Refund Policy
Understanding our refund process and policies
Quick Summary
- If a refill fails, we cancel the hold on your card automatically
- No refunds for successful refills - all sales final
- A cancelled hold usually drops off your statement within a few days, depending on your bank
Failed Refills
Your card is only charged once your refill succeeds. If your refill fails, we automatically void (cancel) the hold on your card, for example when:
- 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: We cancel the hold right away. It usually drops off your statement within a few days, depending on your bank.
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.