Refund policy

This policy explains when and how you can request a refund for a bus card recharge made through busontop, the independent top up bus card service for Abu Dhabi hafilat cards.

When a refund applies

A refund applies where a payment was taken but the top-up did not reach the hafilat card balance. If the balance was added correctly, the top-up has been delivered and is normally not refundable, since the value sits on the card ready to use.

How to request a refund

• Email support@busontop.com or use the contact form.
• Include the 10-digit card number, the amount, and the date of the attempt.
• Tell us briefly what happened — for example, the payment was taken but no balance appeared.

Timelines

We aim to review a refund request within 2 business days. Where a refund is due, it is returned to the original payment card. The time it takes to appear on your statement depends on your bank, and is usually within 5 to 10 business days.

Wrong card number

If a top-up was applied to a card number you entered incorrectly, we may not be able to recover it. Please check the number carefully before you confirm a recharge.

Contact

Questions about a refund? Email support@busontop.com or call +971 2 491 0377.