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How to Process a Refund in Tabeo

Information on processing refunds on Tabeo

How to Process a Refund in Tabeo

You can issue a refund in Tabeo in just a few steps. This guide walks you through both full and partial refunds.

There are two ways to process a refund:

Method 1: Refund by Card

Method 2: Refund by Bank Transfer

Please check with your internal team which method your practice should use. Scroll down to read more about each method.

How refunds work in Tabeo

It helps to understand how refunds work:

  • Refunds are based on the treatment cost, not what the patient has repaid
  • Tabeo calculates the exact refund amount for you
  • You’ll make a payment (by card or bank transfer), and we’ll handle the rest

You don’t need to calculate anything yourself.

Before you start

You’ll need:

  • Access to your Tabeo app
  • The Transaction ID (you can find this in the “Transactions” section)

Important:

  • You don’t need to know how much the patient has repaid on their loan. This is independent of the refund process, and we’ll be unable to share this information with you for GDPR reasons. 

Method 1: Refund by Card 

Step 1: Find the transaction

  • Log in to your Tabeo app
  • Go to Transactions
  • Search using the Transaction ID
  • Open the transaction

Step 2: Start the refund

  • Click View refund options

Step 3: Choose full or partial refund

You’ll be asked:

“Have you provided part of the treatment or incurred any cost that you wish to retain?”

For a full refund:

  • Select No
  • Click Preview refund bill

For a partial refund:

    • Select Yes
    • Enter:
      • The final treatment cost (the amount you are keeping)
      • The reason for the change
  • Click Preview refund bill



Step 4: Check the refund bill

You’ll see a summary including:

  • Total refund amount
  • Any fees
  • Final amount to pay

Check everything carefully before continuing.

A few things to note:

  • The subsidy fee appears as a negative amount - this means you’re not charged it
  • If the refund is after the 14 day cooling-off period, a late fee may apply

Step 5: Complete the payment

  • Click Choose payment method
  • Enter your practice card details
  • Click Pay Now

We accept debit or credit cards from:

  • Visa 
  • Mastercard 

We do not accept:

  • Amex
  • Diners Club
Always use your practice debit/credit card - never the patient’s card

What happens next

  • The patient is notified immediately by email
  • If the patient has overpaid, the difference is refunded to their bank account
  • If the patient has underpaid, their loan is adjusted accordingly

Important notes

  • Do not use the patient’s card. Refunds must always be processed using your practice card
  • For partial refunds, you must enter the final treatment cost (what you are keeping), not the refund amount.

Example:

  • Original treatment: £1,500
  • Final treatment: £1,000
  • You enter: £1,000


Method 2: Refund via Bank Transfer (BACS)

Use this method if you are unable to process the refund via card. 

Step 1: Check the exact refund amount

Before making a transfer:

  • Log in to Tabeo

  • Open the transaction

  • Follow the refund flow to view the refund bill / amount to be paid

Important

Always use the exact amount shown in the app. Sending a different amount will delay the refund.

Step 2: Make the bank transfer

Use the details below:

  • Account Name: Tabeo Finance Ltd
  • Bank: HSBC
  • Account Number: 41319787
  • Sort Code: 40-11-60
  • Transaction reference: [ENTER TRANSACTION ID]

Missing or incorrect references will cause delays, as we won’t be able to match the payment.

 

Fees and timing

  • If the refund is processed within 14 days of the loan going live:
    • You will receive the full fee back on the refunded amount
  • If the refund is processed after 14 days:
    • You will still receive the fee back on the refunded amount
    • A late refund fee may be charged per our Merchant Terms & Conditions. If you are charged, you will see this on your refund bill. 

What patients may ask about refunds

In most cases, the patient will receive the full refund amount with no additional charges.

However, if the loan included interest:

  • The patient will not be charged a fee for the refund itself
  • But they may still have paid some interest on the loan, depending on how long it was active
  • This interest is not refundable, as outlined in their loan agreement

If a patient has questions about this, they can contact Tabeo support directly.