Website: topupngo.com

Trading name: Topupngo / Topupngo.com

Merchant / Operator: Silebrix OÜ

Last updated: 20.08.2026

1. Introduction

   1. This Refund and Cancellation Policy explains when refunds, cancellations, replacements or re-deliveries may be available for purchases made through topupngo.com.
   2. The website operates under the trading name Topupngo and sells or may sell mobile top-ups, mobile recharge, airtime, mobile data bundles and other related prepaid mobile recharge products.
   3. Mobile top-up and recharge products are often fulfilled immediately or shortly after payment confirmation. For this reason, refunds and cancellations may be limited once a top-up, recharge, airtime or data bundle has been successfully applied or otherwise fulfilled.
   4. This Policy is separate from, but should be read together with, our Terms and Conditions, Privacy Policy and Cookie Policy.
   5. Nothing in this Policy limits any mandatory consumer rights that cannot be excluded under applicable law.

2. Who We Are

   1. The website is operated by:
   2. Silebrix OÜ
   3. Registered address: Harju maakond, Tallinn, Kesklinna linnaosa, Pärnu mnt 106-21, 11312, Estonia
   4. Company registration number: 17493774
   5. Website: topupngo.com
   6. Trading name: Topupngo / Topupngo.com
   7. Support email: contact@topupngo.com
   8. Silebrix OÜ acts as the merchant and website operator for purchases made through topupngo.com, unless expressly stated otherwise.

3. Scope of This Policy

   1. This Policy applies to orders placed through topupngo.com for mobile top-up and related prepaid recharge products and services, including:
      1. mobile top-ups, mobile recharge and airtime products;
      2. mobile data bundles and related prepaid mobile recharge products, where available;
      3. other related mobile recharge or prepaid telecom products made available on the website.
   2. This Policy applies to both consumer and business customers. Certain mandatory consumer rights may apply only to consumers.
   3. Product-specific mobile operator, network, fulfilment provider or payment provider terms may also apply.
   4. If a third-party provider’s confirmation is required to determine whether a top-up or recharge was successfully applied, remains pending or failed, we may need to wait for that provider’s response before deciding a refund request.

4. General Refund Principles

   1. Refunds are available only in the circumstances described in this Policy, in our Terms and Conditions, or where required by applicable law.
   2. A customer must check all order details carefully before confirming payment, including:
      1. recipient mobile number;
      2. email address used for the order, where collected;
      3. selected country or region;
      4. selected mobile operator or network;
      5. product type;
      6. denomination, amount and currency;
      7. billing and payment details.
   3. The customer is responsible for errors in the details entered or selected at checkout, unless the error was caused by us or by a verified technical failure in our systems.
   4. We may investigate any refund request before approving or rejecting it.
   5. We may request reasonable information and evidence, including order ID, payment confirmation, screenshots, device information, recipient details, error messages and relevant correspondence.
   6. We may reject refund requests where the top-up, recharge, airtime or data bundle has been successfully applied or otherwise fulfilled, unless a refund is required by law or there is a verified technical failure not caused by the customer.

5. Mobile Top-Ups and Immediate Fulfilment

   1. Mobile top-ups, recharge, airtime and data bundle products may be fulfilled immediately or shortly after payment confirmation.
   2. Depending on the product, fulfilment may occur when:
      1. a mobile top-up or recharge is applied to the recipient number;
      2. a data bundle is applied to the recipient number or account;
      3. the relevant mobile operator or provider confirms that the top-up, recharge, airtime or data bundle has been successfully applied or fulfilled.
   3. Once digital fulfilment has begun or completed, cancellation may no longer be possible.
   4. Mobile top-up and recharge products may be non-refundable once successfully applied or otherwise fulfilled, subject to applicable consumer law.

6. Failed or Unsuccessful Transactions

   1. If payment is captured but the order fails and no top-up, recharge, airtime or data bundle is successfully applied or otherwise fulfilled, the customer may be eligible for a refund, replacement or re-processing.
   2. A transaction may fail due to:
      1. payment failure;
      2. payment provider rejection;
      3. provider-side product unavailability;
      4. operator or provider rejection;
      5. technical error;
      6. compliance or fraud prevention review;
      7. incorrect or incomplete customer information; or
      8. other operational reasons.
   3. A payment authorization is not the same as a captured payment. In some cases, the customer’s bank, card issuer or payment provider may show a pending authorization even though funds have not been captured by us.
   4. If an authorization is not captured, the pending amount is usually released by the customer’s bank, card issuer or payment provider. The time required for the amount to become visible again depends on the relevant bank, card issuer or payment provider.
   5. If payment was captured and the order failed before fulfilment, we will review the transaction and, where appropriate, process a refund or arrange replacement or re-delivery.
   6. If the customer believes they were charged more than once for the same order, they should contact us at contact@topupngo.com with the order ID, payment confirmation and evidence of the duplicate charge.
   7. Verified duplicate captured payments will be refunded where the duplicate payment did not result in a separate fulfilled product.
   8. We are not responsible for delays caused by banks, card issuers, payment providers or payment networks in releasing pending authorizations or posting refunds.

7. Mobile Top-Up and Mobile Recharge Refunds

   1. For mobile top-ups, mobile recharge, airtime products, data bundles and similar telecom products, the customer is responsible for entering and selecting the correct:
      1. recipient mobile number;
      2. country;
      3. mobile operator or network;
      4. product type;
      5. denomination, amount and currency; and
      6. any other required order details.
   2. Once a mobile top-up, recharge, airtime product or data bundle has been successfully applied to the recipient number by the relevant operator or provider, it generally cannot be cancelled, reversed or refunded.
   3. Incorrect recipient number, wrong country, wrong operator, wrong network, wrong product type or wrong amount selected by the customer is generally non-refundable, unless recovery or reversal is possible from the relevant operator or provider.
   4. We do not guarantee that an incorrectly applied top-up can be recovered. Mobile operators and providers may treat successful application to a number as final.
   5. If a top-up fails and the relevant operator or provider confirms that no credit, airtime, recharge or data was applied to the recipient number, we may offer a refund, replacement or re-processing of the order.
   6. Delays caused by mobile operators, telecom networks, aggregators or fulfilment providers do not automatically create a refund right if the order is ultimately fulfilled.
   7. Where an order is pending, we may need to wait for confirmation from the relevant operator or provider before deciding whether the transaction has succeeded or failed.
   8. Network coverage, mobile service quality, SIM validity, roaming availability, local telecom rules, operator policies and recipient account restrictions are outside our control and do not automatically entitle the customer to a refund.
   9. Confirmation from the relevant operator or provider that a top-up was successfully applied will generally be treated as evidence of successful fulfilment, unless there is clear evidence of a technical error.

8. Cancellations Before Fulfilment

   1. Orders may be cancellable only before fulfilment begins and before the top-up, recharge, airtime or data bundle is successfully applied or otherwise fulfilled.
   2. Because most products are fulfilled digitally and often instantly or near-instantly, cancellation may not be possible after payment confirmation.
   3. A cancellation request must be sent immediately to contact@topupngo.com with the order ID and payment confirmation.
   4. We do not guarantee that a cancellation request can be processed before fulfilment begins.
   5. If a cancellation request is received before fulfilment begins and cancellation is technically and operationally possible, we may cancel the order and process a refund where payment has been captured.
   6. If fulfilment has already begun or completed, the order will be treated under the applicable refund rules for the relevant product type.

9. Orders Cancelled by Us

   1. We may cancel, reject, delay or manually review an order where reasonably necessary for:
      1. payment failure or incomplete payment;
      2. suspected fraud or unauthorized payment method use;
      3. chargeback risk or payment dispute risk;
      4. AML/KYC, sanctions, compliance or security reasons;
      5. product unavailability;
      6. operator or provider rejection;
      7. pricing error;
      8. technical error;
      9. duplicate order;
      10. breach of our Terms and Conditions; or
      11. other legitimate operational, legal, compliance or risk management reasons.
   2. If we cancel an order before delivery or fulfilment and payment was captured, we will process a refund unless legal, regulatory, sanctions, fraud prevention or payment partner restrictions prevent us from doing so immediately.
   3. Where a refund is delayed due to compliance, sanctions, fraud prevention or payment investigation requirements, we will handle the matter in accordance with applicable law and payment partner requirements.
   4. We may refuse to fulfil or refund a transaction where doing so would breach applicable law, sanctions rules, regulatory requirements, payment partner rules or law enforcement instructions.

10. EU Consumer Withdrawal Rights

    1. If you are a consumer in the European Union, you may have a statutory right to withdraw from certain distance contracts within the period required by applicable consumer law.
    2. Mobile top-up and recharge transactions may be subject to specific rules for services and digital fulfilment under EU and national consumer law.
    3. Where you expressly request immediate performance of a mobile top-up or recharge service before the end of any applicable statutory withdrawal period, your withdrawal rights may be affected to the extent permitted by applicable law. Where the service has been fully performed following the legally required prior request, consent and acknowledgement, the right of withdrawal may be lost.
    4. This may apply where the requested mobile top-up or recharge has been successfully applied to the recipient number or mobile account and the relevant statutory conditions for immediate performance have been met.
    5. We do not exclude or limit any statutory consumer rights that cannot be excluded or limited under applicable law.
    6. If a mandatory consumer right applies despite the digital nature of the product, we will comply with that right.
    7. Business customers do not have consumer withdrawal rights unless mandatory law provides otherwise.

11. How to Request a Refund

    1. To request a refund, contact us at:
    2. contact@topupngo.com
    3. Your refund request should include:
       1. order ID;
       2. payment confirmation or proof of payment;
       3. email address used for the order;
       4. recipient mobile number;
       5. product type;
       6. selected country, operator or network, product type and denomination or amount, where relevant;
       7. description of the issue;
       8. screenshots or error messages, where relevant;
       9. i. confirmation whether the top-up or recharge was applied, remains pending or failed; and
       10. any other information reasonably necessary to investigate the request.
    4. We aim to respond to refund requests within 24 hours
    5. Complex cases may take longer where we need information from payment providers, mobile operators, telecom networks, fulfilment providers, fraud prevention providers, banks or other third-party partners.
    6. Failure to provide requested information may delay the review or result in rejection of the refund request where we cannot verify the issue.

12. Refund Review and Investigation

    1. We may investigate refund requests before making a decision.
    2. Investigation may include:
       1. reviewing order records;
       2. checking payment status;
       3. checking delivery status;
       4. checking whether the top-up or recharge was successfully applied;
       5. checking whether a top-up was applied;
       6. checking whether an eSIM was delivered, scanned, installed, activated or used;
       7. contacting third-party providers;
       8. reviewing screenshots and error messages;
       9. reviewing fraud, risk and chargeback indicators; and
       10. requesting further information from the customer.
    3. Possible outcomes may include:
       1. refund approval;
       2. partial refund, where appropriate and lawful;
       3. replacement product;
       4. re-delivery;
       5. re-processing of the order;
       6. further technical support;
       7. request for more information; or
       8. rejection of the refund request.
    4. We may reject a refund request if records show that the top-up, recharge, airtime or data bundle was successfully applied or otherwise fulfilled.
    5. We may also reject a refund request if the issue was caused by customer error, misuse, breach of the Terms and Conditions, operator or provider restrictions, incorrect customer or recipient details, fraud risk or circumstances outside our control.

13. Refund Method and Timing

    1. Approved refunds are normally made to the original payment method used for the purchase.
    2. We may refuse to refund to a different card, bank account, wallet or payment method unless required by law or approved by our payment provider for security or compliance reasons.
    3. Refund timing depends on the payment provider, card issuer, bank, payment method, payment network, fraud checks and compliance review.
    4. Once a refund is processed by us or our payment provider, it may take additional time for the refunded amount to appear on the customer’s statement or payment account.
    5. For approved refunds, the expected processing timeframe is 10 days, subject to payment provider, bank, card issuer and compliance processing times.
    6. Currency conversion rates may differ between the original payment date and the refund date. We are not responsible for currency conversion differences, foreign transaction fees, card issuer fees, bank fees or payment method fees charged by the customer’s financial institution.
    7. If the original payment method is unavailable, expired or unable to receive refunds, we may request additional information and process the refund using another lawful and secure method approved by our payment partners.

14. Chargebacks and Payment Disputes

    1. If you have an issue with an order, you should contact us at contact@topupngo.com before filing a chargeback or payment dispute, so that we can investigate and attempt to resolve the issue.
    2. This does not limit any mandatory rights you may have under applicable law or payment scheme rules.
    3. If a chargeback or payment dispute is filed, we may:
       1. suspend review of any parallel refund request while the dispute is handled through the payment channel;
       2. provide evidence to payment service providers, acquiring banks, card processors, card schemes, wallet providers and dispute processors;
       3. provide order records, payment records, delivery confirmation, provider confirmation, IP data, device data, account activity and customer communications where lawful and relevant;
       4. suspend or restrict the account during investigation; and
       5. decline further orders where there is a risk of fraud, misuse or repeated disputes.
    4. Filing a chargeback for a top-up, recharge, airtime or data bundle that was correctly and successfully applied or otherwise fulfilled may be treated as payment abuse or breach of our Terms and Conditions.
    5. Where a chargeback or payment dispute is fraudulent, abusive, false or made in bad faith, we may take lawful steps to protect our rights, recover amounts owed and prevent further misuse.

15. Fraud, Abuse and Compliance Holds

    1. We may refuse refunds, delay refunds, suspend accounts, cancel orders or restrict access where we reasonably suspect:
       1. fraud;
       2. misuse of the website;
       3. stolen or unauthorized payment method use;
       4. false refund claims;
       5. chargeback abuse;
       6. refund abuse;
       7. account farming;
       8. automated purchasing or bot activity;
       9. breach of our Terms and Conditions;
       10. sanctions risk;
       11. AML/KYC risk;
       12. identity mismatch;
       13. payment verification failure; or
       14. other suspicious, unlawful or non-compliant activity.
    2. We may request identity verification, proof of payment, cardholder verification, address verification, source of funds information or other reasonable information for fraud prevention, payment security, sanctions screening, compliance or chargeback prevention.
    3. We may cooperate with payment processors, acquiring banks, card schemes, banks, regulators and law enforcement where legally required or where necessary to protect our rights, customers and payment systems.
    4. If we are legally or contractually required to hold, block, delay or investigate funds due to fraud, sanctions, AML/KYC, payment security or law enforcement reasons, refund processing may be delayed or refused to the extent permitted or required by law.

16. Non-Refundable Items and Cases

    1. Unless required by applicable law or expressly approved by us after investigation, the following are generally non-refundable:
       1. successfully applied or otherwise fulfilled mobile top-ups, mobile recharge, airtime or data bundle products;
       2. mobile top-ups, mobile recharge, airtime or data bundles successfully applied to the recipient number;
       3. orders with an incorrect recipient phone number entered by the customer;
       4. orders where the customer provided materially incorrect order or billing information that prevents proper fulfilment or verification;
       5. orders where the customer selected the wrong country, operator, network, product, denomination, amount or currency;
       6. delays caused by third-party providers where the order is ultimately fulfilled;
       7. poor local network coverage, congestion, roaming limitations or telecom service quality outside our control;
       8. unused or partially used mobile data or recharge benefits after a top-up has been successfully applied, where the relevant operator does not permit reversal;
       9. products purchased by mistake after the customer confirmed the checkout details; and
       10. suspicious, fraudulent, abusive or non-compliant activity.
    2. This section does not exclude any mandatory refund, cancellation, conformity or consumer protection rights that cannot be excluded by applicable law.

17. Contact Details

    1. For refund requests, cancellation requests, failed transactions, missing or delayed top-ups, payment issues or chargeback-related questions, please contact:

       Silebrix OÜ

       Harju maakond, Tallinn, Kesklinna linnaosa, Pärnu mnt 106-21, 11312, Estonia

       Company registration number: 17493774

       Email: contact@topupngo.com

       Website: topupngo.com

    2. Please do not send full card numbers, CVV/CVC codes or other sensitive payment authentication details by email.