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Refund Policy

Last updated: July 2026

In short

If your payment was taken but the top-up did not reach the number, or you were charged twice, contact us and we will investigate and refund where appropriate. Once credit has been successfully applied and used, it cannot be refunded.

1. Overview

This Refund Policy explains when Ortelephone issues refunds for top-up orders placed at ortelephone.org, when a refund is not possible, and how to request one. It does not limit any statutory rights you may have under German or European consumer law.

2. When a refund applies

You may be entitled to a refund in the following situations:

  • Payment taken but top-up not credited — your card was charged but the credit did not reach the Ortel Mobile number within a reasonable time.
  • Duplicate charge — you were charged more than once for the same single order.
  • Technical error on our side — an amount was charged that does not correspond to a valid order.

In these cases we refund to the original payment method once we have confirmed the issue.

3. When a refund does not apply

A refund is generally not available where:

  • the top-up value was successfully credited to the number you entered and has been used (in whole or in part);
  • the credit was applied to a wrong number that you entered — please check the number carefully before confirming, as we cannot recover credit sent to a number you mistyped;
  • you simply changed your mind after the credit was already applied, since prepaid top-ups are delivered digitally and consumed on use.

4. How to request a refund

To request a refund, contact us by email at support@ortelephone.org or by phone at +49 1522 3607 480. Please include:

  • the date of the order;
  • the amount paid;
  • the last digits of the card used and/or your order reference;
  • a short description of the problem.

Please do not send full card numbers by email. The last few digits and your order reference are enough for us to locate the transaction.

5. Processing timeline

We aim to review refund requests promptly. Once a refund is approved and issued, the time for the money to appear on your statement depends on your card issuer or bank and is outside our control. This typically takes a few business days but can be longer depending on your provider.

6. Contact

Questions about this policy? Email support@ortelephone.org or call +49 1522 3607 480. See also our Terms of Service.

Ortelephone Services · HRB 28941 Wiesbaden · USt-IdNr. DE329184507