Payments, cancellation and refunds

Version of 18 August 2026

This page explains how TIRGO services are paid for, what happens to money on the internal balance and how to get a refund if a service was not delivered.

1. What you pay for

The TIRGO platform is used to pay for freight-related services: customs declarations, electronic queue booking, insurance, permits and related services. The full list with prices is on the “Service pricing” page.

A payment on the platform is always a payment for services. Transfers between users, exchange and withdrawal of funds are not offered by the platform and are technically impossible.

2. Who receives the payment

The platform is operated by TIRGO LOG LLC. Payments from users are accepted by ALPHAGROUP LLC, which holds the agreements with the payment providers. Your card statement may show the payee under that name.

3. Payment methods

The internal balance can be topped up using the methods available in the personal account: a bank card through the connected Uzbek payment providers, or a bank transfer for legal entities.

The user chooses the top-up amount. Any payment provider fee is shown by the provider itself before the payment is confirmed.

4. How a payment goes through

• the user selects a payment method and the top-up amount;
• the payment is processed on the provider’s side — card details are entered there and are not passed to the TIRGO platform;
• once the payment is confirmed the operation reaches our system and the amount appears on the internal balance;
• when a service is ordered, its cost is shown before confirmation and charged to the balance afterwards;
• every operation — top-ups and charges — is visible in the personal account history.

5. Money debited but balance not credited

This can happen if the connection between the payment provider and the platform fails. Write to info@tirgo.io or contact support from your account, quoting the date, time, amount and payment identifier (receipt number). We reconcile the operation with the provider and either credit the balance or initiate a refund.

6. Cancelling a service

While a service has not yet started, the order can be cancelled by contacting support. The amount charged returns to the user’s internal balance and remains available to pay for other services.

If the service has been fully delivered, cancellation is not possible: the result — an issued document, a booking or a payment made to a third party — has already been obtained.

If the service was partly delivered, the part of the cost attributable to the undelivered portion is refundable, less costs actually incurred.

7. Refunds

To request a refund write to info@tirgo.io or contact support in your personal account. State the user name, the date and amount of the payment, the operation identifier and the reason for the refund.

Each request is reviewed individually. We take into account the user’s details, the payment identifier and amount, the state of the internal balance, the service selected and paid for, the stage of delivery, whether it was fully or partly delivered, and whether there are grounds for a refund.

If the paid service was not delivered, or other grounds for a refund exist, funds are refunded in line with the terms of the relevant service and the law of the Republic of Uzbekistan.

8. Timing and method of refund

A refund request is reviewed within 10 calendar days of receipt and of the user providing the necessary details.

Refunds are made by the same method as the payment: to the bank card the payment came from, or to the bank account the funds came from. Refunds to third-party details are not made.

The time it takes for funds to actually arrive depends on the issuing bank and the payment provider and may add further days after we send the refund.

9. Erroneous and disputed operations

Requests concerning erroneous, disputed or suspicious operations are handled as a priority. We work with the acquiring bank and the payment provider to identify and investigate such operations and act within our powers and technical means.

10. How to reach us

Platform support: info@tirgo.io, phones +998 90 996 0880 · +998 55 501 33 33, plus the chat in your personal account and in the mobile app.

This document forms an integral part of the platform terms of use.