الفوترة والاسترداد وسياسة طلبات عكس المدفوعات

1. نظرة عامة

This policy explains how billing works on mobilerings.net, how Auto Top-Up plans and refunds work, and the steps you should take to resolve a billing concern with us before initiating a chargeback with your bank or card issuer. By purchasing a Top-Up, a Bundle or an Auto Top-Up plan on mobilerings.net, you agree to the terms set out below. This Policy should be read together with our Terms & Conditions, in particular Section 10A (Auto Top-Up Plans) and Section 12 (Refunds and Troubleshooting).

تُعالج جميع عمليات الشراء باليورو (€) ما لم يُنص على خلاف ذلك عند الدفع. ونقبل بطاقات Visa و Mastercard. وتُعالج المدفوعات بشكل آمن من خلال معالج المدفوعات المعتمد لدينا، SMART OUTSOURCING SERVICES S.R.L. وتُرمَّز جميع المعاملات وتُعالج بما يتوافق مع معايير PCI-DSS. ولا تحتفظ شركة CODIXERA LIMITED ببيانات البطاقة كاملة.

2. كيفية عمل الفوترة والرصيد

You pay for each Top-Up or Bundle at checkout by Visa or Mastercard; the total price shown at checkout is the amount charged. We do not offer a stored balance or wallet. The only amounts we hold before delivery are payments for Auto Top-Up plans, described in Section 4.

3. Account Closure

If your account is closed, by you or by us, any Top-Up or Bundle already delivered is final. Any Auto Top-Up plan ends, and the price of instalments not yet delivered is refunded under Section 4.3. We do not forfeit customer funds, except where we are required by law to withhold them.

4. Refunds and Auto Top-Up

4.1 Individual orders. Once a Top-Up or Bundle has been successfully delivered, it is final and non-refundable, except as set out in Section 12 of our Terms & Conditions, which lists the eligible and non-eligible scenarios.
4.2 Auto Top-Up plans. Auto Top-Up is a prepaid plan. At checkout you choose a Recipient Number, a Top-Up or Bundle, a delivery schedule (for example weekly or monthly) and the plan length, and you pay the total price for the whole plan in a single card payment. We then deliver the Top-Up or Bundle to the Recipient Number on each scheduled date; each delivery is a separate instalment. No stored balance is created. See Section 10A of our Terms & Conditions.
4.3 Cancellation and undelivered instalments. You may cancel an Auto Top-Up plan at any time, free of charge, through your account settings or by emailing [email protected]. Cancellation takes effect immediately for future instalments. We will refund the price of all instalments not yet delivered to your original payment method within 5 business days of cancellation. Instalments already delivered are final under Section 4.1.
4.4 Technical issues and refund method. If a technical issue prevents a Top-Up or Bundle (or an instalment of a plan) from being delivered despite a successful charge, we will refund the corresponding amount to your original payment method within 5 business days of approving the refund; funds normally appear within 5–10 business days, depending on your card issuer. Where a refund to the original payment method is not possible (for example, the card has been closed), we will refund by bank transfer after verifying your details.

5. دعم الفوترة

إذا كانت لديك أي أسئلة أو استفسارات بشأن مبلغ مخصوم من حسابك، يرجى التواصل معنا قبل اتخاذ أي خطوات أخرى، مثل تقديم طلب عكس دفع. ويمكن التعرّف على معظم مشكلات الفوترة وحلها بسرعة عبر التواصل المباشر مع فريقنا، بما في ذلك باقة شحن مفقودة، أو مبلغ مخصوم غير معروف، أو استفسار حول إعادة الشحن التلقائي.

لتقديم استفسار بشأن الفوترة، يرجى مراسلتنا بالبريد الإلكتروني على [email protected] مع إدراج المعلومات التالية:

• the email address associated with your MobileTopUP account;
• التاريخ والوقت التقريبيان لعملية الشراء؛
• المبلغ المخصوم والعملة المستخدمة؛
• رقم المستفيد والمشغّل/الدولة المعنيّين (إن وُجد)؛
• a screenshot or copy of your payment confirmation or bank statement line showing the charge.

توفير معلومات كاملة يساعدنا على التحقيق في استفسارك والرد عليه بأسرع وقت ممكن.

6. مدة الاستجابة (اتفاقية مستوى الخدمة)

نسعى إلى الرد على جميع استفسارات الفوترة وطلبات عكس الدفع خلال يومي عمل من استلامها، والتوصل إلى حل أو قرار خلال 10 أيام عمل من استلام جميع المعلومات المطلوبة منك (القسم 5).

7. طلبات عكس الدفع

You may contact your bank or card issuer at any time; you are not required to contact us first. We encourage you to contact us through the process in Section 5, as this is usually the fastest way to resolve a billing concern. If a chargeback is initiated for a charge that was properly authorised and for which the Top-Up or Bundle was successfully delivered, or for which we have already provided a resolution under this Policy, we may contest the chargeback with the card issuer. If a payment for an Auto Top-Up plan is disputed, we may suspend delivery of the plan’s undelivered instalments while the dispute is under review.