1. Overview
This Refund Policy explains when and how A1Topup Services (OPC) Pvt Ltd ("A1Topup", "we", "us", or "our") issues refunds for transactions made through our website, mobile application, and API. It should be read together with our Terms and Conditions and Privacy Policy. Because A1Topup operates as a prepaid-wallet recharge and bill payment platform, most "refunds" take the form of a reversal of funds back into your A1Topup wallet rather than a transfer to your bank account, except where noted below.
2. Applicability
This policy applies to all mobile recharge, DTH recharge, data card recharge, bill payment, and related transactions processed through A1Topup, whether initiated by you directly, through a Retailer, Distributor, or Master Distributor account, or via our API.
3. Wallet Top-Up Refunds
Funds added to your A1Topup wallet through approved payment methods (net banking, UPI, debit/credit card, or bank transfer) are intended for use within the platform to fund recharges and bill payments. Wallet top-ups are non-refundable to your bank account once successfully credited, except:
- Where the top-up amount was debited from your bank account but never credited to your A1Topup wallet due to a technical or gateway error;
- Where required by applicable law or a directive from a regulator or payment partner;
- Upon permanent closure of your account, after deduction of any outstanding dues, subject to our standard verification process.
4. Failed or Pending Transactions
If a recharge or bill payment fails after your wallet has been debited, the amount is ordinarily reversed automatically to your A1Topup wallet once the failure is confirmed by the operator, biller, or payment partner. Some transactions may remain in a "pending" state for a short period while we await confirmation from the operator before the outcome — success or failure — is finalized. If a transaction remains pending or unresolved for longer than the timelines described in Section 7, please raise a support ticket so our team can investigate.
5. Duplicate Payments
If you are charged more than once for the same recharge or bill payment due to a technical error (for example, a network timeout that caused you to resubmit the same request), the duplicate amount will be reversed to your A1Topup wallet after verification. Please contact support with both transaction reference numbers so we can investigate promptly.
6. Wrong Number or Wrong Recharge
Recharges or bill payments successfully completed to an incorrect mobile number, subscriber ID, or consumer number cannot be refunded or reversed. Once a top-up or bill payment is confirmed successful by the operator or biller, it is final and non-recoverable, in line with standard telecom and utility industry practice.
We strongly recommend double-checking the number, operator, and amount before confirming any transaction. If you believe you entered the wrong details, contact the relevant telecom operator or biller directly, as they are best placed to advise on their own correction process, if any exists.
7. Refund Timelines
| Scenario | Typical Timeline |
|---|---|
| Automatic reversal for a failed transaction | Within 24–48 hours of failure confirmation |
| Manual review after a support ticket is raised | 3–7 business days |
| Top-up debited but not credited to wallet | 5–10 business days, pending payment gateway confirmation |
| Refund to original bank source (where applicable) | 7–14 business days after approval |
Actual timelines may vary depending on response times from telecom operators, billers, payment gateways, and banking partners, which are outside our direct control.
8. Non-Refundable Cases
- Successful recharges or bill payments sent to a correct but unintended number or account due to user error;
- Delays or failures caused by the end user's own network connectivity or device issues;
- Transactions flagged for suspected fraud, money laundering, or violation of our Terms and Conditions;
- Promotional or cashback credits that have already been used or have expired as per their specific terms;
- Any charges levied by your bank, card network, or mobile network provider in connection with a transaction, which are outside A1Topup's control.
9. How to Request a Refund
- Contact our support team at support@a1topup.com with your registered mobile number or account ID.
- Include the transaction reference number, date, amount, and a brief description of the issue.
- Where relevant, attach screenshots of the transaction status or any error message received.
- Our team will review your request, coordinate with the relevant operator or payment partner where needed, and update you on the outcome.
Raising a ticket promptly, ideally within 7 days of the transaction, helps us investigate more effectively with operators and payment partners.
10. Chargebacks & Disputes
If you initiate a chargeback or dispute with your bank or card network for a transaction that was successfully completed on our platform, we reserve the right to suspend your account while the dispute is investigated and to share relevant transaction records with your bank or payment partner to resolve the matter. We encourage you to contact our support team first, as most issues can be resolved faster directly with us than through a bank dispute process.
11. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our operations, payment partners, or applicable law. We recommend reviewing this page periodically. We will notify you of material changes by posting the revised policy on this page with an updated effective date. This policy is effective as of August 21, 2026.
12. Contact Us
For any questions about this Refund Policy or to raise a refund request, please reach out:
