Refund is granted when

• Duplicate charge. Two identical charges appear on the card for one order — the second is refunded automatically.
• Top-up not applied. The card is charged, but Ortel Mobile did not credit the prepaid balance and the workshop cannot fix it — the amount is refunded.
• Wrong number the workshop failed to catch. If a typo was obvious (short number, wrong prefix) and the workshop still processed the order, we refund and retry with the correct number.
• Withdrawal within the statutory 14-day period — but only if the top-up has not been applied yet. Once the balance is on the SIM, the service is considered fully performed.

Refund is not granted when

• You typed the wrong prepaid number, the workshop had no way to see it was wrong, and the balance actually landed on that other SIM.
• You changed your mind after the balance is on the SIM.
• The tariff on the SIM changed how the balance is spent — that is on the operator side.

How fast

Refunds are triggered manually the same working day once the case is confirmed. Money lands on your card typically within 3–7 working days, depending on your bank.

How to request one

Reply to the confirmation e-mail with the order id, or write to [email protected]. If the case is clear-cut (duplicate charge, unapplied top-up), no forms are needed — the workshop handles it.

Last updated: 2026-07-21