Legal

Refund Policy

Last updated: 16 October 2026

This policy explains when you can get a refund for a top-up bought on numio-mobile.com, operated by NUMIO LTD (company number 17448509). Top-ups are digital products delivered immediately, so a top-up that has been successfully delivered cannot be cancelled or refunded, except as set out below or required by law.

1. When you get a refund

Situation	What we do
The Operator rejects the top-up or the number is unsupported	Order not completed; payment authorisation released or full refund
Payment taken but the top-up was not delivered	Full refund
You were charged twice for the same order	Refund of the duplicate charge
We cancel your order before delivery (e.g. pricing error, fraud or compliance check)	Full refund
Your order was processed at a lower amount supported by the Operator	You are charged only for the final amount, as shown in your order confirmation email

2. When a refund is not available

The top-up was delivered to the number you entered, including a number entered incorrectly.
You changed your mind after the top-up was delivered.
The Operator applied the credit, but the recipient's SIM is inactive, restricted or on an incompatible plan.
Problems with the Operator's network, coverage or tariffs.

If you entered the wrong number, contact us straight away. We will ask the Operator whether the top-up can be reversed, but we cannot guarantee it.

3. How to request a refund

Contact us at [email protected] or through the contact form on the Help page within 30 days of your order. Include your order reference, the mobile number and a short description of the problem. We aim to reply within 5 working days.

4. How refunds are paid

Refunds are made to the original payment method, in the currency of the original payment. A released authorisation or refund usually appears within 5–10 working days, depending on your bank. We do not refund in cash or to a different card or account.

5. Chargebacks

Please contact us before raising a dispute with your bank, so we can resolve the issue quickly. If a chargeback is raised for a top-up that was successfully delivered, we may provide evidence of delivery to your bank and restrict further orders.

6. Your statutory rights

This policy does not affect your statutory rights, including your right to a remedy under the Consumer Rights Act 2015 if digital content is faulty or not as described.