Refund Policy
Fair, fast, and transparent refunds for failed or wrong orders.
Last updated: May 20, 2026 · NaNa TopUp Co., Ltd.
1. Our Refund Commitment
At NaNaTopUp.com, we take responsibility for orders that don't reach your game account as expected. If something goes wrong on our side, we will refund you fully. This page explains when refunds apply, when they don't, and how to request one.
ភាសាខ្មែរ: គោលនយោបាយសំណងនេះពន្យល់ពីពេលណាដែលអ្នកមានសិទ្ធិទទួលសំណង និងរបៀបស្នើសុំ។ សម្រាប់កំណែជាភាសាខ្មែរ ចុចទីនេះ។
2. When You Are Eligible for a Refund ✅
You get a 100% refund if:
- The top-up failed — payment received but diamonds/UC never arrived
- Wrong item delivered — you ordered 100 Diamonds but received 50 (or any mismatch from what you paid)
- System error on our side — our automated system crashed and your order shows "Failed"
- Delivery delayed beyond 24 hours — even though our normal delivery is under 5 minutes, if your order is still pending after 24 hours, you can request a full refund
- Duplicate charge — you were charged twice for the same order by mistake
- Game publisher rejection — game publisher (Moonton, Garena, etc.) refused our order delivery for reasons unrelated to you
3. When Refunds Are NOT Available ❌
We cannot refund if:
- You provided wrong User ID or Server ID — once we send to the wrong account, we cannot recover it. Always double-check before paying!
- Order delivered successfully — diamonds/UC arrived in your game account (you can verify in your in-game purchase history)
- Your game account was banned by the publisher — for cheating, violations, or any reason from the game publisher's side
- You changed your mind — we cannot refund completed orders just because you no longer want the item
- You gifted to wrong friend's account — by accident or otherwise
- Refund request after 7 days — refund requests must be made within 7 days of order date
- Fraudulent payments — chargebacks, stolen cards, or payments from compromised accounts
4. How to Request a Refund
Step-by-step process:
- Contact us via Telegram or [email protected] within 7 days of order
- Provide:
- Order ID (format: TK-YYYYMMDD-XXXXXX)
- Game and package you ordered
- Game User ID and Server ID used
- KHQR payment screenshot or transaction reference
- Brief description of the issue
- Our team reviews your case (usually within 2–24 hours)
- If approved, we ask for your refund payment details (see Section 5)
- Refund is sent within 1–3 business days
5. Refund Payment Methods
We refund using the same Cambodian payment system you used to pay. Tell us which one is most convenient for you:
Refunds are made in USD matching the original purchase amount. Any transfer fees by your bank are not refundable.
6. Refund Timeline
- Investigation: 2–24 hours (we check your order, payment, and game publisher logs)
- Approval and notification: within 24 hours of completing investigation
- Payment transfer: 1–3 business days after approval (depending on bank processing time)
- Total typical time: 2–4 business days from your refund request to money in your account
7. Partial Refunds
In rare cases, we may offer a partial refund — for example, if you ordered a bundle and only one item failed to deliver. In such cases, we refund only the value of the missing/failed item, not the entire order. We will always explain clearly what amount we are refunding and why.
8. Disputes
If you disagree with our refund decision, please reply to our refund decision message with additional information. We will reconsider with our supervisor. We aim to resolve all disputes fairly and quickly.
Please do not file a chargeback with your bank before contacting us. Chargebacks freeze your account in our system and prevent us from helping you. Always try our support team first.
9. Prevention Tips — Avoid Needing a Refund
- Triple-check your Game User ID and Server ID before paying — copy-paste from your game settings if possible
- Use the ID Checker on our site (we show the username before payment) to confirm you have the right account
- Wait 5 minutes after payment before requesting support — most orders complete within this time
- Don't pay if our payment QR shows expired — refresh and start a new order instead
- Keep your KHQR payment screenshot until your order is confirmed Done
10. Contact Us