Refund Policy

Last Updated: May 25, 2026

At HaiTopUp (operated by Fly Fly Mu Technology Limited), we strive to provide a seamless and reliable digital top-up experience. Because our platform delivers digital goods and virtual currencies, which are consumed instantly upon successful delivery, we maintain a clear refund policy tailored to the nature of these services.

Please review the terms below to understand your rights and our obligations regarding refunds.

1. General Policy: Non-Refundable Scenarios

Due to the digital and immediate nature of game top-ups, all completed transactions are final and non-refundable once the digital items or virtual currencies have been successfully credited to the gaming account specified during purchase.

We cannot issue refunds, credits, or replacements in the following circumstances:

  • Successful Deliveries: The product has been correctly dispatched and received by the respective game server.
  • User Errors: You provided incorrect account details, such as an erroneous User ID, Zone ID, server selection, or character name. It is your sole responsibility to verify all information before finalizing a payment.
  • Buyer's Remorse: You changed your mind after the top-up was completed, or you no longer want the in-game items/currency.
  • Account Restrictions: Your game account is banned, suspended, or restricted by the game publisher or developer after the purchase has been successfully fulfilled.

2. Eligible Scenarios: Failed Deliveries

You are eligible for a full refund only if a transaction is successfully completed and charged, but the digital product fails to deliver due to a technical error, system glitch, or fulfillment failure on our platform’s end.

In the event of a delivery failure, our technical team will first attempt to manually rectify and complete the top-up. If the delivery remains impossible or cannot be fulfilled within a reasonable timeframe, a full refund will be issued to you automatically or upon request.

3. How to Request a Refund

If you experience a failed delivery, you must initiate a refund request by contacting our customer support team within seven (7) days of the transaction date.

To request a refund, please send an email to support@haitopup.com or contact us via the problem feedback portal with the following information:

  1. Subject Line: Refund Request - [Your Order/Transaction ID]
  2. Order Details: Your registered account email address, exact transaction date, and payment amount.
  3. Game Account Info: The User ID, Zone ID, and Game Title used during the purchase.
  4. Proof of Issue: A brief description of the issue and, if possible, a screenshot showing that the top-up was not received in your game account.

4. Refund Processing and Timeline

Once we receive your request, our risk and technical teams will review the transaction logs within 2–3 business days to verify the delivery failure.

  • Approval: If the refund is approved, it will be processed immediately by our billing team.
  • Payout Timeline: Refunds will be credited back exclusively to the original payment method used during the purchase. Please note that banks and payment processors (such as credit card companies or localized payment networks) may take 5–10 business days to reflect the funds in your account.
  • Currency: Refunds will be issued in the same currency used for the original transaction.

5. Chargebacks and Disputes

We encourage users to contact our support team directly to resolve any transactional discrepancies or delivery failures. Opening a formal dispute or chargeback with your bank or payment gateway provider (e.g., Stripe) before reaching out to us may significantly delay the resolution process and may lead to the temporary or permanent suspension of your HaiTopUp account to prevent fraud.

6. Contact Us

For any questions, concerns, or support requests regarding this Refund Policy, please contact us at: