Billing, Refunds & Chargeback Policy

2. How Billing and Your Balance Work

You may purchase a Top-Up or Bundle directly for a specific Recipient Number, or fund a balance with us that is then used to pay for Top-Ups and Bundles as you order them, including through Auto Top-Up (see Section 4).

When you fund your balance, the amount you pay is charged to your selected payment method and is credited to your account balance immediately upon successful payment, denominated in EUR (or the currency you paid in, where applicable). Your balance is displayed in your account area and is reduced by the price of each Top-Up or Bundle at the time it is ordered.

Your balance is not a bank account, does not earn interest, cannot be withdrawn or redeemed for cash, and cannot be transferred to another user or account, except where required by applicable law. It can only be used to purchase Top-Ups and Bundles through mobilerings.net.

3. Balance After Account Closure

If your account is closed — whether by you or by us in accordance with our Terms & Conditions — any remaining balance is treated as follows:

• if closure results from your breach of our Terms & Conditions, any remaining balance may be forfeited, subject to applicable law;
• if closure occurs for any other reason, you may request that we refund any remaining, unused balance to your original payment method, subject to the identity and payment verification checks described in Section 5;
• balance refund requests following account closure must be submitted within 90 days of closure; after this period, we may treat any remaining balance as forfeited, unless applicable law requires otherwise.

4. Auto Top-Up, Cancellation and Refunds

4.1 Individual orders. Once a Top-Up or Bundle has been successfully delivered to the Recipient Number, that order is final and generally non-refundable, except where required by law or where we determine, at our discretion, that a refund is appropriate — for example, non-delivery, a delivery failure caused by us or an Upstream Provider, or an incorrect charge. Full details of eligible and non-eligible scenarios are set out in Section 12 of our Terms & Conditions.

4.2 Auto Top-Up. If you have enabled Auto Top-Up, each recurring or threshold-triggered charge is treated as an individual order and is subject to the same refund rules as in 4.1. You may cancel Auto Top-Up at any time, free of charge, through your account settings or by contacting us — see Section 10A (Auto Top-Up and Recurring Payments) of our Terms & Conditions for full details. Cancelling Auto Top-Up does not affect a Top-Up or Bundle already delivered before cancellation.

4.3 Unused balance. Funds held in your balance that have not yet been spent on a Top-Up or Bundle remain available for use and do not expire, except that we may apply a dormancy or inactivity period of 90 days, after which we will contact you before any funds are affected, in accordance with applicable law. Unused balance is non-refundable except as described in Section 3 (account closure) or where required by law.

4.4 Technical issues. If a technical issue prevents a Top-Up or Bundle from being delivered despite a successful charge, we will credit the corresponding amount back to your balance, or, where you prefer and it is reasonably practicable, refund it to your original payment method.

5. Billing Support

If you have any questions or concerns regarding a charge on your account, please contact us before taking any further steps, such as initiating a chargeback. Most billing issues, including a missing Top-Up, unrecognized charge, or Auto Top-Up query, can be identified and resolved quickly through direct communication with our team.

To raise a billing enquiry, please email us at [email protected] and include the following information:

• the email address associated with your MobileRings account;
• the approximate date and time of the purchase;
• the amount charged and the currency;
• the Recipient Number and Operator/country involved (if applicable);
• a screenshot or copy of your payment confirmation or bank statement line showing the charge;
• a screenshot of your MobileRings account balance (if relevant).

Providing complete information allows us to investigate and respond to your enquiry as efficiently as possible.

6. Response Timeframe (SLA)

We aim to acknowledge all billing and chargeback enquiries within 2 business days of receipt, and to reach a resolution or decision within 10 business days of receiving all required information from you (Section 5).

7. Chargebacks

We encourage you to contact us through the process in Section 5 before initiating a chargeback with your bank or card issuer, 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 corresponding Top-Up or Bundle was successfully delivered, or for which we have already provided a resolution in accordance with this Policy, we reserve the right to contest the chargeback and to suspend or restrict your account while the matter is under review.