Refund
Policy
We want you to be completely satisfied. Learn about our refund policy and how we handle returns.
Business days for refund processing
We respond to all refund requests
Refund Overview
Due to the instant nature of our mobile top-up service, all sales are final once credit has been successfully delivered to the recipient's phone. However, we understand that issues may arise and we're committed to resolving them fairly.
Refund requests must be submitted within 48 hours of the transaction. Requests submitted after this period may not be eligible for review.
Eligible Cases
You may be eligible for a full refund in the following circumstances:
System error preventing delivery
Charged twice due to technical issue
Credit not received by recipient
Within 1 hour of transaction
Non-Eligible Cases
Refunds are not available in the following situations:
Credit received by recipient
Submitted after 48 hours
Personal decision after completion
Incorrect details provided by user (after 1 hour)
How to Request a Refund
Follow these simple steps to request a refund:
Contact Our Team
Email contact@novatopup.eu with your transaction details
Provide Information
Include transaction ID, date, amount, and reason for refund
Review Period
We review your request within 24 hours
Receive Refund
Approved refunds processed within 3-5 business days
Processing Timeline
Understanding the refund timeline helps set proper expectations:
Request acknowledged
Case evaluated
Funds returned
Request a Refund
To submit a refund request, please email our dedicated refunds team with your transaction details:
Need help with a refund?
Our support team is available 24/7 to assist with refund requests and questions.
Contact SupportOur Commitment to You
We're committed to fair and transparent refund practices. Your satisfaction is our priority.