Refunds
When we refund and how long it takes.
This page lists every case in which Platenumberup issues a refund, and the typical processing window. Refunds are always returned to the original card; we do not refund to a different card or to a bank account.
Cases in which we refund
- Payment captured, funds not credited. The card was charged but the funds did not reach the toll account within one business day, and the upstream payment network confirms the failure.
- Duplicated payment. Two identical top-ups were submitted for the same plate and amount within 30 minutes, and only one was credited. The unused one is refunded.
- Plate mismatch reported within 24 hours. You reported a typo in the plate details within 24 hours, and the funds have not yet been spent at a toll gantry.
- Balance check service did not return a balance. The 1.50 AED fee for a balance check is refunded if the lookup itself failed.
Cases in which we do not refund
- The top-up was credited successfully and the funds have been partly or fully spent at a toll gantry.
- The plate-mismatch claim arrives later than 24 hours after the payment.
- Refunds requested «just in case», without an underlying issue.
How to request a refund
- Send an email to support@platenumberup.org with the order reference (starts with TQ or BC) and a short description of the issue.
- We acknowledge the request on the same business day and, where needed, ask for proof from the toll-operator side.
- Approved refunds are sent to the original card. Bank-side processing usually takes between 3 and 10 business days, depending on the card issuer.