Refund and Return Policy
Last updated: October 1, 2026
At Zood Top Up, we aim to process mobile top-up orders accurately and efficiently. Because our service delivers digital mobile credit electronically, refunds and cancellations may be subject to the conditions below.
1. Before Payment
If you have entered information on the website but have not completed or initiated payment, you may simply leave the payment process without completing the order.
If an order has been created but payment has not been completed, it may remain unpaid and will not normally be processed until payment is confirmed.
2. After Payment but Before Top-Up
If you have completed payment but your top-up has not yet been processed, please contact us as soon as possible.
We will review the order and determine whether cancellation or a refund is possible.
A refund may not be possible if the top-up has already entered the processing stage or has already been sent to the recipient.
3. Successfully Completed Top-Ups
Once a mobile top-up has been successfully delivered to the selected mobile number, it is generally considered completed and may not be refundable or reversible.
Mobile top-ups are digital services and cannot normally be physically returned.
4. Incorrect Mobile Number
Customers are responsible for entering the correct recipient mobile number.
If a top-up is successfully delivered to an incorrect number because the customer entered the wrong number, a refund may not be available.
Where technically possible, we may attempt to assist with recovery, but recovery cannot be guaranteed.
5. Incorrect Mobile Network
Customers must select the correct mobile network when placing an order.
If the wrong network is selected by the customer and the top-up is successfully processed, a refund may not be available.
6. Failed or Unsuccessful Top-Up
If you have successfully paid for an order but the requested top-up cannot be completed due to a technical problem or service failure, please contact us.
We will investigate the transaction.
Depending on the circumstances, we may:
- Attempt to complete the top-up;
- Correct the transaction where technically possible; or
- Provide an appropriate refund where applicable.
7. Duplicate Payments
If you believe you have accidentally paid for the same order more than once, contact us with the relevant order and payment information.
We will review the transactions and, where a duplicate payment is confirmed, determine the appropriate resolution.
8. Payment Provider Issues
If a payment appears unsuccessful, pending, reversed, or otherwise incomplete, we may need to wait for confirmation from the relevant payment provider before determining whether a refund or other resolution is appropriate.
9. Refund Method
Where a refund is approved, we may normally return the funds through the original payment method where reasonably possible.
The time required for the refund to appear may depend on the payment provider or financial institution.
10. Service Fees
Where a transaction has been successfully processed, service fees may not be refundable unless the refund is required by applicable law or we determine otherwise based on the circumstances of the transaction.
11. Promo Codes and Discounts
If a promotional discount was applied to an order, the refund calculation may take the applied discount into account.
Promotional codes generally cannot be converted into cash.
12. How to Request Assistance
If you believe that an order qualifies for a refund or requires investigation, contact us as soon as possible.
Please provide:
- Order number
- Recipient mobile number
- Mobile network
- Top-up amount
- Payment reference or confirmation, where available
- A brief description of the issue
Email: support@zoodtopup.com
You may also contact us through the WhatsApp support option on our website.
13. Policy Updates
We may update this Refund and Return Policy from time to time.
Any changes will be published on this page with an updated “Last updated” date.