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Refund & Cancellation Policy

Effective Date: October 2025

Last Updated: October 29, 2025

This Refund and Cancellation Policy (“Policy”) applies to all users (“User”, “You”) using the services of SkyTopUp (“Company”, “We”, “Us”, “Our”) through our mobile application and website — https://skytopup.com/. SkyTopUp provides online recharge, bill payment, and related digital payment services.

1. Definitions

  • “Transaction” refers to any payment, recharge, or bill payment completed through the SkyTopUp platform.
  • “Refund” refers to the return of funds to the user as per this Policy.
  • “Payment Gateway (PG)” refers to financial intermediaries that process user payments.
  • “Service Provider” includes mobile operators, DTH providers, and utility companies linked with your transaction.

2. General Policy

Once a transaction is successfully completed and confirmed by the respective service provider, it cannot be canceled or reversed due to the real-time nature of digital recharges and bill payments. However, in specific situations such as failed, duplicate, or incomplete transactions, refunds may be processed in accordance with this Policy.

3. Cancellation Terms

Before Payment Confirmation: If a transaction fails or remains pending without successful payment confirmation, it will be automatically canceled without any charge.

After Successful Payment: Once payment is processed and confirmed by the service provider, it cannot be canceled or modified.

Scheduled or Auto Payments: Scheduled or recurring payments can be canceled before the next due date. Transactions already processed cannot be reversed.

4. Eligibility for Refund

Refunds are only applicable under the following circumstances:

  1. Failed Transaction but Amount Debited: Your account has been debited, but the recharge/bill payment was not successful or not delivered.
  2. Duplicate Payment: The same transaction amount was deducted multiple times due to a system or network error.
  3. Service Provider Failure: The respective operator/biller fails to deliver the requested service after a successful payment confirmation.
  4. Unauthorized Transaction: A transaction was made without your consent and is proven upon investigation.
  5. Bank / Payment Gateway Reversal: Refunds initiated directly by your bank or payment gateway will follow their respective timelines.

5. Refund Request Process

To request a refund, go to the SkyTopUp App → Help Center → Transactions → “Request Refund”, or email us at support@skytopup.com with your transaction details.

Please include:

  • Transaction ID
  • Date & time of transaction
  • Registered mobile number or email ID
  • Screenshot or proof of payment (if available)

Acknowledgment: Your refund request will be acknowledged within 24–48 hours of submission.

Investigation Timeline: Refund investigations are usually completed within 3–15 business days, depending on responses from banks, payment gateways, and service providers.

Credit Timeline: Once approved, refunds are credited to your original payment method (bank/UPI/card/wallet) within 3–10 business days, based on the respective bank or payment processor’s timeline.

Notification: You will receive an email or in-app notification once your refund has been processed.

6. Refund Mode

Refunds will be made using the same payment method used for the original transaction. If the original mode is unavailable (e.g., expired card), the refund may be provided as SkyTopUp Wallet Credit or another mode with your consent.

7. Fees and Deductions

Any non-refundable convenience fee or third-party processing charges will not be refunded unless the error occurred due to SkyTopUp’s system failure. Applicable taxes will be refunded or adjusted as per prevailing laws.

8. Non-Refundable Transactions

Refunds will not be provided for:

  • Successful mobile/DTH/utility payments that have been processed and confirmed.
  • Transactions marked as “non-refundable” by the respective operator or biller.
  • Promotional or discounted transactions governed by special campaign terms.

9. Chargebacks and Disputes

If you initiate a chargeback through your bank or payment provider, SkyTopUp will cooperate and provide all transaction records for review. If the dispute is found invalid or fraudulent, the refund request may be rejected, and account access may be restricted.

10. Fraud and Abuse Prevention

SkyTopUp reserves the right to delay, deny, or cancel refunds in cases of suspected fraud, misuse of services, or repeated refund abuse.

11. Force Majeure

SkyTopUp is not responsible for delays or failures caused by circumstances beyond our control, including but not limited to system outages, network failures, or service provider downtime.

12. Policy Updates

We may modify or update this Refund & Cancellation Policy at any time. All updates will be published on https://skytopup.com/ and/or within the SkyTopUp app. Significant changes will be notified to users via email or in-app message.