Refunds

Updated 2026-11-11

Refunds return only unspent top-up money.

What can be refunded

• The unused part of a paid top-up order. The refundable amount is capped by the order's unrefunded paid amount and by the matching available balance, rounded down to 0.01.
• Gift credit (trials, campaigns and some redemption codes) cannot be refunded.

How to ask

1. Find the order in your top-up orders in the console and submit a refund request with the amount and a reason.
2. Confirm with your login password before submitting.
3. Finance reviews the request and issues the refund once approved. An order can have only one refund request in progress at a time.

The refund policy has the full rules.