Refund and Cancellation Policy

What you are charged for

When you confirm an order, the quoted total is placed on hold in your wallet. As each voucher unit is issued by the brand we charge that unit's price. Anything the issuer does not deliver is released back to your wallet. Your order page shows all three figures (charged, on hold, released) at every stage.

Failed or partial orders

• If the issuer cannot deliver any unit, the order is marked failed, nothing is charged and the whole hold is released. You can simply order again.
• If only some units are issued, the order is partly issued: you pay for the issued units only and the rest is released.
• If an order is still issuing after a few minutes, it is being checked with the issuer. Funds stay on hold until the outcome is known; they are never charged for a unit that did not arrive.

Cancelling an order

Codes are bought from the issuer the moment you confirm, so an order cannot be cancelled after confirmation. Before confirmation, nothing is held: you can close the checkout page or let the quote expire.

Revealed codes

A gift card code is digital content delivered immediately. Once you reveal a code it cannot be returned, exchanged or refunded, including if you bought the wrong value or region, changed your mind, or the code was used by someone you shared it with. The reveal is recorded, so please check the brand, value and region before you click Reveal.

Invalid, duplicate or wrong codes

If a code does not work, we will put it right. This covers codes that the brand reports as invalid, already redeemed before you received it, expired on delivery, for a different region than listed, or carrying a different value than you bought. Report it within 14 days of the order so we can raise it with the issuer while their investigation window is open.

How to report a problem

1. Open your order and choose Report a problem, or go to Support → New ticket.
2. Pick the problem type (for example Code does not work or Code already redeemed). The form asks only for what that type needs: the order, the affected voucher, when and where you tried to redeem it, and a screenshot of the error if you have one.
3. We will never ask you to type the full code into a ticket, email or chat. Support references the voucher by a masked record and can see the issuer's status without the code.
4. We reply by email and in your ticket. Most redemption complaints get a first response within a business day; issuer investigations can take longer and we will keep the ticket updated.

Possible outcomes

• Replacement: a new code of the same value, revealed in your account.
• Refund to wallet: the price you paid for the affected unit is credited back to the wallet it was paid from, in the same currency.
• Verified guidance: if the issuer confirms the code is valid and unused, we will send the exact redemption steps and keep the ticket open until it works.
• Evidence-based decline: if the issuer's records show the code was redeemed after you revealed it, or the claim cannot be substantiated, we will explain why and what evidence would change the decision.

Refunds are made to your Topupa Sandbox wallet. A refund to a card is made only where the law requires it or where the wallet was funded by that card within the provider's refund window.

Wallet top-ups

Card top-ups become spendable balance once the payment provider confirms them. An unused top-up can be refunded to the original card on request within 14 days of payment, less any amount already spent. Disputing a card payment with your bank after a code has been delivered is treated as a billing dispute and may suspend the account until it is resolved.