Refund and cancellation policy

Cancelling before submission

A request can be cancelled at any time before the top-up is submitted for processing. Call or write to us with the request reference and we stop it.

If no payment has been collected, there is nothing to return. If payment was already made, the full amount including the service fee is refunded.

After the top-up has been submitted

Once credit has been added to a Hafilat card it stays on the card and can only be used for travel. Neither we nor the card issuer can convert stored credit back into cash.

For this reason we repeat the serial number and the amount back to you before submitting anything.

Requests we cannot complete

If the serial number does not exist, the card is blocked, or the amount would push the balance above the AED 150 limit, the request is cancelled.

Any amount already paid for such a request is returned in full, service fee included. We do not keep a fee for work we could not finish.

How refunds are paid

Refunds go back to the same account or card that was used for the payment. We do not send refunds to a different person or account.

Bank card refunds usually appear within 5 to 10 working days, depending on the issuing bank. Bank transfers are processed within 3 working days of agreement.

Duplicate payments

If the same request is paid twice, tell us as soon as you notice it. The duplicate is refunded in full and the card receives only the agreed amount.

How to ask for a refund

Write to billing@adrideload.org or call the office with your request reference, the card serial number and the date of the request. We confirm receipt on the same working day and tell you which of the cases above applies.