Billing, Refunds & Chargeback Policy
Last updated: 1 June 2026
1. Pricing and currency
The final price of each top-up — including our service fee and any applicable taxes — is displayed at checkout before you confirm payment. You are charged in the currency shown on the order summary. If your card is issued in a different currency, your bank applies its own conversion rate.
2. Accepted payment methods
We accept Visa, Mastercard, Apple Pay and Google Pay. Availability of a specific method depends on your country and device. All payments are processed by PCI-DSS Level 1 certified providers; we never see or store your full card number or CVV.
3. Authorisation vs capture
When you place an order, your card issuer may show a temporary authorisation hold. If the order fails before the top-up is delivered, the authorisation is released automatically — typically within a few business days depending on your bank.
4. Receipts and invoices
A payment receipt is emailed for every completed order. If you require a formal invoice with a VAT/company identifier, reply to the receipt with the required details and we will issue an invoice within two business days.
5. Refunds for failed top-ups
If a top-up cannot be delivered to the destination SIM, we refund the full amount — including the service fee — to the original payment method. No customer action is required; the refund is triggered automatically once the operator returns a final failure status.
6. Refund timing
Refunds are issued from our side within 24 hours of a failure being confirmed. The funds typically appear on cards within 5–10 business days and on wallets within 1–3 business days. Timing beyond that point is controlled by your issuer.
7. Wrong number or wrong operator
Top-ups sent to a valid but incorrect number cannot always be reversed. If you notice the error immediately, contact support within 24 hours of the transaction. Recovery is best-effort and depends on the destination operator; when the operator refuses reversal, no refund can be issued because value was delivered.
8. Non-refundable cases
Refunds are not available when a top-up is successfully credited to the SIM you specified, when the operator reports the top-up as consumed, or when a claim is submitted more than 90 days after the transaction date.
9. Chargebacks and disputes
Before opening a chargeback with your bank, please contact [email protected] — most disputes are resolved within one business day, and a direct refund reaches you faster than a bank-initiated reversal. If you open a chargeback for a delivered top-up, we submit the operator's proof of delivery (reference code, timestamp and status) to the card network.
10. Fraud prevention
Orders showing patterns consistent with card fraud, promo-code abuse or sanctions evasion may be cancelled and fully refunded to the original payment method. Repeated high-risk behaviour can result in permanent blocking of the payment credential across our platform.
11. Currency conversion by your bank
If your card is issued in a currency other than the one you paid in, the refund amount you receive may differ from the amount you were charged, because your bank applies its own conversion rate on both directions. This difference is outside our control.
12. Support and escalation
Billing questions: [email protected]. Please include your order ID and, for disputes, the last four digits of the card. Unresolved cases can be escalated to your card issuer or, where applicable, to the local consumer-protection authority in your country of residence.