Refund Policy
Last Updated: May 12, 2026
This Refund Policy describes how refunds and replacements are handled for purchases made on UpTop (uptop.gg), operated by OVERTAKE LABS PTE. LTD. (Singapore UEN: 202422326G). This policy applies to all Digital Products sold through the Service, including game top-ups, gift cards, mobile recharge, and digital vouchers.
By placing an order on UpTop, you acknowledge and agree to the terms set out below. This policy supplements our Terms of Service and does not limit any rights you may have under applicable consumer protection laws.
#General Principle
Due to the nature of digital products, orders are generally final and non-refundable once successfully delivered, redeemed, topped up, or otherwise made available. This is consistent with industry practice for digital goods, as redemption typically occurs immediately upon delivery and cannot be reversed.
For direct top-ups and mobile recharge, a product is considered delivered when the credit, value, or recharge has been sent using the delivery information provided by the customer. For code or voucher products, a product is considered delivered when the code, 핀코드, voucher, or redemption information has been made available to the customer.
The exceptions and procedures below describe the cases in which UpTop will issue a refund, replacement, or open an investigation.
#Refund Scenarios
Failed delivery
If an order is paid but not delivered within the expected fulfillment window, UpTop will issue a full refund or replacement once supplier confirmation is received. Affected orders are usually resolved within 1–3 business days.
Redeemed-before-receipt claim
If a code or top-up appears to have been redeemed before delivery, Support will open a supplier investigation. These cases require supplier-side audit and typically take 7 business days or longer to resolve. Outcomes include refund, replacement, or no action, depending on supplier audit findings.
Pending or failed payment
If a payment is stuck in pending or fails after charging, resolution depends on the payment provider. Most pending charges either complete or are auto-reversed within 3–7 business days. Contact Support if a charge does not resolve within that window.
Successfully delivered, used or unused
Once a top-up, code, voucher, mobile recharge, or other Digital Product is successfully delivered, redeemed, topped up, or otherwise made available, it is non-refundable except where required by law or where the product itself is defective at source.
Fraud or abuse review
Orders flagged for fraud, chargeback abuse, or violation of our Terms of Service may be held, cancelled, or refunded at UpTop's discretion pending review.
#How to Request a Refund
To start a refund request, contact support@uptop.gg with the following information:
- Your UpTop order ID (found in your confirmation email or order history)
- A description of the issue
- Any error messages, screenshots, or other relevant evidence
We typically respond to inquiries within 24 hours on business days. Resolution timelines vary by case type as described in each scenario above.
#Policy Updates
UpTop may update this Refund Policy from time to time to reflect changes in our service, supplier arrangements, or applicable law. The most current version will always be published on this page, with the last updated date reflected at the top.