Refund Policy

1. Digital Goods — General Rule

UpiChat delivers digital goods (mobile airtime and data top-ups) that are fulfilled instantly upon successful payment. Under Article 6:230p of the Dutch Civil Code and Article 16(m) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to digital content that is delivered with the consumer's prior express consent and acknowledgment that the right of withdrawal is lost.

By completing a purchase on UpiChat, you expressly consent to immediate delivery and acknowledge that you waive your right of withdrawal for that transaction.

Successfully delivered top-ups are non-refundable.

2. Failed Deliveries — You Are Never Charged

UpiChat uses an authorize-first, capture-after-delivery payment model. This means your payment method is authorized (reserved) when you place an order, but the payment is only captured (charged) after the top-up has been confirmed as successfully delivered to the recipient's phone.

If delivery fails for any reason — network error, operator downtime, invalid phone number, or any other technical issue — the payment authorization is automatically released. You are not charged. The reserved amount is returned to your payment method, typically within minutes for card payments and up to 2–3 business days for bank transfers.

3. When You May Be Eligible for a Refund

In rare cases, a refund may be warranted even after delivery confirmation:

• Duplicate charges: If you were charged more than once for the same transaction due to a technical error, the duplicate charge will be refunded in full.
• Delivery confirmed but not received: If our system shows delivery as successful but the recipient did not receive the top-up, contact us within 14 days. We will investigate with our fulfillment partner (Reloadly or Sochitel) and the recipient's mobile operator. If the investigation confirms the top-up was not received, we will issue a full refund.
• Wrong amount delivered: If the delivered amount differs from what you purchased, contact us within 14 days. We will investigate and either deliver the difference or issue a partial refund.

4. When Refunds Are Not Available

Refunds are not available in the following situations:

• The top-up was successfully delivered and consumed by the recipient.
• You entered an incorrect phone number and the top-up was delivered to that number (please double-check the recipient's number before confirming).
• The recipient's mobile operator applied the top-up as credit that was then used for calls, messages, or data.
• You changed your mind after the top-up was delivered.
• Price differences between what you expected and what was charged, if the final price was clearly displayed and confirmed before payment.

5. How to Request a Refund

Email support@upichat.com with the following information:

• Your UpiChat account email address.
• The transaction ID or order reference number (found in your order history or confirmation email).
• The date and approximate time of the transaction.
• The recipient's phone number and country.
• A description of the issue.

We aim to respond to all refund requests within 2 business days. If a refund is approved, it will be processed to your original payment method within 5–10 business days, depending on your payment provider and bank.

6. Chargebacks

If you initiate a chargeback (payment dispute) with your bank or card issuer instead of contacting us first, please be aware that chargebacks incur processing fees that may be passed on if the chargeback is found to be unjustified. We encourage you to contact support@upichat.com first so we can resolve the issue directly and quickly.

7. Partner Transactions

Transactions made through UpiChat partners (resellers) are subject to the same refund policy. If you purchased through a partner, you may contact either the partner or UpiChat directly for refund requests.

8. Currency and Exchange Rates

Refunds are issued in the original payment currency at the amount originally charged. We do not compensate for exchange rate fluctuations between the time of purchase and the time of refund.

9. Contact

For refund requests or questions about this policy:

If you are not satisfied with our resolution, you may submit a complaint to the European Commission's Online Dispute Resolution platform at ec.europa.eu/odr or contact the Dutch Authority for Consumers and Markets (ACM) at acm.nl.