Before you pay
Sending the top-up form does not charge anything, so there is nothing to cancel. Ignore the payment link and the request lapses on its own. A one-line email helps us clear the queue, but it is not required.
Paid, but the top-up has not been submitted yet
Write to billing@auhbuspay.com with your reference code. If we have not submitted the top-up, we cancel it and return the amount together with the AED 4 service fee, in full.
Refunds go back to the card that paid, and only to that card. We cannot send one to a different card, to a bank account, or onto the card balance.
When a top-up fails
If the card number turns out to be unusable, or the top-up is rejected on our side for any reason, the whole payment including the service fee comes back automatically. You do not need to chase it.
The money leaves us the same working day. How quickly it shows on your statement is down to your bank, and five to ten working days is normal.
After the credit has landed
Once credit is on a card it belongs to the card, and we have no more access to it than you do. That is true of every top-up route, machines included.
What we can do is show you exactly what was submitted and when. If credit went to the wrong card because a digit was mistyped, that trace is what the card issuer will want to see.
If you go to your bank instead
You are entitled to raise the charge with your bank rather than with us, and we will not hold it against you. It is worth knowing that it is the slower route: a bank dispute usually takes several weeks, where a message to the desk is answered the same working day.
When a dispute reaches us we send the provider the request record, the timestamps and what was submitted to the card. If the top-up did go through, that evidence is what the bank decides on, and the outcome is out of our hands at that point.
Asking for a refund
Email billing@auhbuspay.com with the reference code, the amount, and one line about what went wrong. We reply within one working day and tell you which of the cases above yours is.
If you would rather talk it through first, the desk phone is answered during working hours.