Refund & Cancellation Policy

1. Nature of Digital Top-Ups

Topup Nepal delivers intangible digital services and game currencies (including Free Fire Diamonds, PUBG Mobile UC, and digital subscription vouchers). Because digital goods are consumed immediately upon credit to the game server or account, refund terms differ from physical merchandise.

2. Eligible Refund Scenarios

You are eligible for a full refund or re-delivery under the following circumstances:

• Undelivered Orders: If Topup Nepal is unable to fulfill your order due to item unavailability, server maintenance, or system error following payment verification.
• Duplicate Payments: If you were charged more than once for the same single order due to a payment gateway or network error.
• Pre-Processing Cancellation: If you contact customer support immediately before top-up fulfillment has begun.

3. Non-Refundable Scenarios

Refunds cannot be granted in the following situations:

• Incorrect Player ID / UID Provided: If items were successfully credited to an incorrect Player ID submitted by the customer during checkout.
• Completed Orders: Any order where the in-game currency or digital subscription has already been successfully delivered.
• Buyer Remorse: Changes of mind after processing has completed.

4. Refund Method & Timeline

Approved refunds are returned to the original domestic payment source (eSewa ID, Khalti ID, or Bank Account). Refunds are typically processed within 24 to 48 business hours.

5. How to Request Support

If you experience any issues with your order, contact our support team directly on WhatsApp with your Order ID (e.g. #TUN-XXXXX) and payment reference screenshot.