Refund policy

This page explains when and how a Hafilat top-up paid through Abudhabibuscard can be refunded. The wording is in plain language; the legal force is the same as in the Terms.

When a refund is possible

• Within 14 calendar days from the date of the bank confirmation.
• The credit was not yet consumed on the Hafilat network.
• The order ID is known and the message comes from the email used to pay.

When a refund is not possible

• The 14-day window has elapsed.
• The new credit was already used on a reader, even partially.
• The Hafilat ID was reported lost, blocked or transferred to a different rider after the order.

How to request a refund

1. Open the contact form and pick the “Refund request” line.
2. Paste the order ID (format HBC-1234-5678) and the email used to pay.
3. The desk replies on the next working day with a yes or a no and a reason.
4. If the answer is yes, the bank pushes the funds back to the same card within 5 to 10 working days.

Partial refunds

Partial refunds are not granted on consumed credit. If the credit was partially used on the network, only the unused portion at the moment of the message is eligible — the calculation follows the ITC backend reading.

Disputes

If a chargeback is raised on the issuing bank side, the refund flow follows the bank rules. The desk co-operates with any reasonable evidence request from the bank.