Refund Policy

Our products are digital and delivered immediately after payment: a top-up is credited to the recipient mobile number. Because delivery is instant, please double-check the destination — phone number, country, operator and amount — before you pay.

Under EU consumer law you normally have a 14-day right to withdraw from a distance purchase. For digital content supplied immediately, that right is lost once delivery has begun with your prior express consent. By completing checkout you consent to immediate delivery and acknowledge that you lose the 14-day withdrawal right once the top-up has been delivered.

• A top-up was paid for but could not be delivered (a technical or operator failure on our side).
• You were charged more than once for the same order.
• What was delivered was materially different from what you ordered (wrong amount or operator) due to our error.

In these cases we refund the full amount paid, as described in section 5.

• The top-up was successfully delivered.
• You entered the wrong phone number, country or operator and the product was delivered as instructed.
• You simply changed your mind after a successfully delivered digital product.

Once a top-up reaches the destination number, it is considered consumed and cannot be refunded.

• Card payments are always refunded to the same card used for the original transaction. We cannot refund a card payment to a different card, a bank account, your account balance or in cash.
• Purchases paid with your account balance are refunded to your account balance.
• Card refunds normally appear within 5–10 business days, depending on your card issuer. Balance refunds are immediate.

If an order is paid but delivery fails, we notify you and return the item to your inventory so you can retry — for example with a corrected phone number. If you prefer not to retry, you can request a refund, which is issued as described in section 5.

Purchased account balance (store credit) follows our Account Balance Terms. Promotional or referral credit granted for free is non-refundable and non-withdrawable, and balance cannot be redeemed for cash.

Email support@topupolive.com with your order reference and a short description of what went wrong. Our support team works Monday – Friday, 09:00 – 18:00 (Tallinn time, EET/EEST).

• We acknowledge and respond to your request within 2 business days.
• We resolve refund requests and complaints within 10 business days from receipt. If a case needs information from a mobile operator or payment provider and cannot be closed in that time, we tell you why and when to expect an outcome.
• Approved refunds are then issued as described in section 5.

Please contact us before disputing a charge with your bank — it is usually the fastest way to get your money back where a refund is due.

• Top-ups can only be delivered to the countries and mobile operators listed on our site. Availability can change, and we cannot deliver to countries subject to international sanctions. If a destination becomes unavailable after payment and the order cannot be delivered, you are refunded in full.
• Prices are shown in euro (EUR). The amount shown at checkout is the total you pay.
• The destination mobile operator may deduct local taxes (such as VAT) from the airtime it credits, so the recipient may receive less than the face value purchased. This is applied by the operator, not by us, and is not grounds for a refund.

Nothing in this policy affects your mandatory statutory rights as a consumer under applicable EU and local law. This policy is provided by Hytrenda OÜ (a private limited company (osaühing) registered in Estonia), the Merchant of Record for all transactions.

Questions about a refund? Email support@topupolive.com, or write to Hytrenda OÜ, Pärnu mnt 106-21, Kesklinna linnaosa, 11312 Tallinn, Harju maakond, Estonia.