Refund and cancellation policy

1. Cancelling before payment

A request can be cancelled at any moment before you approve the quote. Reply "cancel" in the thread, or just ignore the quote — it lapses after seven days on its own. Nothing is charged, and no fee applies.

2. Full refund

You get the full amount back, including the AED 3 service fee, when:

• the payment cleared but no credit was loaded;
• we loaded a smaller amount than the one you approved (the shortfall plus the fee);
• we could not complete the request for any reason on our side;
• the same request was charged twice.

3. Partial refund

Where credit was loaded but the amount was wrong through our error, we refund the difference. The service fee stays only if the top-up itself was delivered correctly.

4. What cannot be refunded

• Credit already loaded onto the card you named. Once the balance is on the card, it is spendable value; we cannot claw it back. This is why the quote asks you to check the ten digits.
• Credit loaded to the wrong card because the tag ID you supplied was wrong. We load the number we are given.
• Balance you have already spent on journeys or parking.
• The service fee on a completed, correct top-up. The work was done.

If you want the balance itself refunded rather than the transaction, that is a matter for the card issuer, not for us.

5. How to open a refund

1. Reply in the email thread for that request, or write to billing@dxbcardpoint.org.
2. Put the reference from your confirmation in the message.
3. Say what you expected and what actually happened.

Do not send a second top-up request while a refund is open — a duplicate charge takes longer to unwind than the original problem.

6. How long it takes

Refunds always return to the card used for the payment. We cannot send the money to a different card, a wallet or a bank transfer.

7. If we say no

You get the reason in writing, with the transaction detail we relied on. You can ask for the decision to be reviewed once, and that review is answered within two working days. Nothing in this policy limits your rights under the consumer protection law of the United Arab Emirates.

8. Chargebacks

If you open a dispute with your bank before writing to us, the provider freezes the transaction and we can no longer act on it until the bank finishes. Talking to us first is almost always faster.

9. Contact

Refunds and receipts: billing@dxbcardpoint.org · General: contact@dxbcardpoint.org · +971 4 397 6218 · 49 6A St, Al Muteena, Deira, Dubai, United Arab Emirates