Cancellation and refund

Cancel an order

An order can be cancelled in the customer account while the cancellation action is available and the service has not been completed. A reservation released after cancellation returns to the available account balance.

Request a refund

Open Balance in your account and select Withdraw balance. The page shows the unused amount from confirmed bank top-ups that can be returned. Bonuses, manual credits, and amounts already spent on a completed service are excluded. You can request an unused paid balance even after a year.

Open balance refunds

Review and payment route

The refund is linked to each original SBP payment. If you topped up from several accounts, each part goes back through its original payment. If an account is closed or the bank rejects the return, contact support; another destination requires a separate identity and bank review. Never send bank passwords or one-time codes.

Time and disputes

The request is reviewed and the refund is initiated within the period required by applicable law after the information needed for verification is received. The customer's bank may need additional time to post the refund. For a service defect or mismatch, include evidence in the support request so the seller can offer correction, replacement, or a refund as required by law.