Refund and cancellation policy
This policy covers top-up requests submitted through qatarlineup.org and paid to Qatar LineUp. It does not cover services billed directly by your mobile operator.
Cancelling before payment
A request can be cancelled at any time before the payment is made, free of charge. Reply to the confirmation email or call the desk during working hours and quote the email address used on the form. Nothing is owed for a cancelled request.
Cancelling after payment
Once the payment has been made but the credit has not yet been sent to the number, the request can still be stopped. In that case the full amount, including the service fee, is returned to the card used for the payment.
When the top up has already been credited
Mobile credit cannot be withdrawn from a number once the operator has applied it. For that reason a completed top up is not refundable. If the credit was sent to the wrong number because of an error on our side, we repeat the top up on the correct number at our own cost.
Failed and partial transfers
If the payment was taken but the credit was never applied, the full amount and the fee are refunded. Report it within 30 days of the payment date. We trace the transfer with the operator first; the trace normally takes up to three working days.
How refunds are paid
- Refunds are always returned to the card that was charged. We do not pay refunds in cash or to a different card.
- Refunds are issued in Qatari riyal, for the exact amount charged.
- We send the refund instruction within two working days of approving it. Your bank then needs its own processing time, usually five to ten working days.
How to ask for a refund
Write to support@qatarlineup.org or call +974 4452 6718 with the number that was topped up, the amount and the date of the payment. You will get a written answer with the decision and, if approved, the refund date.
Complaints
If you disagree with a decision, reply to the same thread and ask for a review. A second agent looks at the case and answers within five working days.