1. General Refund Policy

TopUp Fleet provides instant digital services including mobile recharges and gift cards. Once a transaction is successfully completed and delivered to the recipient, it cannot be reversed or refunded except in specific circumstances outlined in this policy.

2. Eligible Refund Scenarios

Refunds may be issued in the following situations:

2.1 Service Not Delivered

If your mobile recharge or gift card was not delivered to the recipient within 24 hours and we cannot provide proof of successful delivery, you are eligible for a full refund.

2.2 Duplicate Transactions

If you were accidentally charged multiple times for the same transaction due to a technical error, duplicate charges will be refunded within 5-7 business days.

2.3 Service Failure

If the mobile operator or gift card provider fails to honor the recharge or gift card code, and we cannot provide a replacement, you will receive a full refund.

2.4 Incorrect Amount

If you were charged a different amount than what was displayed at checkout, the difference will be refunded immediately.

3. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• Incorrect Recipient Information: If you entered the wrong phone number or gift card recipient details, we cannot reverse the transaction once delivered.
• Change of Mind: Once a transaction is completed, refunds are not available if you simply change your mind about the purchase.
• Used Gift Cards: Gift cards that have been redeemed or partially used cannot be refunded.
• Regional Restrictions: If a mobile operator or gift card provider has regional restrictions that prevent usage, and these were disclosed prior to purchase.
• Delayed Usage: Mobile recharges and gift cards have validity periods set by providers. We are not responsible for expired or unused balances.

4. Refund Request Process

To request a refund, follow these steps:

1. Contact Support: Email support@topupfleet.com or call +1 641 381 6639 within 48 hours of the transaction.
2. Provide Details: Include your transaction ID, order number, date of purchase, and a detailed explanation of the issue.
3. Investigation: Our team will investigate your claim within 24-48 hours and verify the delivery status with the mobile operator or gift card provider.
4. Resolution: If approved, refunds will be processed within 5-7 business days to your original payment method.

5. Refund Processing Time

Approved refunds are processed according to the following timeline:

• Wallet Balance: Instant credit to your TopUp Fleet wallet
• Credit/Debit Cards: 5-7 business days
• PayPal: 3-5 business days
• Cryptocurrency: 24-48 hours (subject to blockchain confirmation)
• Bank Transfer: 7-10 business days

6. Partial Refunds

In certain situations, partial refunds may be issued:

• If only a portion of a multi-recharge order fails to deliver
• If there is a pricing error that affects the transaction value
• If transaction fees cannot be recovered from payment processors

7. Chargebacks and Disputes

If you initiate a chargeback with your bank or payment provider without first contacting our support team:

• Your account may be suspended pending investigation
• You may be charged an administrative fee for chargeback processing
• We reserve the right to provide transaction evidence to your financial institution
• Multiple chargebacks may result in permanent account termination

Please contact us first before initiating a chargeback. Most issues can be resolved quickly through our support team.

8. Alternative Resolutions

Instead of refunds, we may offer:

• Replacement Service: Re-delivery of the same service to a different recipient
• Store Credit: Credit to your TopUp Fleet wallet for future purchases
• Service Upgrade: Upgrade to a higher value recharge or gift card at no extra cost

9. Promotional and Discounted Purchases

Services purchased during promotional periods or with discount codes:

• Are subject to the same refund policy
• Refunds will be issued at the actual amount paid, not the original price
• Promotional credits or bonuses may be deducted from refund amounts

10. Technical Issues

If you experience technical issues during checkout:

• Contact support immediately before attempting the transaction again
• Check your email for confirmation before assuming the transaction failed
• Review your transaction history in your account dashboard

11. Gift Card Specific Terms

For digital gift cards:

• Codes are delivered instantly via email and cannot be refunded once sent
• Lost or stolen gift card codes cannot be replaced or refunded
• Gift card terms and conditions are set by the issuing provider
• Expiration dates are determined by the gift card provider, not TopUp Fleet

12. Mobile Recharge Specific Terms

For mobile recharges:

• Once credited to a mobile account, recharges cannot be reversed
• We are not responsible for operator-side account issues or restrictions
• Validity periods are set by mobile operators, not TopUp Fleet
• Recharges to prepaid accounts are immediate and non-reversible

13. Fraud Prevention

To prevent fraudulent refund requests:

• We may request additional verification documents
• Refunds may be delayed pending fraud investigation
• Accounts involved in fraudulent activities will be permanently banned
• We cooperate with law enforcement on fraud investigations

14. Contact Information

For refund requests or questions about this policy:

• Email: support@topupfleet.com
• Phone: +1 641 381 6639
• Address: Business Trade Center, UAE
• Hours: 24/7 Support Available

15. Policy Updates

This refund policy may be updated periodically to reflect changes in our services or legal requirements. Continued use of our services after policy changes constitutes acceptance of the updated policy.