Refund Policy

1. Overview

MobiSend, LLC ("MobiSend," "we," "us," or "our") operates a consumer bill-payment service for US prepaid wireless. We sell prepaid mobile airtime and plan credit as merchant of record, delivered to the US phone number you designate through our contracted wholesale suppliers. You are only charged when your refill is delivered: payment is authorized first and captured after the carrier confirms delivery, so a failed refill releases the authorization instead of starting a refund. This Refund Policy describes when and how a refund may be issued for a transaction processed through our Service. By making a purchase, you agree to the terms of this Policy.

2. Failed or Undelivered Top-Ups

If a top-up fails to deliver to the recipient mobile number due to a technical or carrier-side error, you are not charged: the payment authorization is released instead of captured. If a completed charge is ever associated with a top-up that was not delivered, you are entitled to a full refund of that charge, including any processing fee associated with the transaction.

• For card, Apple Pay, and Google Pay payments, a failed transaction is never actually charged — we void the payment authorization instead of completing it, and your card issuer releases the hold (see the note below).
• If a charge appears on your statement but the recipient never received the top-up, please contact [email protected] within 30 days of the transaction date.
• Authorization holds (uncaptured charges) for transactions that did not complete are released by your card issuer typically within 1–7 business days. MobiSend does not retain these funds.

3. Successful Top-Ups

Successfully delivered top-ups are generally non-refundable, because the airtime, data plan, or carrier credit is consumed at the recipient’s carrier the moment delivery is confirmed. We may issue a discretionary refund or store credit for:

• Top-ups sent to an incorrect phone number due to a typographical error reported within 24 hours of the transaction, where the carrier confirms the funds have not yet been consumed.
• Duplicate transactions caused by a documented system error.
• Charges authorized without the cardholder’s consent (suspected fraud), subject to verification.

Refund eligibility for successful top-ups is determined on a case-by-case basis and depends on the cooperation of the destination carrier.

4. International Top-Ups

International top-ups are not yet available for purchase through the Service; this Section takes effect when they launch. Top-ups to mobile numbers outside the United States will follow the same rules as Sections 2 and 3: you are only charged when the destination carrier confirms delivery, a failed delivery releases the payment authorization instead of starting a refund, and successfully delivered credit is non-refundable. The following additional terms will apply to international transactions:

• Prices will be shown and charged in US dollars. The recipient will receive the equivalent value in the destination country’s local currency (or the specific plan or package shown at checkout), as determined by the destination carrier at the time of delivery. Ordinary exchange-rate variation between checkout and delivery will not be grounds for a refund.
• The wrong-number window in Section 3 will also apply to international numbers, but reversal will depend on the destination carrier’s policies and cooperation, which vary by country. Recovery of credit delivered to a foreign carrier cannot be guaranteed.
• Bonus or promotional credit offered by a destination carrier (for example, carrier recharge promotions) will be provided by that carrier, not by MobiSend, and its presence or absence will not affect refund eligibility for the base top-up amount.

5. How to Request a Refund

To request a refund, email [email protected] with:

• The MobiSend confirmation number (format MS-XXXXXXXX) shown on your receipt and confirmation page.
• The phone number that was topped up.
• The carrier (e.g., AT&T, T-Mobile, Verizon).
• A short description of the issue.

We respond to refund requests within 2 business days. Refunds are issued to the original payment method (card, Apple Pay, or Google Pay) and may take 5–10 business days to appear on your statement, depending on your card issuer or bank.

6. Disputes & Chargebacks

MobiSend is the merchant of record for all transactions on this Service. If you believe a charge is unauthorized, please contact us first at [email protected] — we can usually resolve the issue faster than your card issuer can. If a chargeback is filed directly with your card issuer, we will provide the issuer with the transaction record, confirmation, and delivery receipt as evidence.

Filing a fraudulent chargeback for a transaction you authorized and received is a violation of our Terms of Service and may result in account suspension and recovery of the disputed amount through other channels.

7. Processing Fees

The processing fee shown at checkout is refundable only if the underlying top-up transaction is refunded in full. Partial refunds (e.g., for a duplicate transaction where the original delivered) do not include a refund of the processing fee for the original transaction.

8. Apple Pay & Google Pay Refunds

Refunds for transactions paid with Apple Pay or Google Pay are processed through the same tokenized credential used at purchase. The refund will appear on the original underlying card or bank account linked to your wallet, not as a separate Apple Pay or Google Pay credit. Timing follows the same 5–10 business day window as card refunds.

9. Contact

Email: [email protected]
Mailing address: MobiSend, LLC, 325 S Biscayne Blvd, Unit 2126, Miami, FL 33131
Phone: 844-MOBISEND