Facturación, reembolsos y política de contracargos

1. Resumen

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).

Todas las compras se procesan en EUR (€) salvo que se indique otra cosa en el momento del pago. Aceptamos Visa y Mastercard. Los pagos son procesados de forma segura por nuestro proveedor de pagos autorizado, SMART OUTSOURCING SERVICES S.R.L. Todas las transacciones se tokenizan y se procesan conforme a las normas PCI-DSS. CODIXERA LIMITED no almacena los datos completos de su tarjeta.

2. Cómo funcionan la facturación y tu saldo

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. Soporte de facturación

Si tienes alguna pregunta o inquietud sobre un cargo en tu cuenta, ponte en contacto con nosotros antes de dar cualquier otro paso, como iniciar un contracargo. La mayoría de los problemas de facturación, incluida una recarga que falta, un cargo no reconocido o una consulta sobre la recarga automática, pueden identificarse y resolverse rápidamente mediante comunicación directa con nuestro equipo.

Para plantear una consulta de facturación, escríbanos a [email protected] e incluya la siguiente información:

• the email address associated with your MobileTopUP account;
• la fecha y hora aproximadas de la compra;
• el importe cobrado y la moneda;
• el número de destinatario y el operador/país correspondiente (si procede);
• a screenshot or copy of your payment confirmation or bank statement line showing the charge.

Proporcionar información completa nos permite investigar y responder a tu consulta con la mayor eficacia posible.

6. Plazo de respuesta (SLA)

Nuestro objetivo es confirmar la recepción de todas las consultas de facturación y contracargos en un plazo de 2 días hábiles, y llegar a una resolución o decisión en un plazo de 10 días hábiles desde que recibamos toda la información necesaria de tu parte (sección 5).

7. Contracargos

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.