Skip to content

Legal

Refund policy

Your purchases are protected. Here's exactly when and how refunds apply to digital top-ups and gift cards.

Last updated: 21 June 2026

Please note: XPTopup is not live yet. This policy is published for transparency and will apply to all orders once the service launches.

1. Nature of digital goods

XPTopup sells digital game top-ups, in-app currencies and gift cards. These products are delivered electronically and, once successfully credited to your account or revealed as a code, are consumed immediately. For this reason, completed and successfully delivered orders are generally non-refundable.

2. When you are entitled to a refund

We stand behind every order. You are entitled to a full refund or a free re-delivery in the following cases:

  • Non-delivery: payment was taken but the top-up or gift card was never delivered.
  • Duplicate charge: you were charged more than once for the same single order.
  • Failed order: the transaction failed on our side but funds were captured.
  • Invalid or non-working gift-card code reported within the eligibility window below.

3. When refunds are not available

  • The top-up was successfully delivered to the player ID / account you provided.
  • You entered an incorrect player ID, server or region and the credits were delivered as instructed.
  • A gift-card code has already been viewed, copied or redeemed.
  • Account penalties imposed by the game publisher for reasons unrelated to our delivery.
  • Change of mind after successful delivery.

4. Eligibility window

Refund and re-delivery requests for eligible issues must be submitted within 7 days of the order date. Requests outside this window may be reviewed at our discretion.

5. How to request a refund

Email our support team with the following so we can act quickly:

  • Your order number and the email used at checkout
  • The game / product and the player ID or server provided
  • A short description of the issue (screenshots help)

Send requests to support@xptopup.com. We aim to respond within 1–2 business days and to resolve verified issues promptly.

6. How refunds are issued

Approved refunds are returned to the original payment method. Processing times depend on your bank or payment provider and typically take 5–10 business days to appear. Where appropriate, we may instead offer a free re-delivery or store credit — the choice is yours.

7. Chargebacks

If you believe an order is incorrect, please contact us first — we can almost always resolve issues faster than a bank dispute. Opening a chargeback without contacting us may result in a temporary hold on your account while we investigate.

8. Contact

This policy is issued by JoyTopup Limited, RM 102, 1/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI, Hong Kong. Questions? Email support@xptopup.com.