help

What is TOTL?

TOTL is a free App in the UAE. We partner with local businesses (Restaurants, Spas, Salons, Optics, etc.) to bring Payments and Voucher offers to the UAE residents via our platform.

Local businesses or Partners join hands with our platform and provide flexible offers which are meaningful and user friendly.

Can TOTL be clubbed with other offers ?

Unfortunately no. TOTL offers can not be clubbed with either in-house offers from the partners or with any other 3rd party offers.

What offers are available on TOTL ?

TOTL provides the following offers:

1. Cashback on Payments: Users can link their Debit / Credit card to TOTL and make payments via our TOTL app to any of our listed partners and earn Cashback on the payments.
2. Discount on Payments: Users can link their Debit / Credit card to TOTL and make payments via our TOTL app to any of our listed partners and get Discounts on the payments.

Do I need membership to use TOTL?

Absolutely NOT, TOTL is a free service for all UAE residents. All you need is your UAE registered mobile number to get started.

How do I get help ?

Feel free to reach out to us on help@totl.ai and we’ll get someone to attend to you at the earliest.

What is TOTL?

TOTLPay as the name suggests is our payment service. Users can use TOTLPay to make payments at any of our growing Partner networks across the country and earn Cashback or get Discount based on the choice of offer opted. Don’t worry about carrying your wallet or cash.

Simply signup with TOTLPay and make payments to earn or save on every payment.

How do I make payment using TOTLPay ?

TOTLPay is a smooth payment method. Select any partner brand, then select Pay Bill with Cashback or Discount option. Enter the Bill amount and proceed to Pay with Credit/Debit Card or Apple Pay, if available

Do you save my card details on TOTL ?

Nope. We have no access to your card details as they are safely stored with our Payment Card Industry Data Security Standards (PCI DSS) compliant payment partner.

My card details are stored securely?

Yes. All card details are securely stored with our Payment Card Industry Data Security Standards (PCI DSS) compliant payment partner who are authorised by the Central Bank of the UAE.

Where is TOTL accepted ?

TOTL has a variety of Partnered Local Businesses across the UAE. All our partners are listed on our App and Website. Simply head to the Partner and let them know that you wish to make your payment with TOTL.

How do I find businesses accepting TOTLPay ?

To know more about our Partners, you’ll have to download our App or visit our website https://totl.ai/. Feel free to browse through and use our filters to see what suits your liking.

Why are there different Cashback percentages for a Partner / Store ?

We are working closely with your partners to provide you with the best offers. Partners usually give better Cashback percentages during their off-peak hours.

This means, they want more business to flow in a certain time of the day for which they don’t mind giving a bigger or better percentage to the customers.

Eg: Walk into a partner during peak lunch / dinner time may fetch you 10-20% Cashback. But walk into the same partner during an off-peak (according to the partner) and you get 30-50% Cashback.

The TOTLPay Offers change on a day to day basis ?

Yes, that’s right. Like how the percentage offers changes from time to time, the offer percentages also change from day to day.

Our partners try to optimise the offerings to make sure they can offer the best deals to our users.

I’ve made the wrong payment. What do I do now ?

Don’t worry. It can all be sorted out. Your money will be refunded back incase of a genuine mistake. If you’ve made a wrong payment amount or a payment at a wrong store, you’ll have to reach out to us on “help@totl.ai”.

Please do mention as many details as possible allowing us to cross check the details with the mentioned partner and ensure that the refund is smooth.

Why do I see both Cashback and Discount ?

We don’t like to force our users.

We want you to decide on how you’d like to make a saving. Our motto is to present all information and offering in your hands and let you take a call on what best works for you.

What is eVoucher ?

eVouchers are digital vouchers that our Partners issue via TOTL services. We issue the eVouchers which will be available to purchase and manage within the TOTL App. eVouchers are available for most Partners in our app which you can purchase depending on your desired denomination from the comfort of your homes and redeem the eVouchers at the Partners.

How to buy an eVoucher ?

eVoucher can be purchased from the App. Just visit the Partner page or click the eVoucher section in the app to view the list of available Partners to see their eVoucher denominations. You can purchase the eVoucher directly from the App by paying with your Debit / Credit Card and can also use your StoreCash or Bonus balance to purchase.

The payment amount is less than the eVoucher value. Why ?

All our eVouchers carry an added value. Which means you need to pay LESS to get MORE value of the vouchers.

Can I use StoreCash to purchase an eVoucher ?

Yes you can. StoreCash is your rightful Cashback that you earned by making a transaction with a Partner. You can by all means use that StoreCash to purchase an eVoucher at that same partner.

Can I use Bonus to purchase an eVoucher ?

Yes you can. Bonus is your rightful Cashback that you earned. You can by all means use that Bonus to purchase eVoucher at ANY of listed Partners.

What is the validity of the eVoucher ?

All our eVouchers carry a validity of 12 months from the date of purchase.

Can I purchase multiple eVoucher for the same Partner ?

Yes you can. You can purchase as many as you like for the same Partner. Just make sure you keep track of the expiration date of each eVoucher depending on your purchase date.

Can I purchase multiple eVouchers for different stores ?

Definitely. Our platform allows you to make purchases for as many Partners as you like. Only catch is that you need to make those purchases one at a time.

Are eVouchers redeemable one time or multiple times ?

We carry BOTH Single and Multiple redemption eVouchers on our platform. Make sure you see the details before making a purchase.

How to redeem the eVouchers ?

We try to make it as simple as possible to make your redemption. Here are a few ways you can make the redemption of your eVouchers.

1. We list the eVoucher with the balance amount and the expiry date on the home page as you login. Clicking that would take you to the redemption page where you can key in the bill amount and make your redemption at the Partner.
2. Alternatively, you can head to the Partner page on the app and see your eVoucher balance to click and follow the instructions to make your redemption.

Do I receive StoreCash for eVoucher purchase ?

Absolutely. Feel free to use StoreCash balance for that respective Partner to make a purchase of the eVoucher. StoreCash gives you the flexibility to buy eVoucher and pay bills at the same Partner.

Can I cancel my eVoucher purchase and apply for a refund ?

eVouchers once purchased can not be reversed or refunded. Please make sure you go through the terms and conditions before making your purchase.

How do I purchase an eGift ?

It’s the same as making a purchase of an eVoucher. But the only additional step is that we give you an option to send the eVoucher as a Gift to your loved ones. Just make sure to select the “eGift” option and enter the recipient details, before proceeding to make your payment.

Can I use the eGift for myself ?

Yes. Why not? eGift is a service given to your incase you would like to electronically gift an eVoucher to your friends and family. If you wish to you can gift it to yourself

How to redeem the eGift ?

The process is the same as redeeming an eVoucher.

We try to make it as simple as possible to make your redemption. Here are a few ways you can make the redemption of your eGift.

1. We list the eVoucher with the balance amount and the expiry date on the home page as you login. Clicking that would take you to the redemption page where you can key in the amount and make your redemption at the Partner.
2. Alternatively, you can head to the Partner page on the app and see your eVoucher balance to click and follow the instructions to make your redemption.

eGift can be used once or multiple times ?

We carry BOTH Single and Multiple redemption eVouchers on our platform. Make sure you see the details before making a purchase.

What is the validity of the eGift ?

Our general validity of the eGifts are 12 months from the date of receiving the eGift.

What happens if I don’t use the eGift in time before its expiry ?

Upon expiry of the eGift, they would NOT be redeemable. You may lose the value of the eGift and the Partners may not accept the same either. Please make sure to keep track of the expiry date and we’ll try our best to make sure we remind you of the same too.

Can I extend the validity of the eGift ?

Currently, no. But we’ll try to work our way around it and get you a solution soon.

Can I cancel eGift and apply for a refund ?

Unfortunately that would be a NO. Once the eGift has been issued, we won’t be able to refund or reverse the transaction. So please make sure you get all the details from the Partner name to the gift receiver’s details right before making the purchase.

What is StoreCash ?

StoreCash is the Cashback given for a Payment you make to a partner. StoreCash will be given for each partner you make a payment with and the StoreCash can only be used back at the same partner again on your next payment transaction.

We save the StoreCash in our StoreCash section within the app against each partner so you can keep track of it.

How long does it take to receive StoreCash after making payment ?

We work on the Instant Cashback model. Which means you get your StoreCash immediately upon making payment.

Why didn’t I get StoreCash for a payment ?

This could be because you would have used Vouchers / StoreCash / Bonus to make a payment and not make any fresh payment with your Debit / Credit Card.

You’ll only be able to earn StoreCash when you make a payment with your Debit / Credit Card.

As the Cashback is given on new payments and can not be earned on payments with previously earned Cashback or Vouchers or Bonus.

How to use StoreCash ?

StoreCash can be used on your transactions with the Partners. Let’s say you make a payment at our Partner A. You’ll earn an amount of StoreCash for the payment. This StoreCash will be allocated for the same Partner A and can be used back on the next payment at Partner A.

Note: The StoreCash for Partner A can NOT be used for Partner B and so on.

What is the validity of StoreCash ?

Standard validity for StoreCash is 90 days from the date of earning.

What happens if I don’t use the StoreCash before its expiry ?

We recommend using up your StoreCash balance before its expiry. Once it expires there is nothing we can do about it. Nevertheless, we’ll make sure we do our best to remind you on the expiry date to avoid you losing them.

Can I extend the StoreCash Expiry ?

Unfortunately no. But, you can convert your StoreCash to an eVoucher and extend the usable period by a year 😉

Can I exchange StoreCash for money at the store / merchant ?

StoreCash can not be exchanged for money at any merchant. StoreCash is only usable within the TOTL App to make payments transactions with our listed Partners.

If I want to refund or reverse my payment incase of a wrong payment. What happens to my StoreCash ?

In the case of refund, we reverse all elements of the transaction. Which means, money paid will be refunded back to the card, StoreCash earned will be returned back to the Partner and so on.

What are accepted Payment Methods at TOTL?

We accept Credit or Debit Cards from any of the UAE banks. Also accept Apple Pay where available. In addition to the above, payments can be made with available eVoucher, StoreCash and Bonus balance

Can I make payment with StoreCash ?

Yes, of course. StoreCash is your Cashback that you have earned for a payment made at a Partner. That StoreCash can be used back at the same Partner again anytime before its expiration date. Use it to make payment of your bills or purchase eVouchers.

Can I make payment with eVoucher or eGift ?

Yes you can. eVouchers or eGift can be used in full or part depending on the merchant. But yea, feel free to use it up to settle your bills.

Can I make payment with Bonus?

Yes you can. Bonus is earned by you for completing specific tasks in the app. As such it’s yours to use for making payment. We may have a fair use policy of the Bonus from time to time which applies automatically time of making payment.

I made a payment and it was declined by the Partner. What to do ?

Usually our Partners do not decline payments. But in case you are declined, please feel free to reach us out on help@totl.ai and we’ll attend to the issue. If you could get us specifics of the date / time / staff name etc would be of help for us to speak to the Partners and get the issue sorted.

Payment failed, why ?

Payment failure may have multiple reasons. More likely than not is its low or poor data connection or Wifi network. But do reach us out on help@totl.ai and we’ll sort it out for you.

What to do if my card gets charged 2 times for the same payment ?

Sometimes due to various causes, your card may get charged the same amount twice. In such cases do drop us a line on help@totl.ai with the details of your transactions and we’ll make sure that a full refund is processed for the duplicate transaction post verification.

Why am I unable to make payments via the app ?

You shouldn’t be facing this issue. But we recommend you to check your network / wifi / data and make sure it’s working and re-try the payment. If the issue persists, please close the app and re-try again. We are just a message away if you need further assistance.

I made payment to the wrong Partner / Store. How do I apply for a refund ? How long does it take for the refund ?

You’ll need to drop us detailed info on the transaction along with as many details and proofs as possible. Allowing us to make the required verifications and then get into processing the refund for the same.

Refunds of Cashback or eVouchers happen instantly once we process the same. Refunding money back into your card takes about 7 working days from the date of issuing the refund.

Is there a charge for the refund amount back to the card ?

No. If the mistake is genuine, refunds are processed without any fee or charge. We’ve got your back.

Can I ask for a refund back to my card ?

Yes. Any amount paid by card can be refunded back to the card in case of a refund. But Cashback and eVouchers or eGifts can only be refunded back into the TOTL app.

What is a Referral in TOTL? How does it work ?

We want your friends and family to also benefit from our service. So we invite you to extend the savings to your known circle of friends and family.

The Referral Programme rewards you to help your friends and family to start using TOTL.

All you need to do is to invite your friends and family members and start earning Bonus on your referrals.

Where can I find my referral code or link ?

Head down to the Referral page in the App and you’ll be able to find your code and link ready for you to share.

How can I share my referral code and link with my friends and family ?

You can share your referral code and link via SMS, Email, Messaging Service (Whatsapp, Telegram, etc..).

Choose any medium of digital communication and share your code and links.

What do I get to refer to my friends and family ?

We believe in sharing the joy. Our referrals have been split into 2 parts.

One where you get a signup Bonus. And the other an additional Bonus when your referred friend or family makes their first transaction on TOTL with any of our listed Partners.

Is there a validity for the Referral Bonus earnings ?

Unfortunately Yes. Each Referral Bonus earned has a validity of 15 days from the date of earning. So make sure to use the Referral Bonus on or before the expiry date.

Is there a cap on the number of referrals I can do ?

Nope. There is no cap on the referrals you make. Our fair use policy states that Influencers or Public Figures need to notify us of the same as this referral programme does not apply to them. Otherwise, feel free to refer as many friends and family as you wish.

Who can I refer to earn Referral Bonus ?

Referral Bonus is earned at the time of signup and the first transaction done by the referee. This Bonus is available and earned instantly in your TOTL app. You’ll be notified of the earnings as soon as your referee has signed up or made a transaction.

Can I track my referral and Bonus earnings ?

Why, yes of course. You will be able to track your earnings and the referees. All the details are provided in the referral section of the app

Where can my friends and family enter the referral code ?

Just as the App opens, at the time of Signup, we have provided a space to add in referral codes. That’s the spot that needs to be filled up before moving on to the OTP stage.

Where am I allowed to share my referral code or link ?

Feel free to share the code and link on or via any electronic communication channel. Please adhere to the T&C of those mediums to ensure that we are following their policies.

What happens if my friends sign up but forgot to use my referral code ?

Unfortunately, there is not much to do here. Once the account has been created and if the referral codes have been missed, we wouldn’t be able to make any changes as this is an automated process / system. We can only urge the referees to make sure to enter the right code at the right place to receive the referral bonus.

How can I earn a Bonus ?

Bonus can be earned via multiple channels in the App. Listed few are Referral, Promo Code, Lucky Draw, Scratch Cards and more.

How long is a Bonus valid for ?

Bonus earned have a validity of 15 days from the date of earning.

How can I redeem a Bonus ?

Bonus like StoreCash and eVoucher can be redeemed from your bill amount at the time of making a payment at our Partner. We may have a fair use policy of the Bonus from time to time which applies automatically and will be informed to you at the time of making payment.

Is there any restriction on where I can use the Bonus ?

Not at all. Feel free to use Bonus across the app for any feature at any of our listed Partners.

Can I exchange my Bonus for cash ?

Unfortunately, no. No Cashback or Bonus can be exchanged for Cash. They can be used to make redemptions within the App at any of our listed Partners.

Can I use Bonus to purchase an eVoucher ?

Absolutely. You can use the Bonus to purchase eVoucher or send eGifts to your friends and family. This is open to all listed Partners across the app.

What happens if my Bonus expires ?

Unfortunately, nothing much to be done here. Once Bonus expires the amount will automatically get deducted from your balance and move to the expired column. We’ll try our best to keep reminding you of the expiration date to ensure that you don’t miss to use the Bonus.