When a top-up needs to come back.

1. Scope

This policy applies to written top-up requests placed through dubaitopupdesk.org for Etisalat prepaid mobile lines registered in the United Arab Emirates. It covers only the retail top-up flow described on the order tracking page.

2. When a refund is due

1. The payment cleared on the billing page, but the top-up did not post to the Etisalat prepaid line within the timing described on the status page, and a re-post with the carrier did not resolve it.
2. The desk mis-posted the amount to a different number than the one clearly stated in the written request thread.
3. Duplicate charge on the same request due to a payment-processor retry, confirmed by the processor logs.
4. Any case where UAE consumer-protection rules require a refund under Federal Law No. 15 of 2020 on Consumer Protection.

3. When a refund is not due

1. The number you supplied on the request form was wrong, and the balance landed on the incorrect line as a result. The desk will still try to help — but the top-up itself has been delivered.
2. You changed your mind after the top-up was posted. Prepaid balance cannot be recalled from the carrier once credited.
3. Third-party dispute chargebacks that were not first raised with the desk. Please write to help@dubaitopupdesk.org first — most cases close in one email.

4. How to raise a refund

1. Reply to the confirmation email on the same thread, or write to help@dubaitopupdesk.org. Include the request reference (req-XXXXXX) and a short description.
2. The desk acknowledges the refund within 24 hours (same reply window as any other request).
3. If a refund is due, the desk arranges it with the payment processor back to the same card. Processing is 3 to 10 working days depending on the issuer; the desk cannot control the last mile on the bank side.
4. If a refund is not due under this policy, the reason is explained in writing on the same thread. You keep the right to escalate under UAE consumer-protection rules.

5. Fees on refunded requests

Refunded requests are returned in full when the failure is on this desk or on the payment processor. Where the failure is on the carrier and the desk has reached the carrier on your behalf, any external fee incurred by the processor may be deducted from the refunded amount. The deducted figure is stated on the same email thread — never applied silently.

6. Working windows

Refund correspondence follows the standard working hours of the desk: Mon-Fri 09:00-19:00, Sat 10:00-15:00, Sun closed. Requests raised on Sat afternoon or Sun morning are read on Mon by 10:00 at the latest.

7. Governing rules

This policy sits under the laws of the United Arab Emirates, in particular Federal Law No. 15 of 2020 on Consumer Protection. Any dispute the desk cannot close in writing may be raised with the UAE Ministry of Economy consumer-protection department.

Short version. If the top-up did not land through no fault of yours, the desk refunds. If the top-up landed on the number you gave, the top-up is delivered. Anything else — write to help@dubaitopupdesk.org.