This Refund Policy applies to all transactions processed through the BusPoint Hafilat card top-up service at buspoint.org. Please read this policy carefully before submitting a top-up request. By using our service, you agree to the terms of this Refund Policy.
BusPoint aims to provide a reliable and accurate Hafilat card top-up service. We understand that issues can occasionally arise, and this policy sets out the circumstances under which refunds may be granted, the process for requesting a refund, and the timelines involved.
All refund requests are assessed on a case-by-case basis in accordance with the conditions outlined in this policy and applicable UAE consumer protection regulations.
You may be eligible for a refund in the following circumstances:
If a confirmed payment was received by BusPoint but the top-up could not be successfully applied to your Hafilat card after reasonable processing attempts, you are eligible for a full refund of the top-up amount paid. Service fees charged for the transaction are non-refundable in this case unless the failure was due to a BusPoint error.
If you were charged more than once for the same top-up request due to a technical error on our platform, the duplicate charge will be refunded in full upon verification. Please contact us immediately if you believe a duplicate charge has occurred.
If you were charged an amount different from what was displayed and agreed to at the time of submission, we will refund the difference promptly upon verification of the discrepancy.
If a top-up failed or was applied incorrectly due to an error on BusPoint's part, you are eligible for a full refund of all amounts paid, including any service fees.
Refunds will not be issued in the following circumstances:
To request a refund, please contact our support team as soon as possible. Refund requests should be submitted within 14 calendar days of the original transaction date.
Your refund request should include:
Submit your refund request by:
Once a refund request is received, we will acknowledge receipt within 2 business days. We will review your request and communicate our decision within 7 business days of receipt.
If your refund is approved:
In some circumstances, a partial refund may be issued — for example, where a service fee is retained due to partial processing work already completed. BusPoint will clearly explain any partial refund decision and the amounts involved.
If you believe a transaction was made without your authorization, please contact us immediately at support@buspoint.org and also contact your bank or card issuer to report the unauthorized transaction. BusPoint will cooperate with any investigation by your financial institution.
We encourage you to contact us directly before initiating a chargeback with your bank, as most issues can be resolved more quickly through direct communication.
All refunds will be issued in UAE Dirhams (AED), regardless of the payment currency used. Exchange rate fluctuations may result in a difference between the amount originally paid and the refunded amount when converted to your local currency. BusPoint is not responsible for such differences.
BusPoint reserves the right to decline refund requests that do not meet the eligibility criteria set out in this policy, that are submitted fraudulently, or that relate to transactions involving suspected abuse of the service. We will provide a written explanation for any refusal.
BusPoint may update this Refund Policy from time to time. The revised policy will be posted on this page with an updated effective date. Continued use of the Service after any changes constitutes your acceptance of the updated Refund Policy.
For refund requests or questions about this policy, please contact us:
Our support team is available to assist you and aims to resolve all refund matters fairly and promptly.