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Last updated · 30 April 2026

Refund policy

This policy explains when and how NolDubai Services FZ-LLC issues refunds. It complements the terms of use and the privacy policy.

1. Cancellation before the load is finalised

You may cancel a top-up request free of charge as long as the load has not yet been finalised through RTA's channel. To cancel, reply on WhatsApp or send a short email to support@noldubai.org with the card serial you submitted. We will confirm the cancellation in writing.

2. After the load is finalised

Once the load has been finalised on your Nol card, the balance moved to the card cannot be retrieved through us. Card-balance refunds belong to RTA's own refund procedure and are subject to RTA's rules and timelines. We will help you initiate RTA's procedure on request.

3. Refund of our service fee

Where a service fee was agreed and paid to us, we refund it in full in any of the following cases:

  • The load could not be finalised through no fault of yours.
  • The amount loaded does not match what you submitted.
  • You can demonstrate that the request was submitted without your authority — for example, by a third party using your card serial.

Refund of the service fee is sent to the same channel through which it was collected, within 14 calendar days of the decision.

4. Disputed transactions

If you dispute a load you did not request, write to security@noldubai.org with as much information as you can. We freeze the account immediately, run a written investigation and revert with findings within 14 calendar days.

5. How to ask for a refund

Email support@noldubai.org with: the card serial you submitted, the approximate date and amount of the request, and a short description of the issue. We acknowledge within two working days and resolve within 14 calendar days.

6. Statutory rights

This policy does not restrict any statutory rights you have under the consumer protection framework of the United Arab Emirates. Where a statutory right gives you a more favourable outcome, the statutory right applies.

7. Governing law and disputes

Refund disputes are governed by the laws of the United Arab Emirates and follow the dispute resolution clause in the terms of use.