Refund and Cancellation Policy

• Before the balance is delivered
• After the balance is delivered
• Payment taken but nothing delivered
• Top-up sent to the wrong number
• How a refund is paid
• Partial amounts
• If you disagree with the outcome

Before the balance is delivered

A request can be cancelled at any point before we deliver the balance. Reply to the confirmation email or call the desk, quote the reference number, and the request is closed. If payment had already been taken, the full amount including the service fee is returned.

After the balance is delivered

A delivered top-up cannot be reversed. Once credit sits on a prepaid line it belongs to that line, and we have no way to pull it back. This is why the confirmation email repeats the number and the amount in full before you pay.

Payment taken but nothing delivered

If the money left your account and the balance never arrived, write to billing@loadlinekw.org with the reference number. We check the operator channel and the payment provider, and we reply with a result within two working days. If the top-up genuinely did not land, you choose between a repeat attempt at no extra cost and a full refund.

Top-up sent to the wrong number

If the digits we delivered differ from the digits in your confirmation email, the mistake is ours and we refund in full. If the digits match what you approved, the credit has gone to the line you asked for and a refund is not possible — tell us as soon as you notice and we will still contact the operator channel, without being able to promise an outcome.

How a refund is paid

Refunds go back along the same route the payment came in on. We start the return within one working day of agreeing it. Card refunds usually show up within five to ten working days depending on the issuing bank; bank transfers are normally faster.

Partial amounts

Where only part of a request was delivered, only the undelivered part is refunded, and the service fee is returned in proportion. The split is written out in the refund email so you can check it.

If you disagree with the outcome

Reply to the refund email and say why. A second person reviews the case and answers within five working days. Nothing in this policy limits rights you hold under the consumer law of Kuwait.