TopUpCrew policies

Delivery & after-sales

Effective date: 10 September 2026

TopUpCrew is operated by HONGBINL TECH LIMITED (company number 80040569). For delivery, cancellation or refund help, email service@topupcrew.com with your order number.

Digital delivery, usually within 1 hour

We sell game top-ups and digital vouchers. No physical parcel or shipping address is required, and digital delivery has no shipping charge. We usually complete delivery within 1 hour after payment has been confirmed and all required delivery details are correct. This is an estimate, not a guaranteed deadline.

Account top-ups are credited to the Player ID and, where requested, Server ID or character name saved with your order. Voucher codes are sent to the email address used at checkout. Check the product's game, region, denomination and redemption instructions before ordering.

Payment review, incorrect details, publisher maintenance or a supplier interruption may cause a delay. If your order is still undelivered after 1 hour, contact us. We will check its status and explain the available next steps. A successful payment alone does not mean delivery is complete.

Check your details

Please check your email and game identifiers before payment. If you notice a mistake, contact us immediately. We can correct details while fulfilment has not started; changes may be impossible once a top-up has been credited or a voucher issued. Do not send game passwords, payment-card security codes or one-time verification codes.

Cancellation and refunds

Before fulfilment starts: request cancellation by email. If we have not begun the top-up or issued the voucher, we will cancel and refund the undelivered item.
Delivery failure or our error: if we cannot deliver the purchased item, or we deliver an incorrect top-up or invalid voucher, we will investigate and provide the correct delivery, a replacement or a refund as appropriate. A replacement does not remove a refund right provided by law.
Already delivered: a successfully credited top-up or a valid voucher already used or redeemed is normally irreversible and is not eligible for a change-of-mind refund. For an unused voucher or another disputed delivery, contact us so we can verify its status. We do not treat every digital purchase as automatically non-refundable.
Incorrect details supplied by you: we will try to help, but may be unable to recover credit sent to the identifier you confirmed or replace a valid voucher bought for an incompatible game or region. This does not affect claims arising from our error or your mandatory legal rights.
Duplicate payment: report both payment references. We will verify whether a second payment was captured and refund an excess charge that does not correspond to an additional fulfilled order.

How after-sales support works

Send your order number, order email and a brief description of the problem. For a missing top-up or invalid code, include the relevant error message or a screenshot with unrelated personal information hidden. Keep voucher codes private and share them only when our support team needs them to investigate.

Once a refund is approved, we will initiate it without undue delay using the original payment method where possible and tell you when it has been submitted. Bank or payment-provider processing can affect when it appears in your account. We will comply with any shorter refund deadline required by applicable law.

Your consumer rights

This policy does not exclude or limit any mandatory right to cancel, receive a refund or obtain a remedy under applicable consumer law. Any statutory cancellation period, delivery-delay remedy or refund deadline that applies to your order takes precedence over this policy. Contact us if your issue remains unresolved.

Registered address: RM 701, UNIT 108, 7/F, TWR B, NEW MANDARIN PLAZA 14 SCIENCE MUSEUM RD TSIM SHA TSUI, HONG KONG.