Refund Policy
Understand when a Nova Topup order may qualify for a refund, replacement, cancellation, or further review.
Successfully delivered game top-ups and digital products are generally final and non-refundable. Please verify your Player ID, server, region, package, and other required information before confirming your order.
1. Overview
This Refund Policy applies to purchases made through Nova Topup, including game top-ups, digital credits, game currency, passes, packages, and other digital products offered through our platform.
Because many of our products are digital and may be delivered directly to a game account, completed orders may not be reversible. Refund eligibility therefore depends on the status and circumstances of each order.
2. When a Refund May Be Available
An order may be eligible for a refund or other appropriate resolution after review in circumstances such as:
Payment was successful but the top-up could not be fulfilled.
The same order was accidentally charged more than once.
The ordered digital product became unavailable before fulfillment.
The order failed and no digital value was delivered.
Nova Topup confirms that a processing error on our side prevented correct fulfillment.
Eligibility is determined after checking the order status, payment record, fulfillment information, and any other relevant transaction details.
3. Successfully Delivered Top-Ups
Once a top-up, game currency, credit, pass, digital package, or other digital product has been successfully delivered to the account or destination provided in the order, the transaction is generally considered completed.
A successfully delivered digital product generally cannot be returned, exchanged, transferred, cancelled, or refunded simply because the customer changes their mind after delivery.
4. Incorrect Player ID or Account Details
Customers are responsible for providing accurate information when placing an order. This may include:
- Player ID / User ID
- Zone ID or Server ID
- Game username
- Game region
- Platform or server
- Other product-specific fulfillment information
If you provide an incorrect Player ID or other incorrect fulfillment information and the digital product is successfully delivered according to the information you submitted, the order will generally not qualify for a refund.
5. Wrong Package Selected
Customers should verify the selected game, package, quantity, region, platform, and price before completing payment.
If the package selected by the customer has already been correctly delivered, we generally cannot exchange it for another package or refund it solely because a different package was intended.
6. Pending Orders
A pending order does not necessarily mean the order has failed. Some orders may require additional processing time because of payment verification, supplier processing, game maintenance, network delays, or temporary technical issues.
Please do not immediately place the same order again if your first order is still pending, as doing so could result in duplicate purchases.
If an order remains pending longer than expected, contact our support team with your order number.
7. Failed Orders
If an order is confirmed as failed and no digital product or top-up was delivered, Nova Topup may review the transaction for a refund, retry, replacement, or another appropriate resolution.
The appropriate resolution may depend on whether payment was actually captured and whether any value was delivered.
8. Duplicate Payments
If you believe you were charged more than once for the same intended order, please contact support and provide the relevant order and transaction information.
We will review the payment and fulfillment records. A confirmed duplicate payment may qualify for an appropriate refund where the duplicate value was not intentionally ordered or consumed.
9. Cancellation Requests
If you wish to cancel an order, contact us as soon as possible.
Cancellation may only be possible if the order has not already entered irreversible processing or been fulfilled.
10. Game or Server Delays
A temporary delay caused by a game server, publisher maintenance, supplier system, payment network, or other third-party service does not automatically mean an order qualifies for an immediate refund.
We may first attempt to verify, retry, or complete the order where appropriate.
11. Promotional & Bonus Items
Promotional bonuses, free items, special-event rewards, discount benefits, or publisher bonuses may be subject to separate conditions and availability.
Unless expressly stated otherwise, the absence or modification of a third-party promotional bonus does not necessarily make a correctly delivered purchased product refundable.
12. Payment Provider Charges
Banks, card issuers, wallets, payment gateways, or other payment providers may impose their own transaction, currency conversion, processing, or other fees.
Fees charged independently by third-party payment providers may not be refundable by Nova Topup.
13. Refund Method
When a refund is approved, it will generally be processed through an appropriate supported payment method, which may include the original payment channel where available.
The time required for an approved refund to appear may vary depending on the payment provider, bank, card issuer, wallet, processing network, or other relevant third party.
14. Refund Review
Before approving a refund, Nova Topup may review information relevant to the transaction, including:
- Order number and order status
- Payment confirmation
- Transaction reference
- Player ID and submitted order information
- Fulfillment status
- Relevant supplier or processing records
- Previous refund or dispute activity where relevant
This review helps determine whether the order was successfully delivered, failed, duplicated, or otherwise qualifies for an appropriate resolution.
15. Chargebacks & Payment Disputes
If you experience a genuine problem with an order, we encourage you to contact Nova Topup support first so that we can investigate the issue.
Fraudulent, abusive, or knowingly false payment disputes may result in account restrictions and may be challenged using available transaction and fulfillment records.
Nothing in this section limits any rights you may have under applicable law or the rules of your payment provider.
16. How to Request a Refund Review
If you believe your order qualifies for a refund or requires investigation, contact Nova Topup support and provide as much relevant information as possible.
17. Policy Changes
We may update this Refund Policy when our products, fulfillment methods, payment methods, business practices, or applicable requirements change.
The latest version will be published on this page with its updated revision date.
18. Need Help With an Order?
If your top-up failed, is delayed, or you believe a payment was duplicated, contact Nova Topup support with your order details so we can investigate.
Contact Support →