1. Cases we always refund
- The payment was taken but no credit was applied to the card.
- The same top-up was charged twice because of a technical error.
- We refused or could not complete the transaction after payment.
- The credited amount differs from the amount you confirmed.
2. Cases we review individually
- A card number was mistyped and the credit has not yet been used. Contact us as fast as possible; recovery depends on how quickly we are told.
- Credit applied to a card that was subsequently lost or blocked.
- Suspected unauthorised use of your payment card.
3. Cases we cannot refund
- Credit that has already been spent on travel or parking.
- Change of mind after credit has been successfully applied, since the balance remains available to you.
- Fees charged by your own bank, such as foreign transaction charges.
- Journeys missed or fines incurred while a top-up was being processed.
4. How to request a refund
- Email support@noltopup.com within 30 days of the transaction.
- Include the reference number from your receipt.
- State the amount, the date and what went wrong.
- Attach a screenshot if you have one, which usually speeds things up.
5. Timing
We acknowledge every request within one business day and decide within five business days. Approved refunds are sent back to the payment card you used; how quickly it appears on your statement depends on your bank, typically 5 to 10 business days.
6. Service fee
Where the failure is ours — no credit applied, a duplicate charge, a wrong amount — we refund the service fee as well. Where credit was correctly applied and the refund is granted as a goodwill exception, the service fee is retained, because the work was performed.
7. Disputes
If you disagree with a refund decision, reply to our email and ask for a review; a second person will look at the case. You keep your statutory rights and your right to raise the matter with your bank.