What happens to my credits if a top-up is refunded or disputed?

When a top-up is refunded or disputed, the credits it bought are taken back from your wallet, and anything your balance can’t cover is taken from the next credits you add.

When a top-up is refunded

1. Our team refunds the payment through Stripe.
2. The refunded share of that pack’s credits is taken back. Paid credits go first, then free ones.
3. Your activity shows a line like 'Refunded top-up: 500 credits'.

A partial refund takes back a matching share of the credits. Two partial refunds add up, but never take back more than the pack gave you.

If you’d already spent them

• The credits are taken from whatever is in your wallet now: paid credits first (including ones from other top-ups), then free ones.
• Your balance never goes below zero.
• Anything your balance can’t cover is recorded as owed.
• What is owed is taken from the next credits that arrive in your wallet, and your activity shows 'Credits owed from a refunded top-up'.

When a card payment is disputed

• If you or your bank dispute a top-up with your card provider, the pack’s credits are taken back at once. Your activity shows 'Disputed top-up: 500 credits'.
• If the dispute closes in your favour, they come back: 'Dispute closed: 500 credits back'.
• If the dispute is lost, the credits stay taken back.

Good to know

• Only the refunded or disputed pack’s number of credits is taken back, never more. But it comes out of your balance as a whole, so if you’ve spent that pack, credits from another top-up can be used to cover it.
• If something looks wrong with a refund, contact us before opening a dispute with your bank. It is usually quicker.