Consumer may have rights to repair or replacement and, where the legal conditions are met, a price reduction or final right to reject.
For a valid claim, Tap ’N will bear reasonable return or collection costs and provide the remedy required by law. We may inspect the Product fairly to identify the fault, but the outcome is not determined solely at our discretion.
Customer-supplied errors are not defects. If we correctly reproduce the name, design or URL that the customer submitted or approved, a replacement required because that information was wrong or later changed will normally be a new paid Order.
Reasonable 3D-printing characteristics disclosed before purchase, such as visible layer lines, minor texture variations or stated dimensional tolerances, are not defects where they are consistent with the description and do not materially reduce appearance or function.
Nothing in this Policy limits rights under the Consumer Rights Act 2015 or other mandatory law.
• Returning a Product
Before sending a Product, email contactus@tapn.cloud so that we can identify the Order and provide return instructions. Contacting us helps the return but does not prevent a Consumer exercising a statutory right by another valid method.
Unless we provide a different authorised return address, returns may be sent to:
TAP 'N BUSINESS & NETWORK LTD
Suite 1, Boho Business Centre Boho Zero
21 Gosford Street
Middlesbrough
Cleveland
England
TS2 1BB
Package the Product securely. Original packaging is helpful where available but is not an absolute condition of a statutory cancellation or faulty-goods remedy.
Obtain proof of posting and consider a tracked service. For a change-of-mind return, we may withhold the refund until we receive the Product or you provide adequate evidence that you sent it, whichever occurs first. We are not entitled to insist on proof of received delivery where the law treats proof of sending as sufficient.
Do not deliberately alter, dismantle or attempt to repair a Product before returning it unless reasonably necessary for safety or agreed with us, as this can affect our ability to determine the cause of a problem. This does not remove rights where the original fault was ours.
• Refund amounts and timing
Change-of-mind cancellation
Where a statutory change-of-mind right applies, we refund the Product price and our standard outbound delivery charge. We may withhold the refund until we receive the Product or adequate evidence of sending. We then refund without undue delay and no later than 14 days after that point.
Faulty or non-conforming Products
Where a Consumer is legally entitled to a refund for a faulty or non-conforming Product, we will refund without undue delay and no later than 14 days after agreeing that the refund is due. We will also reimburse reasonable authorised return costs.
Method and deductions
Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund-processing or restocking fee for a statutory refund.
Any lawful deduction will be explained. We will not make a deduction for opening packaging, ordinary inspection or a defect for which we are responsible. A deduction for diminished value applies only where the law permits and the Consumer handled an eligible change-of-mind return beyond what was reasonably necessary.
• Business Customers
Business Customers do not receive the Consumer distance-selling change-of-mind rights described in this Policy. A Business Customer may cancel or return a conforming Product only where we agree in writing.
Because Products are manufactured or programmed for a particular Business Customer, cancellation after production or personalisation begins may be refused or may require payment of reasonable costs and losses actually caused by cancellation.
A Business Customer must inspect Products reasonably promptly and notify us promptly of a visible shortage, transit damage or reasonably apparent defect, normally within five Business Days. This period does not exclude a latent defect that could not reasonably have been discovered on inspection.
For a valid Business Customer claim, the remedies and liability provisions in our Terms and Conditions of Sale and Website Use apply. We may repair, replace, reperform the affected personalisation or refund the affected Product as appropriate under the Contract and applicable law.
• Gifts and refunds to the purchaser
A refund is normally returned to the original payment method used by the purchaser. We do not automatically issue gift credits or cash refunds to a gift recipient.
A gift recipient may contact us to report a fault or obtain return instructions, but we may need the purchaser’s Order number, proof of purchase or authority before disclosing Order information or processing a refund.
• Fraud, abuse and Products not supplied by Tap ’N
We may refuse a claim where we have reasonable evidence that the Product was not supplied by Tap ’N, the proof of purchase is fraudulent, the Product has been deliberately damaged after delivery, or the claim itself is fraudulent. We may request proportionate information needed to investigate.
We will not use this clause to obstruct a genuine statutory right, reject a claim merely because packaging is missing or make the decision on an arbitrary ‘sole discretion’ basis.
• Contact, complaints and changes to this Policy
Send cancellations, return requests and complaints to contactus@tapn.cloud. Include your name, Order number, the Product concerned, the reason for contacting us and the outcome you seek.
We aim to acknowledge a complaint within five Business Days and investigate it fairly. A Consumer remains free to obtain independent advice or bring proceedings in an appropriate court.
We may update this Policy for future Orders. The version provided before a Contract was formed continues to apply to that Contract unless a change is required by law or the customer expressly agrees to it.
Model cancellation form
Use this form only if you are a Consumer cancelling a Product for which the statutory change-of-mind right applies. You may instead send any other clear cancellation statement.
To
TAP 'N BUSINESS & NETWORK LTD, Suite 1, Boho Business Centre Boho Zero, 21 Gosford Street, Middlesbrough, Cleveland, England, TS2 1BB
Email: contactus@tapn.cloud
Cancellation notice
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods
Order number
Ordered on / received on
Consumer name
Consumer address
Signature and date
Signature required only if this form is sent on paper.
End of Policy
Tap 'N Business & Network
The future of networking and luxury customer experience.
TAP 'N
contactus@tapn.cloud
Tap 'N Business & Network
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