Refund Policy

If a top-up is not delivered, you are not charged. If it is delivered, it cannot be reversed.

We authorize your card when you order and capture it only on confirmed delivery. If the network rejects the top-up, we cancel the authorization. Depending on your bank, the hold disappears from your statement within a few working days. No refund is processed because no charge was ever taken.

Once credit has been applied to a live mobile number, the network will not reverse it, and neither our suppliers nor we can recover it. This includes credit sent to the wrong number.

This is why we check the number is live, show it back to you in full, and ask you to confirm it before payment. Please read that screen carefully — it is the only point at which a mistake can still be caught.

If you realise immediately and the top-up has not yet been submitted, contact us at once and we will stop it if we still can.

If it has been delivered, we cannot recover it. We may, entirely at our discretion and as a gesture of goodwill, issue store credit. That is a decision, not an entitlement, and repeated claims will be declined.

If we cannot tell whether a top-up was delivered, we hold the authorization while we check with the supplier. You will be emailed the outcome, normally within 15 minutes. You are charged only if it is confirmed delivered.

Every delivered order shows a network reference and a delivery timestamp on its receipt. Please check that first, and share it with the recipient — their network can trace it with that reference.

We record claims of non-receipt. A first claim is normally resolved with goodwill credit; a second requires evidence; repeated claims may result in the account being restricted.

This document is a working draft prepared during development. It has not been reviewed by a lawyer and must not be published in this form.