Refund policy
Last updated: January 2026
This policy explains how refunds work for a bus card recharge made through busfareup, the independent online top-up service for hafilat cards in Abu Dhabi. It sits alongside our terms of use.
When a refund applies
Because a top-up adds value directly to a transit card, most completed top-ups cannot be reversed once the balance has been delivered. A refund applies in these situations:
- The amount was charged to your payment card but the top-up was not delivered to the hafilat card.
- You were charged more than once for the same top-up because of a technical error.
- A top-up was started on the wrong card number and the balance had not yet been applied.
When a refund does not apply
A refund is not available simply because a balance has been spent on travel, or because a rider changed their mind after the credit was successfully delivered to the card. Value already loaded onto a hafilat card is managed by the card and the bus network, not by us.
How to request a refund
Contact us within 30 days of the top-up with:
- The date and approximate time of the top-up.
- The hafilat card number used.
- The amount and, if you have it, the payment reference.
Send these by email to billing@busfareup.org or through the contact form. We confirm receipt within one business day.
Timeline
Once a refund is approved, the amount is returned to the original payment method. Banks in the UAE usually show the credit within 5–10 business days, depending on the card issuer. We do not issue cash refunds.
Questions
If anything about a charge is unclear, reach us at billing@busfareup.org or +971 50 742 6318 during business hours, Sunday to Thursday.