Refunds
Refunds and cancellations
Three situations cover almost every refund question: you changed your mind before paying, you paid but the top-up has not been submitted yet, or the top-up failed. Each is handled differently and each is described below.
Before you pay — nothing to cancel
Submitting the top-up form does not charge anything. If you decide not to go ahead, you can simply ignore the payment link and the request expires on its own. You do not need to tell us, although a one-line email helps us clear the queue.
After payment, before the top-up is submitted
Write to billing@nolfarepay.com with your reference code. If the top-up has not yet been submitted, we cancel it and return the amount and the AED 3 service fee in full to the card that paid.
Refunds are issued to the original payment card only. We cannot send a refund to a different card, to a bank account, or to the card balance.
When a top-up fails
If a tag id turns out to be unusable, or the top-up is rejected for any reason on our side, the full payment including the service fee is returned automatically. You do not need to ask.
The money leaves us on the same working day. How long it takes to appear on your statement depends on your bank, and five to ten working days is normal.
After a balance has been credited
Once balance sits on a card it belongs to the card and we cannot pull it back — we have no more access to the card than you do. This is true of any top-up route, including station machines.
What we can do is trace the request and show you exactly what was submitted and when. If a balance went to the wrong card because of a mistyped tag id, that trace is what the card issuer will want to see.
How to request a refund
Email billing@nolfarepay.com with the reference code from your confirmation, the amount, and one line about what went wrong. We reply within one working day and tell you which of the cases above applies.
If you would rather talk it through first, the desk phone is answered during working hours.