Refunds and Cancellations

If you submit a quote request, alert, business enquiry, or supplier-direct request through Tankful, you can ask us to cancel or update it before a supplier confirms delivery. If we have already sent the request to a supplier, we will pass on the cancellation but the supplier may also need to confirm.

1. This section applies only where a named supplier pilot checkout says it is enabled. Before dispatch, the cancellation request is handled through the approved workflow. Any authorisation that is not captured is cancelled or released, unless the displayed supplier terms include a lawful cancellation or no-access charge.
2. After dispatch, the supplier is responsible for the fuel and delivery record. Tankful may assist with the order and payment record. The supplier's displayed terms and statutory consumer rights apply to a reschedule, refund, partial refund, or no-access charge.
3. For partial fills, the final capture is based on actual delivered litres and the locked quote, capped at the authorised maximum. If a captured payment needs correction, the responsible party will use the approved refund process.
4. Once heating oil is delivered into the tank, cancellation is usually not practical. Quality, metering, wrong fuel, access, or billing issues should be reported promptly so they can be investigated.

Where Tankful provides a referral, supplier link, or enquiry handoff, the supplier normally contracts directly with you. Their own cancellation, refund, delivery, credit, and complaint terms apply. Tankful can help locate the correct contact path and review whether a Tankful referral record needs correction.

For an enabled supplier pilot that uses card payment, an approved refund is normally returned through Stripe to the original payment method. Bank and card processing times vary and can take several working days after the refund is initiated. We do not need, and will not ask for, full card numbers.

Send your name, county, order or request reference, supplier name, delivery date, payment date, last four card digits if payment was taken, and a short description of the problem through the contact form.

This policy does not affect statutory consumer rights. For independent guidance in Ireland, see the Competition and Consumer Protection Commission's online buying guidance. If your complaint concerns personal data, you may also complain to the Data Protection Commission.