Refund Policy
Understanding our refund process and policies
Quick Summary
- Automatic refunds only for technical failures
- No refunds for successful refills - all sales final
- Technical failure refunds processed within 3-5 business days
Automatic Refunds
If your prepaid refill fails for any reason, you will automatically receive a full refund. This only includes technical situations where:
- The carrier's system is temporarily unavailable
- Technical issues prevent the refill from completing
- Our system experiences technical failures
- Payment processing errors on our end
Timeline: Automatic refunds are processed immediately and will appear on your payment method within 3-5 business days.
Refund Requests
All successful refills are final. We do not provide refunds for successful refills under any circumstances, including but not limited to:
- Entering the wrong phone number
- Selecting the wrong carrier
- Selecting the wrong refill amount
- Change of mind after purchase
- Unused airtime or credit
Important: All Sales Final
Please verify your phone number and carrier before completing your purchase. Once a refill is successfully processed, it cannot be reversed or refunded.
How to Request a Refund
To report a technical failure and request a refund, you can:
Contact Support
Email us at support@refill.my
Provide Details
Include your order number and technical issue details
Get Processed
We'll investigate technical issues and process valid refunds within 24 hours
Refund Processing Times
| Payment Method | Processing Time |
|---|---|
| Credit/Debit Cards | 3-5 business days |
| Digital Wallets (Apple Pay, Google Pay) | 1-3 business days |
| Bank Transfers | 5-7 business days |
When Refunds Are Not Available
Refunds cannot be processed in the following situations:
- Any successful refill - all sales are final
- Wrong phone number entered by customer
- Wrong carrier selected by customer
- Wrong amount selected by customer
- Change of mind after successful refill
- Unused airtime or credit
- Account issues not related to our service
- Fraudulent or disputed transactions (these are handled separately)
Need Help with a Refund?
Our customer support team is available 24/7 to help with any questions or issues you may have with your prepaid phone refills.