Retrieving Funds From Your Capital on Tap Account

When can I transfer money to my bank account?

You may be able to transfer funds from your Capital on Tap account to your linked business bank account if:

• You have a preloaded balance.
• Your account is in credit (you have paid more than your outstanding balance)
• You have received a merchant refund that has placed your account in credit.

If none of these apply, a refund may not be available. Contact Capital on Tap support via the app or web portal to check your account balance.

What does it mean to be in credit?

Your account is in credit when the amount held on your account exceeds the amount you owe.

This can happen if:

• You have paid more than your outstanding balance.
• You have paid more than your monthly Direct Debit amount.
• A merchant refund exceeds your outstanding balance.
• You have preloaded funds onto your account.

How do I transfer funds to my bank account?

If your Capital on Tap account is in credit, you have two options.

1. Use the drawdown feature: If drawdowns are available on your account, you can transfer funds directly to your linked business bank account. As long as the transfer amount is covered by your credit balance or preloaded balance, no interest will be charged.
2. Request a refund: If drawdowns are not available, contact Capital on Tap support through the app or web portal. Refunds will be sent to the business bank account registered on your account.

How long does a refund take?

Refund requests are usually processed within 1 business day. Once processed, funds typically arrive within 1 to 3 business days depending on your bank.

Refunds are not processed on weekends.

What happens when a merchant issues a refund?

When a merchant refunds a purchase made on your Capital on Tap card, the amount is credited directly to your Capital on Tap account balance. It is not sent to your bank account.

Merchant refunds are typically processed within 5 to 7 business days from the date the merchant issued the refund.

If a merchant refund puts your account into credit and you want those funds returned to your bank account, contact Capital on Tap support via the app or web portal.

Can a merchant refund be applied to an inactive card?

Yes, a merchant refund can be applied to a card that is no longer active. The amount will still be credited correctly to your account balance.

What if my refund has not arrived?

If it has been more than 3 business days since your refund was confirmed and the funds have not arrived:

1. Check that you are looking at the correct bank account.
2. Confirm the bank account details on file with Capital on Tap are accurate.
3. If the funds are still missing, contact Capital on Tap support via the app or web portal.

What if my merchant refund has not arrived?

If it has been more than 7 business days since the merchant issued the refund, contact Capital on Tap support via the app or web portal.