Refund policy

Refund policy

This is the short, honest version. If you need the long legal wording, see Terms.

Failed payments

If the card payment does not go through — because the bank declined, the card is not supported, or you closed the page half-way — you are not charged. There is nothing to refund. Try again with the same card after a minute, or use a different one.

Successful top-ups on the correct card

Once the top-up has been applied to a valid nol tag, we cannot roll it back. The balance sits on the physical card and is spent by the rider through normal transit use. That mirrors the transit operator's own rule on prepaid balances.

Wrong tag ID typed by mistake

If a top-up landed on a different card than intended because of a typing mistake, write to support@topupnolcard.org within seven days with the order number, the amount and both tag IDs (the wrong one that got charged and the correct one). We look at these case-by-case. In most situations we can help move the balance or arrange a partial refund minus the payment processing fee.

Duplicate top-ups

If two identical top-ups posted to the same card at nearly the same time, one is almost certainly a duplicate. Send us both order numbers and we will refund the duplicate back to the original card. This usually takes three to five business days for the bank to post.

How to request a refund

Write to support@topupnolcard.org with the order number, the AED amount, the tag ID and a short note about what happened. Refunds land back on the same card used to pay — that is a rule set by the card networks, not by us.

Chargebacks

If you open a chargeback with your bank without contacting us first, we lose the chance to fix an honest mistake quickly. Please give us one email first. We answer during Dubai working hours and can usually sort things out faster than a chargeback flow.