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Refund Policy

1. Refund Conditions

Refunds are applicable under the following circumstances:

  • Payment is declined.
  • The recharge account does not exist or other issues result in a failed recharge.

2. Incorrect Direct Recharge Information

Important Reminder: The trading platform assumes no responsibility for errors caused by user negligence, including but not limited to providing false, inaccurate, or incomplete information. Once an order is successfully completed, it cannot be canceled or refunded.

Please Note:

  • Users must carefully verify recharge details, including game account ID, username, and server, before making payment to avoid incorrect recharges.
  • Due to service provider requirements, completed recharge orders cannot be canceled or refunded. Users may initiate a new recharge if needed, but the platform is not responsible for incorrect purchases.
  • If incorrect game account information results in a failed recharge, the order will be refunded after verification of the error.

If you encounter any issues with your direct recharge order, please contact customer support.

3. Why Was I Charged if My Order Failed?

If your order status shows “payment failed”, it means the platform did not receive your payment.

In some cases, a charge may appear on your account due to an authorization hold rather than a completed transaction. These temporary holds are typically released within 3–7 business days, depending on your bank or payment provider.

Please note:

Certain payment methods (e.g., cryptocurrency) are irreversible and may not support automatic refunds in cases of overpayment or incorrect transfers.

For further assistance, please contact customer support.

4. Refund to Wallet Balance

4.1 Default Refund Method

If a paid recharge or subscription order fails to be delivered, or if a transaction is blocked due to Topuplive’s security or risk control mechanisms, the refund will be credited to the user’s Topuplive wallet balance by default, unless otherwise required by applicable laws, payment channel rules, or platform policies.

4.1.1 Delivery Failure Refunds

If a refund is caused by delivery failure:

  • The refunded amount will be returned to the user’s available wallet balance.
  • The balance can be used for future recharges or purchases on the platform.

4.1.2 Risk Control Refunds

If a refund is triggered by security or risk control interception:

  • The refunded amount will be returned to the user’s frozen wallet balance.
  • The frozen balance can be unlocked after the user completes KYC verification within 24 hours and passes the platform’s review requirements.

4.1.3 Refund to Original Payment Method Upon Request

If the user prefers a refund to the original payment method:

  • The user must contact Customer Support to submit a request.
  • Refunds will be processed subject to:
    • Payment channel rules
    • Identity verification requirements
    • Topuplive’s internal review procedures

5. Contact Information

Company Name: SEA WHALE TECHNOLOGY PTE. LTD.

Customer Support:

Service Hours: 24/7

Company Address: 1 North Bridge Road, #03-22, High Street Centre, Singapore 179094