Refund Policy

When and how you can get your money back

Last updated: April 2026

1. Instant digital delivery

PLN electricity tokens and mobile top-ups are delivered instantly and are irreversible once processed. By completing your purchase, you consent to immediate delivery and acknowledge that the 14-day withdrawal right does not apply (Article 6:230p sub g Dutch Civil Code).

2. When you are entitled to a refund

The token or top-up was not delivered due to a technical failure
You were charged but the order was not processed
A duplicate charge occurred
Delivery is delayed by more than 24 hours without confirmation from our supplier: you are entitled to a full refund

3. What happens if delivery fails

If Pay.nl successfully captures your payment but our supplier cannot fulfil the top-up immediately, our system first retries on a short backoff to ride out transient operator outages.

If those retries do not succeed, we email you within minutes with two options: let us retry again later (the operator may recover), or refund in full now. You have 2 hours to choose. If you do not respond within that window, we refund automatically. Funds return to your original payment method (iDEAL) or the card authorisation is voided.

When the failure is unambiguous (for example, the supplier returns a hard error such as "invalid number"), the refund or void is issued within seconds, without retry.

4. When a refund is not possible

The token or top-up was successfully delivered. Under Article 6:230p sub g of the Dutch Civil Code (BW), the right of withdrawal does not apply once digital content has been supplied with your prior consent.
You entered an incorrect meter number or phone number
The recipient’s SIM card or meter was blocked, expired, or inactive

5. How to request a refund

Report non-delivery to support@indonesia-topup.com within 24 hours of purchase, including your order reference number, a description of the issue and the destination number. General complaints are accepted within 14 days of purchase.
We will investigate within 2 business days.
Approved refunds are processed to your original payment method within 5 business days.

6. Partial refunds

In exceptional cases such as partial delivery or operator deductions, we may offer a partial refund to your original payment method.