Refund Policy

This policy forms part of our Terms of Service and applies to every top-up made through NolBoost.

1. The principle

We refund money we still hold. Once credit has been loaded onto a transport card it is available to whoever holds that card, and it is no longer ours to return — the same way cash handed over cannot be unhanded.

So the practical test is timing. Credit that is still queued can usually be reversed or redirected. Credit that has been claimed by a tap cannot.

2. Refunded in full, including the fee

• You were charged but no credit was ever queued.
• You were charged more than once for the same top-up.
• You were charged an amount other than the total shown on the confirmation step.
• A failure on our side or at our processing partner prevented the top-up from being fulfilled.
• We cancelled or declined the transaction after taking payment.

In these cases the service fee goes back too. We do not keep a fee for a service we did not deliver.

3. Usually possible, if you are quick

Where the credit is still pending — nobody has tapped the card since your payment — we can normally act on a request to reverse or redirect it.

• You entered the wrong card number and tell us before the credit is claimed.
• You entered the wrong amount and tell us before the credit is claimed.
• You topped up a card twice by mistake and the second top-up is still pending.

This window can be minutes if the card is in daily use. Contact us the moment you notice, and include the reference code and the card number you meant to use.

4. When we cannot refund

We know a refusal is frustrating. We would rather set the boundary out plainly here than discover it with you in the middle of a support thread.

• The credit has been loaded onto a card and is available to spend — including onto a wrong card, once its holder has tapped.
• You have changed your mind after the credit was successfully delivered.
• You want unused credit taken back off a card and returned as money. Only the card issuer can do that, and only where its own rules allow.
• The request concerns a fare, a fine, a parking charge or a service you paid for with the card. That is between you and whoever charged it.
• The transaction is linked to fraud or unlawful use.

5. What happens to the service fee

We failed to deliver

The fee is refunded with the amount. You pay nothing.

You made a mistake and we fixed it by redirecting the credit

The original fee stands, because the service was performed. We do not charge a second fee for the correction.

You made a mistake and we refunded the pending credit instead

The amount comes back. Whether the fee comes back depends on how much work had already been done, and we will tell you which it is before processing.

6. How to request a refund

• Email support@nolboost.com with “Refund” in the subject line.
• Include your reference code in the form NB-XXXX-XXXX.
• Include the card number you entered and the amount you paid.
• Tell us what went wrong, and whether the card has been tapped since you paid.

The last point matters more than it sounds: it tells us immediately whether the credit is still recoverable, and saves a round trip.

7. How long it takes

Refunds are always returned to the payment method you paid with. We cannot send a refund to a different card, to a bank account or as credit on another transport card.

Our assessment

Within two business days of your message. Urgent cases, such as a wrong card number, are looked at the same day.

Our processing

Approved refunds are submitted to the payment provider within one business day of approval.

Your bank

Up to ten business days to post the money back to your account. That part is outside our control, and it is usually the longest part.

8. Chargebacks

You have the right to dispute a charge with your bank. We would ask you to contact us first: a chargeback takes weeks and locks the transaction while it runs, whereas a refund we agree takes days.

Where a chargeback is raised, we will provide the payment provider with the transaction record, the delivery evidence and any correspondence. If a chargeback turns out to be unfounded and costs us a fee, we may decline further transactions from that payment method.

9. If you disagree with our decision

Reply and ask for the decision to be reviewed. A senior member of the team will look at the full history and respond within five business days, in writing, with reasons.

Formal complaints can be sent directly to legal@nolboost.com. Your statutory rights are not affected by anything in this policy.