Refund Policy

This Refund Policy explains how EasyTopup Solutions Pte Ltd handles refunds, reversals, and cancellations across our product categories. Specific refund eligibility may vary by product, operator, or service provider — any terms that differ from the general framework below are confirmed at checkout before you pay.

1. Mobile Top-Ups

Mobile top-ups are digital goods delivered electronically to the recipient's mobile account. Once a top-up has been successfully delivered to the operator and credited to the recipient, it is non-refundable. If a top-up fails to deliver — due to an incorrect number, an unsupported operator, or a provider error — the full amount will be refunded to your original payment method or wallet balance.

If the delivery outcome is uncertain (for example, the provider request timed out and we cannot confirm whether the recharge was applied), we will investigate with the provider before issuing a refund to avoid a duplicate recharge. Contact us with your order number and we will escalate the investigation.

2. Digital Products (eSIM, Gift Cards)

Digital products such as eSIM plans and gift card vouchers are delivered electronically. Because these products can be immediately used or redeemed, they are generally non-refundable once delivery is confirmed and access credentials have been made available to you. If a digital product is faulty, undelivered, or materially different from its description, contact us with your order details for a review.

3. Device Repairs

Repair services follow a quote-approval process. A diagnostic fee may apply to assess your device; this fee is disclosed before you book and is generally non-refundable once the diagnosis is completed. If a repair quote is provided, no repair work proceeds until you approve the quote. If you decline the quote, your device will be returned to you and you will only be responsible for the diagnostic fee and any agreed return shipping. If a repair fails or the issue recurs within the warranty period provided on your repair invoice, contact us to arrange a warranty rework.

4. Physical Goods

Physical products may be returned in their original, unopened condition within the return window specified on the product page or your order confirmation. Return shipping costs may apply depending on the reason for the return. Refunds for returned physical goods are processed to the original payment method once the returned item is received and inspected.

5. Wallet Balance

Wallet balances are non-transferable between accounts. Funds loaded into your wallet via bank transfer or card payment are refundable to the original payment source on request, subject to verification. Wallet balances used to pay for orders follow the same refund rules as the underlying product category — approved refunds are credited back to your wallet balance.

6. How to Request a Refund

To request a refund or report a delivery issue, contact our support team with your order number and a description of the problem. You can reach us via the Contact Us page, by email, or by WhatsApp during business hours. Please report issues promptly — delays may limit our ability to recover funds from the upstream provider.

7. Refund Processing

Approved refunds are returned to the original payment method or wallet balance used for the purchase. Card refunds may take several business days to appear on your statement, depending on your bank. Wallet refunds are typically reflected within one business day. We will confirm the refund method and expected timeline when your request is approved.

8. Contact

For any refund-related questions, contact us at EasyTopup Solutions Pte Ltd, 26 Kallang Place, #03-14, Singapore 339157, or via the Contact Us page.