Refund and cancellation policy for etisalat quick recharge online
When money comes back, how long it takes, and the one case where it cannot.
Last updated: 6 October 2026
Cancelling before the top-up is sent
A request can be cancelled at any point before we push the balance to the operator. Call +971 4 388 5612 or write to support@mobileloadae.org with your reference. If payment has already been taken, the full amount including the AED 3 service fee is returned.
When the operator rejects the top-up
If the UAE line is closed, suspended, or otherwise unable to accept the balance, the operator rejects the transaction. In that case we return the full amount, fee included, without you having to ask. We will tell you the reason the operator gave, as far as it is given to us.
When the balance has already been credited
Once the top-up is on the line, it belongs to that line and cannot be pulled back by us or by the operator. This includes the case where the wrong number was given to us and confirmed on the call. This is the reason we read every digit back to you before sending anything.
Wrong amount
If we credited a different amount than the one confirmed with you, the difference is returned to the card used, in full, at our cost.
How to request a refund
- Send your reference, the time of payment and the mobile number involved to support@mobileloadae.org.
- We confirm receipt within one working day and check the transaction with the operator.
- Where a refund is due, it is sent back to the card used for payment.
Timing
We initiate refunds within 3 working days of confirming that one is due. How long the money then takes to appear depends on the card issuer, and is typically another 5 to 10 working days. We cannot speed that part up, but we can give you the refund reference to pass to your bank.
Chargebacks
If you dispute a payment with your bank before contacting us, the case moves to the bank and we can no longer refund it directly — we can only answer the bank’s questions. Talking to us first is almost always faster.
Questions
Refund questions go to support@mobileloadae.org or the desk on +971 4 388 5612, Sunday to Thursday 09:00–18:00 (GST).