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Learn when you can move funds out of your Capital on Tap account, and what to do if a refund hasn't arrived.
Overview
You may be able to transfer funds out of your Capital on Tap account if you have a preloaded balance, a credit balance, or a merchant refund. This article explains how to request a transfer, how long refunds take, and what to do if yours hasn't arrived.
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:
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You have a preloaded balance.
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Your account is in credit (you have paid more than your outstanding balance).
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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 us 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:
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You have paid more than your outstanding balance.
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You have paid more than your monthly Direct Debit amount.
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A merchant refund exceeds your outstanding balance.
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You have preloaded funds onto your account.
If your account is in credit, we hold these funds in a separate, safeguarded customer funds account, in line with FCA requirements, until they're spent or transferred.
How do I transfer funds to my bank account?
If your Capital on Tap account is in credit, you have 2 options:
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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.
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Request a refund: If drawdowns are not available, contact our Customer Service team on 020 8962 7401. Refunds will be sent to the business bank account registered on your account.
You don't have to transfer your balance at all. You can also simply keep using your card as normal — any credit balance is used before new spending is added to your account.
How long does a refund take?
Once a refund has been agreed with our team, we process it within 5 to 7 business days. Funds will be sent to your nominated bank account or credited to your card balance.
Refunds are not processed on weekends.
What if my refund has not arrived?
If it has been more than 7 business days since your refund was confirmed and the funds have not arrived:
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Check that you are looking at the correct bank account.
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Confirm the bank account details on file with Capital on Tap are accurate.
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If the funds are still missing, contact our Customer Service team on 020 8962 7401.
What happens when a merchant issues a refund?
When a merchant refunds a purchase made on your Capital on Tap Business Credit Card, the refund is credited to your 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, you can have those funds returned to your bank account. Contact our Customer Service team on 020 8962 7401 to arrange this.
Can a merchant refund be applied to an inactive card?
Yes, a merchant refund can still be applied to an inactive card. The amount will still be credited correctly to your account balance.
What if my merchant refund has not arrived?
If it has been more than 7 business days since the merchant issued the refund, the funds are considered overdue. Contact our Customer Service team on 020 8962 7401.