Refund Policy
When a top-up can be refunded, how failed and pending orders are handled, what evidence may be needed and which statutory rights always remain.
Legal operator: SKINSITIM OÜ · Company number 17578269 Registered office: Estonia, Harju maakond, Tallinn, Kesklinna linnaosa, Rotermanni tn 6, 10111. TopUpGuy is the trading name of SKINSITIM OÜ.
Read this together with the other TopUpGuy policies.Mandatory consumer and data-protection rights always take priority over a conflicting contractual term.
1. Scope
This Refund Policy applies to consumer orders for airtime, data bundles, vouchers and related digital products supplied by SKINSITIM OÜ, Estonian company number 17578269, trading as TopUpGuy. Its registered office is Estonia, Harju maakond, Tallinn, Kesklinna linnaosa, Rotermanni tn 6, 10111. Business agreements may contain additional service-credit, reconciliation or refund provisions.
The Policy forms part of the Terms of Service. It does not reduce any mandatory remedy under the UK Consumer Rights Act 2015, Consumer Contracts Regulations 2013, Directive 2011/83/EU as implemented, card-scheme rules or other applicable law.
2. Why delivered top-ups are usually final
A mobile top-up is normally fulfilled automatically to the number entered at checkout. After an operator applies airtime or a bundle, it is generally not technically possible for TopUpGuy to retrieve, move or convert it back to cash.
For that reason, a correctly delivered order is ordinarily final. This includes cases where the sender entered the wrong number, selected the wrong operator or value, changed their mind, or the recipient used or transferred the operator balance.
Technical finality does not exclude a remedy that mandatory consumer law requires or a correction where evidence shows duplication, non-conformity or delivery to a different account than the accepted order specified.
3. Orders eligible for refund
A captured order is generally eligible for a refund when it reaches a confirmed final failed or cancelled state and no requested product was delivered; when TopUpGuy cannot fulfil the accepted product; when the same technical instruction was duplicated by TopUpGuy; or when law requires a refund.
If only part of a divisible order or batch failed, the refund is limited to the failed portion and the associated fee or tax adjustment required by law and the pricing model.
A payment authorisation that was never captured is normally released rather than refunded. The issuer controls when the pending hold disappears.
4. Pending orders
A pending order is not yet eligible merely because the normal delivery estimate passed. The operator may still return a final result, and submitting a duplicate could deliver twice.
We investigate prolonged pending states through partner status checks and reconciliation. If delivery cannot be confirmed within the applicable resolution window, we may fail the order and refund it, or explain the additional evidence needed.
Resolution time varies by operator, destination and incident. Support should provide updates without presenting an estimate as a guarantee.
5. Wrong number or wrong operator
The sender is responsible for the recipient details confirmed at checkout. If the order has not entered fulfilment, contact support immediately; cancellation may be possible but is not guaranteed.
If the operator confirms delivery to the number and operator you selected, a refund is generally unavailable. TopUpGuy cannot debit an unrelated recipient’s mobile balance.
If the number was invalid or incompatible and the operator rejected the instruction, the order should ultimately fail and become refundable if funds were captured.
6. Delivered but not visible
A successful partner response may arrive before the recipient sees a notification or refreshed balance. The recipient should check the correct balance method, restart or refresh the device where relevant, and confirm that the product was airtime rather than a data bundle or voucher.
Support may ask for the recipient number, operator, order reference, approximate balance before and after, operator screenshot or reference, and confirmation that the SIM remains active. Do not send passwords, one-time codes or complete card details.
If investigation shows that the operator did not apply the accepted product despite a success response, TopUpGuy will seek correction, replacement or refund as required by the contract and law.
7. Cancellation and withdrawal
UK and EEA consumers may have a 14-day right to withdraw from certain distance contracts. Because top-ups are supplied digitally and requested immediately, checkout may request express performance during that period and acknowledgement of the circumstances in which the withdrawal right is lost.
If the legally required request, consent, acknowledgement or confirmation was not obtained, the statutory consequences apply and this Policy does not override them.
Before fulfilment begins, a cancellation request may be accepted operationally even where no statutory right requires it. Contact support without delay.
8. Promotions, fees and exchange differences
A refund is based on the amount actually collected for the refundable order component. A non-cash promotion, bonus or discount is not converted into cash unless the promotion terms or law require it.
When the original charge and refund occur in the same currency, TopUpGuy refunds the original collected amount. Your bank may convert the refund at a different rate or retain issuer fees, which TopUpGuy does not control.
Fees attributable solely to an unfulfilled order are refunded where required by the pricing model and applicable law. Fees for a separately completed service are handled according to the order summary and mandatory rights.
9. How to request a review
Contact support@topupguy.com or use the Contact page. Provide the order reference, account email, destination country, masked recipient number, issue description and any safe supporting evidence.
Requests should be made promptly and, where possible, within 30 days of the order. A shorter customer-service target does not remove a longer statutory limitation or card-scheme right.
We may verify account or payment ownership before disclosing order details or issuing a refund. Evidence requests must be proportionate to the issue.
10. Refund method and timing
Approved refunds are submitted to the original payment method unless that method is unavailable and law permits an alternative. We do not redirect a refund to a different person merely on request.
TopUpGuy aims to submit an approved refund promptly. Payment providers and banks determine final posting time, which commonly takes several business days and can be longer for some methods or cross-border issuers.
We will provide confirmation when the refund instruction is submitted. The confirmation is not a guarantee of the issuer’s posting date.
11. Chargebacks and duplicate recovery
Contact support before filing a chargeback where the transaction is recognised. This gives us an opportunity to investigate delivery and refund eligible orders.
Nothing prevents a customer from using a statutory or payment-scheme dispute right. However, seeking both a TopUpGuy refund and a chargeback for the same amount can create duplicate recovery. We may provide delivery and refund evidence to the issuer and recover an accidental duplicate payment as law permits.
Unauthorised payment claims are handled with the payment provider and applicable payment law; they are not treated as ordinary change-of-mind refund requests.
12. Abuse and fraud
We may decline or pause a refund where there is credible evidence of fabricated claims, altered evidence, account takeover, promotion abuse, collusion, sanctions risk or another unlawful purpose.
A pause is not a final finding. We may request information, preserve records, consult a provider or authority, and provide a route for the legitimate account holder to challenge an error where lawful.
13. Complaints and escalation
If you disagree with a decision, reply to the case and clearly state the requested outcome and any evidence not previously considered. A person not involved in the first response should review escalated complaints where practicable.
The final response should explain the outcome in plain language, subject to security and legal restrictions. Consumers retain the right to use a court, supervisory authority, alternative dispute mechanism or payment dispute route available under applicable law.
14. Contact
Refund questions should be sent to support@topupguy.com. Formal legal complaints may be sent to legal@topupguy.com or by post to SKINSITIM OÜ, company number 17578269, Estonia, Harju maakond, Tallinn, Kesklinna linnaosa, Rotermanni tn 6, 10111.
Keep the order reference. Never send a complete card number, security code, password or one-time authentication code.
Official references
These links are provided for transparency. The legal operator is SKINSITIM OÜ; the applicable mandatory rules may additionally depend on the product and the customer’s location.