Digital top-ups are delivered within seconds, so in most cases the order is already complete before a cancellation could be processed. Once credit reaches a phone or a voucher code is revealed, it cannot be returned.
When we can cancel
- The order is still pending payment or processing and has not reached the carrier or supplier.
- The carrier rejected the top-up, for example because the number was postpaid, invalid, or barred.
- We could not source the voucher you paid for.
When we cannot
- The reload has been credited to the number, including a wrong number you entered yourself.
- A voucher code has been shown to you, whether or not you have redeemed it. Once it is visible we have to treat it as used.
To ask for a cancellation, contact us with the order number as soon as possible. Your rights under the Consumer Affairs Authority Act are unaffected by any of the above.