Refund & Cancellation Policy

Overview

This Refund and Cancellation Policy applies to all purchases made through www.productosprepago.com and www.productsprepaid.com. By completing a purchase on either website, you acknowledge that you have read, understood, and agree to this policy.

1. Nature of Our Products

We sell prepaid digital products including:

• Mobile airtime top-ups and data bundles (sent directly to a phone number)
• Digital gift cards (codes delivered by email)
• Gaming credits and PIN codes (delivered by email)
• Utility bill payments (processed directly with the service provider)

All products are delivered electronically and instantaneously upon payment confirmation. Because delivery begins immediately at the time of purchase, these products are non-refundable once successfully processed.

2. General No-Refund Policy

All sales are final. Once a digital product has been successfully delivered — whether a top-up applied to a phone number, a gift card code issued, a gaming PIN sent, or a utility payment processed — no refunds, returns, or cancellations will be issued.

This is consistent with the policies of Reloadly (reloadly.com), which expressly states that completed transactions cannot be reversed. Because we transmit your purchase directly to the mobile operator, gift card issuer, or utility provider in real time, we have no ability to retrieve or reverse delivered products.

3. Cancellations

Cancellations are not possible once an order has been submitted and processing has begun. There is no grace period or cooling-off window once delivery has been initiated.

• Orders cannot be cancelled after submission.
• Pending orders cannot be stopped once sent to the delivery provider.
• Orders in "PENDING" status may take up to 24 hours to complete. If undelivered beyond 24 hours, please contact us.

4. When Refunds May Be Considered

Refunds or account credits may be considered solely at our discretion in the following limited situations:

• Technical failure: You were charged but the product was never delivered, confirmed by both our system and Reloadly.
• Duplicate charge: You were charged more than once for the same order due to a system or payment gateway error.
• Incorrect product delivered: You received a different product or denomination than what was confirmed at checkout, due to a system error on our part.
• Unauthorized use: Your account was used without your authorization (subject to investigation).

Refunds are not considered for:

• Top-up sent to the wrong phone number due to customer input error
• Gift card sent to the wrong email address due to customer input error
• Customer changed their mind after purchase was completed
• Product purchased for someone else who does not want it
• Mobile operator rejected the top-up due to an inactive, ported, or incompatible number
• Gift card code already redeemed
• Customer unable to redeem a valid code due to regional restrictions

5. How to Request a Refund

If your situation qualifies under Section 4, contact us within 72 hours of the transaction at info@productosprepago.com with the following:

1. Your full name and registered email address
2. The order ID or transaction reference number
3. The date and time of the transaction
4. The product purchased and amount
5. A clear description of the issue
6. Any screenshots or evidence of the error

We will respond within 3–5 business days. Approved refunds are processed to your original payment method within 5–10 business days.

6. Chargebacks

Filing a chargeback without first contacting us is a violation of this policy. We reserve the right to suspend or permanently close accounts associated with fraudulent chargeback requests. Please contact info@productosprepago.com first and we will work to resolve it.

7. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted with an updated effective date. Continued use of our Websites after changes constitutes acceptance of the revised policy.