Refund Policy

1. Overview

This policy explains how we deal with refund requests for top-ups ordered through VEYA. It forms part of the Terms of Use.

A mobile top-up is delivered electronically and is usually credited to the receiving number within minutes. Once credit has been applied by the operator it becomes part of the balance of that number and generally cannot be withdrawn again. For that reason our ability to refund depends heavily on whether, and where, the credit was delivered.

Refund eligibility depends on the circumstances of the transaction and applicable mandatory consumer law. We review every request individually and on its merits. Nothing in this policy affects mandatory statutory rights.

2. Duplicate top-up

If the same number was topped up twice by mistake within a short period, for example because a page was refreshed or an order was resubmitted, please contact us with both order IDs. Where our records show that the duplicate was caused by a technical error on our side, or where the operator is able to reverse the second credit, we refund the duplicate amount.

Where two separate orders were deliberately placed and both were delivered successfully, the credit remains on the number and a refund is generally not possible; we will still look at the circumstances.

3. Unsuccessful transaction

If the payment was declined or cancelled before completion, no contract is concluded and no amount is charged. You may see a temporary reservation on your card or account; this is released by your bank or card issuer according to its own timelines and does not require a refund from us.

If you are unsure whether a payment went through, check the confirmation page or, if you provided an email address, your receipt. You can also contact us with the approximate time of the attempt and the last digits of the number you entered.

4. Top-up sent to the wrong number

It is your responsibility to check the mobile number, country and operator before confirming an order. If credit has been delivered to a valid number that you entered, the operator has fulfilled the order and the credit generally cannot be reversed, even if that number was not the one you intended.

We nevertheless review each case. Where the number turns out to be invalid or the credit was not accepted by the operator, the top-up will not have been delivered and the amount is returned to you. Where credit was delivered to a working number, we will ask the operator whether a reversal is possible, but we cannot promise a result.

Please contact us as soon as you notice the error; the chances of a reversal are highest before the credit has been used.

5. Unsupported operator or mismatch

If the number you entered belongs to an operator that we do not support, or does not match the operator you selected, the top-up will normally be rejected before delivery. In that case no top-up is made and any amount captured is returned.

If the credit was nonetheless accepted by an operator and delivered to the number, section 4 applies.

6. Top-up not received

Most top-ups arrive within minutes, but operator delays of up to a few hours occasionally occur. If the credit has not arrived within a reasonable time, please:

• check the number and operator shown on your confirmation page or receipt;
• check the balance on the phone using the operator's balance-enquiry method;
• contact us at the support contact listed in our Imprint with your order ID.

We will check the delivery status with the operator or our top-up supplier. If the top-up cannot be completed, we refund the amount paid. If the operator confirms delivery, we will share the delivery reference with you so that you can take it up with the operator.

7. Payment taken but order not completed

If your payment was captured but you were shown a failure page, or you did not receive an order confirmation, please contact us. We will confirm whether the top-up was in fact delivered. If it was not, and cannot be completed, the amount captured is refunded to the original payment method.

8. Suspected fraud or unauthorised payment

If you believe that your payment method was used without your permission to place an order on VEYA, please contact us immediately at the support contact listed in our Imprint and your bank or card issuer. Provide as much detail as you can, including the date, amount and any order ID you have.

We investigate such reports, cooperate with the payment provider and, where required, with the competent authorities. Whether and how a refund is made depends on the outcome of the investigation and on the rules applicable to your payment method. We may decline further orders from the payment instrument, device or contact details involved.

9. Accidental purchase

If you placed an order by mistake, contact us straight away and quote your order ID. If the top-up has not yet been delivered we will try to stop it, in which case the amount is refunded. If the credit has already been applied to a valid number, section 4 applies.

10. Your statutory rights

As a consumer you may have statutory rights in connection with a purchase made online, including rights relating to withdrawal from the contract and remedies where a service is not performed as agreed. The exact scope of those rights depends on the law of the country in which you habitually reside.

Because a top-up is delivered electronically and performance begins immediately after payment, exceptions applicable to digital content or to services fully performed with your prior express agreement may apply to a right of withdrawal. Where you are asked to acknowledge this at checkout, that acknowledgement relates to those rules.

Nothing in this policy limits rights that cannot be excluded under mandatory law.

11. How to request a refund

Send an email to the support contact listed in our Imprint and include:

• your order ID (shown on the confirmation page and, if you provided an email address, in your receipt);
• the mobile number that was topped up (or that you intended to top up);
• the date and amount of the payment;
• a short description of what went wrong.

Requests without an order ID take longer to process because we first have to identify the transaction. Please do not send card numbers or other payment credentials by email.

12. Processing of refunds

We acknowledge refund requests promptly and aim to reach a decision within a few working days, although cases that require confirmation from an operator can take longer. We will keep you informed of the progress.

Approved refunds are returned to the payment method used for the original order through the payment provider. The time it takes for the amount to appear on your statement depends on your bank or card issuer and can be several working days after we have issued the refund.

If you are not satisfied with our decision, you can reply to our message and ask for the case to be reviewed again, or use the options described in the Imprint under dispute resolution.