Quick summary: If your Salik balance is not updated within 24 hours of a successful card charge, contact us with your order reference for a full refund.
When a refund applies
A refund is issued when:
The card was successfully charged but the Salik balance was not updated within 24 hours.
A duplicate charge occurred on the same order reference.
The transaction was not authorised by the cardholder (fraudulent charge — subject to investigation).
When a refund does not apply
We do not issue refunds for:
Successfully credited amounts — once the Salik balance is updated, the transaction is final.
Incorrect Salik serial numbers entered by the user.
Card declines — a declined card was not charged; there is nothing to refund.
Change-of-mind requests after a successful top up.
How to request a refund
Wait at least 2–5 minutes after the charge. Salik balance updates may take up to one hour in congested network conditions.
Include: your order reference (begins with A1S-), the mobile number used, the Salik serial, and the masked card last four digits.
Timeline
Once we confirm the non-credit and initiate the reversal, the amount is returned to the original payment method within 5–10 business days, depending on the issuing bank. We will confirm the reversal by email to the address on file.