Refund Policy

Last Updated: January 2026

1. Understanding Digital Goods

Ez2Topup provides digital goods and services including game credits, virtual currencies, and in-game items. Due to the instant and irreversible nature of digital product delivery, our refund policy differs from physical goods.

Once a top-up is successfully processed and delivered to your game account, the transaction cannot be undone.

2. Non-Refundable Situations

Refunds will NOT be granted in the following situations:

  • The top-up was successfully delivered to the correct Player ID/UID.
  • You entered an incorrect Player ID, Server ID, or Zone ID.
  • You changed your mind after the purchase was processed.
  • Your game account was banned or suspended by the game publisher (this is beyond our control).
  • You did not receive items due to game server issues or maintenance.
  • The in-game item/currency value changed after your purchase.

Important

Please double-check your Player ID before confirming payment. We cannot recover credits sent to the wrong account.

3. Refund-Eligible Situations

We may consider refunds or store credit under the following circumstances:

Eligible for Refund

  • Failed Delivery: The top-up was not delivered within 24 hours despite successful payment, and our support team cannot resolve it.
  • Double Charge: You were charged multiple times for the same order due to a technical error.
  • Wrong Product Delivered: You received a different amount or product than what you ordered (with proof).
  • System Error: A bug on our website caused an incorrect order.

4. How to Request a Refund

To request a refund, you must:

  • Contact us within 48 hours of your purchase.
  • Provide your Order ID and Payment Receipt (eSewa/Khalti screenshot).
  • Clearly explain the issue with supporting evidence (screenshots).

Submit your request via:

5. Refund Processing Time

If your refund is approved:

  • Wallet Credit: Instant (credited to your Ez2Topup account balance).
  • eSewa/Khalti Refund: 3-7 business days (depends on payment provider).
  • Bank Refund: 7-14 business days.

We will notify you via email once the refund is processed.

6. Dispute Resolution

If you are unsatisfied with our refund decision, you may:

  • Request a review by emailing us with additional evidence.
  • Contact your payment provider (eSewa, Khalti) to dispute the charge, though we will provide our transaction records.

We aim to resolve all disputes fairly and within 5 business days.

7. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting. We encourage you to review this page periodically.

8. Contact Us

For refund inquiries or questions about this policy, please contact:

Email: support@ez2topup.com