Our Refund Commitment
At TopupStation, we are committed to providing a fair and transparent refund policy. We understand that technical issues can occur, and when they do, we guarantee a full refund.
What We Cover
- Technical failures and system errors
- Duplicate charges and billing errors
- Service unavailability from operators
- Incorrect amount charged
Our Guarantee
- 100% full refund for technical issues
- 24-hour maximum review time
- No fees for refund processing
- Refund to original payment method
Check Your Eligibility
Review the scenarios below to understand if your situation qualifies for a refund.
Technical Failure
System error prevented credit delivery to the recipient's phone
Duplicate Transaction
You were charged multiple times for the same top-up
Service Unavailable
Mobile operator could not process the top-up request
Wrong Amount Charged
You were charged a different amount than what you selected
Successfully Delivered
Mobile credit was successfully received by the recipient
Wrong Number Entered
You entered an incorrect phone number (user error)
Change of Mind
You no longer want the top-up after it's been processed
Simple Refund Process
Our streamlined 4-step process ensures quick and hassle-free refund processing.
Submit Request
Contact our support team via email, chat, or phone with your order details and reason for refund
Review & Verify
Our team reviews your case and verifies the transaction details with our system and operators
Decision Notification
You'll receive an email with our decision and next steps for your refund request
Refund Processing
Approved refunds are processed back to your original payment method automatically
Refund Timeframes
Understanding how long each step takes helps set clear expectations.
Request Submission Window
You have 30 days from the transaction date to submit a refund request. Requests after 30 days will not be accepted.
Review Time
Most requests are reviewed within 2-4 hours during business hours (9 AM - 6 PM CET). All requests are resolved within 24 hours maximum.
Refund Processing Time
Once approved, refunds are processed based on your payment method:
- Credit/Debit Card: 3-5 business days
- PayPal: 1-3 business days
- Bank Transfer: 1-3 business days
Emergency Window
If you catch an error within 60 seconds of submitting the transaction and it hasn't been processed yet, contact us immediately for potential cancellation.
What's Not Covered
The following situations do not qualify for refunds due to the instant nature of our service.
Successfully Delivered Top-Ups
Once mobile credit is successfully delivered and received by the recipient, the transaction cannot be reversed.
User Input Errors
Incorrect phone numbers, wrong country selection, or wrong operator selection entered by the user are not eligible for refunds.
Change of Mind
Cancellations due to change of mind after the transaction has been processed are not permitted due to instant delivery.
Recipient-Side Issues
Issues with how the recipient uses the credit, SIM card problems, or phone compatibility issues are not our responsibility.
Requests After 30 Days
Refund requests submitted more than 30 days after the transaction date will not be accepted or reviewed.
Prevention Tip
Always double-check the phone number, country, operator, and amount before confirming your transaction. Our system processes orders instantly to ensure fast delivery, which means errors cannot be corrected once processing begins.
Submit a Refund Request
Follow these steps to submit your refund request with all required information.
Required Information
Order Number
Found in your confirmation email (e.g., ORD-123456789)
Email Address
The email used when making the transaction
Transaction Date
Date and approximate time of the transaction
Phone Number
The recipient's phone number you sent credit to
Amount
The exact amount charged to your payment method
Reason
Brief description of the issue (technical failure, duplicate charge, etc.)
Evidence
Screenshots, error messages, or other supporting documentation (if applicable)
Contact Methods
Frequently Asked Questions
Find answers to common questions about our refund policy.
Need Help?
Our support team is available 24/7 to assist with your refund requests and answer any questions.
24/7 Customer Support
We're here to help resolve your issues quickly and fairly. Choose your preferred contact method below.