Our refund policy

Nature of our service

Sift Mobile provides an international mobile top-up service executed instantly after payment. Once your transaction is confirmed, the credit is transmitted to the recipient's mobile operator within seconds through our technical partner DTONE.

By proceeding to payment, you give your express consent for immediate execution and acknowledge that the right of withdrawal does not apply to fully executed services under EU consumer protection law.

Automatic refund on failure

If a top-up cannot be delivered due to a technical issue beyond your control, a full refund is triggered automatically to the original payment method. No action is required on your part.

Cases covered by automatic refund include:

• Temporary unavailability of the recipient's mobile operator
• Top-up code rejected by the operator
• Technical failure on our partner DTONE preventing delivery
• Mobile number inactive or deactivated on the operator side (a number that does not exist, not one that belongs to someone else)
• Top-up amount exceeding the operator's allowed limit

Cases where no refund applies

No refund applies when the top-up has been technically delivered according to the parameters you submitted. You remain responsible for the accuracy of the information you provide at checkout, in particular the recipient's mobile number.

The following situations do not qualify for a refund:

• Incorrect mobile number entered: the top-up has been credited to the mobile corresponding to the number you submitted, even if it is not the intended recipient. Please double-check the number before confirming your order.
• Wrong operator or wrong amount selected: the transaction was executed as instructed.
• Top-up unused by the recipient or credit expiration on the operator side: balance management after credit is the relationship between the recipient and their operator.
• Promotional bonus expected but not received: operator bonuses depend on the operator's promotional terms and are not guaranteed by Sift Mobile.
• Transaction validated through 3D Secure: strong authentication at payment confirms express consent and constitutes a final commitment.

Special cases

Some cases require manual review before decision:

• Top-up marked as delivered by the operator but not received by the recipient: open a claim to support@sift-mobile.com with the recipient's mobile number and the transaction reference. Our team verifies with DTONE and the operator. If non-delivery is confirmed, a refund is issued.
• Duplicate billing: if you notice two identical charges for the same top-up, contact us immediately. Technical duplicates are refunded within 24 hours.
• Fraudulent transaction: if you suspect unauthorised use of your card, contact your bank first to block the card, then inform us. 3D Secure-validated transactions are reviewed case by case.

Processing times

Automatic refund: Sift Mobile initiates the refund within 24 hours of detecting the failure. The credit then appears on your bank statement within 5 to 10 business days depending on your bank.

Manual claim: we acknowledge your request within 24 business hours and provide a final response within 5 business days. If a refund is approved at the end of the review, the 5 to 10 business day bank delay applies.

The window for submitting a manual claim is 14 days from the transaction date.

How to contact us

For any refund-related request, contact us at support@sift-mobile.com providing: your order email, the transaction reference (in the confirmation email), the recipient's mobile number, and a description of the issue.

Our support team responds Monday to Friday, 9 AM to 6 PM CET.

Legal framework

Sift Mobile is operated by SAS Mocom, a company registered in France. This refund policy is governed by French law. Any unresolved dispute may be brought before the competent French courts.

Under EU Regulation 524/2013, the European Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr/.