Facturation, remboursements et politique de rétrofacturation

1. Présentation

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).

Tous les achats sont traités en EUR (€), sauf indication contraire au moment du paiement. Nous acceptons Visa et Mastercard. Les paiements sont traités en toute sécurité par notre prestataire de paiement agréé, SMART OUTSOURCING SERVICES S.R.L. Toutes les transactions sont tokenisées et traitées conformément aux normes PCI-DSS. CODIXERA LIMITED ne conserve pas les données complètes de votre carte.

2. Fonctionnement de la facturation et de votre solde

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. Assistance facturation

Si vous avez des questions ou des préoccupations concernant un débit sur votre compte, veuillez nous contacter avant d'entreprendre toute autre démarche, telle qu'une rétrofacturation. La plupart des problèmes de facturation, y compris une recharge manquante, un débit non reconnu ou une question relative à la recharge automatique, peuvent être identifiés et résolus rapidement grâce à un contact direct avec notre équipe.

Pour toute demande relative à la facturation, veuillez nous écrire à [email protected] en indiquant les informations suivantes :

• the email address associated with your MobileTopUP account;
• la date et l'heure approximatives de l'achat ;
• le montant débité et la devise ;
• le numéro de destinataire et l'opérateur/pays concernés (le cas échéant) ;
• a screenshot or copy of your payment confirmation or bank statement line showing the charge.

Fournir des informations complètes nous permet d'examiner votre demande et d'y répondre aussi efficacement que possible.

6. Délai de réponse (SLA)

Nous nous efforçons d'accuser réception de toute demande de facturation ou de rétrofacturation dans un délai de 2 jours ouvrés, et de parvenir à une résolution ou une décision dans un délai de 10 jours ouvrés après réception de toutes les informations requises de votre part (section 5).

7. Rétrofacturations

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.