Refund policy for the Ortel Mobile top-up flow
Prepaid top-ups are considered a digital service under German consumer law: once the balance is delivered to the Ortel network, the right to a fourteen-day cancellation no longer applies. That said, ordepoint refunds the paid amount whenever the top-up cannot be delivered at all, or when it is delivered incorrectly through our error.
When a refund is possible
- The prepaid number turned out to be inactive or not on the Ortel Mobile network, and the payment could not be applied.
- The paid amount reached us but the top-up could not be pushed to the operator, for any reason on our side.
- The wrong value was applied through an ordepoint mistake (the difference is refunded).
- You cancelled the request in writing before the top-up was pushed to the operator.
When a refund is not possible
- The top-up was delivered correctly to the prepaid number you provided.
- The sender chose the wrong value or the wrong number and only noticed after the balance updated.
- The prepaid balance was later spent, deducted for tariff plans, or expired.
- The refund would exceed the amount actually received on our side (bank-side fees are not refundable).
How to request a refund
- Reply to the confirmation e-mail we sent, or write to help@ordepoint.org.
- Include the prepaid number, the payment date, and the channel used to send the money.
- We check the record against the operator’s log and reply within 24 hours (Mon–Fri).
- Once approved, the refund is sent back through the same channel — bank transfer, e-wallet or pay-by-link.
Timing
Refund decisions are made within 24 hours of a complete request during working days. Once approved, the money usually lands within one to three working days for SEPA transfers, and faster for most e-wallets. Bank-side delays are outside our control.
Disputes
If we cannot come to an agreement, the applicable law is German. You may also use the EU Online Dispute Resolution platform. Nothing on this page limits your statutory rights as a consumer under German or European law.
Need to open a refund request?
Write to the team and include the details listed above.