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Refund and Cancellation Policy
Cancelling before a top-up is placed costs nothing. After credit reaches a line it cannot be reversed — here is exactly when a refund is due and how to claim it.
This policy explains when money can be returned and when it cannot. The short version: before a top-up is placed, cancelling costs nothing. After prepaid credit has reached a line, the operator cannot reverse it.
1. Before the top-up is placed
Nothing is committed until you confirm the number and the amount and settle the agreed total. Up to that moment you may cancel a request for any reason, or no reason, at no cost. Say so during the confirmation contact, or write to support@dubairechargedesk.org.
2. After the top-up has been delivered
Prepaid credit cannot be recalled once the operator has delivered it to a mobile number. This applies even where the number turns out to be the wrong one, because the credit now belongs to whoever holds that line. It is the reason every number is read back to you before anything is placed.
A delivered top-up that matches the number and amount you confirmed is therefore not refundable.
3. When a refund is due
You are refunded in full where:
- You settled a request and the top-up was never delivered.
- A different amount was delivered than the one you confirmed — the difference is returned, or the shortfall topped up, whichever you prefer.
- The top-up was placed on a number other than the one you confirmed, through an error on our side.
- We declined or could not complete your request after you had settled.
- You were charged twice for the same request.
4. How to request one
Contact the desk with the mobile number, the amount and the approximate time of the request. Phone +971 4 512 7840, email support@dubairechargedesk.org, or use the form on the contacts page. Claims should be raised within 30 days of the request.
5. How long it takes
- We acknowledge a claim within one working day.
- We check the delivery status and tell you the outcome within 5 working days.
- Approved refunds are returned by the same route you used to settle, normally within 10 working days.
- How quickly the money then appears depends on your bank or payment provider.
No fee is deducted from an approved refund.
6. If a claim is declined
You are told why, in writing, with what we found when we checked the delivery status. If you disagree, reply and ask for it to be looked at again; a different member of staff reviews it.
7. Contact
Recharge Desk, 70 8 Street, Al Quoz Industrial First, Al Quoz, Dubai, United Arab Emirates. Phone +971 4 512 7840, email support@dubairechargedesk.org.