Refund rules
Which balances can return to you, in what amount, and the steps to request one.
Last updated October 18, 2026
Money on a TopUpVCC card can sometimes come back to you. These rules say when, how much, and how to ask. They are part of our terms of use, and every percentage and amount below is the one the app uses today.
The rules on one screen
| Your card | Money back |
|---|---|
| Never used | Everything on it, with no commission. Then the card closes. |
| Used, with $500.00 or more left | What remains, less 10%. Then the card closes. |
| Used, with under $500.00 left | Nothing. The balance stays on the card and you can keep spending it. |
| Card fee, top-up charge, network fees | Never returned. |
Every request is checked by a person, and the amount we confirm is the amount we pay.
Used or unused?
A card becomes used the first time anything is charged to it: a purchase, a subscription, a hold, or a tiny verification charge. It stays used even if that charge is later reversed. Our records and the issuer’s decide.
Looking at the card, unlocking or copying its details, or storing it at a shop without being charged does not count as use.
A card you never used
You can ask for the whole balance. No commission is taken. Once the money is sent, the card is closed for good.
For example: you topped up a card with $200 and never spent from it. You receive $200. The fees you paid on top of the $200 are not part of the payout.
A used card with a lot left
As a rule, used cards don’t qualify. The one exception: with $500.00 or more remaining, we'll close the card on request and send you the balance, keeping a 10% commission on it.
Say the commission is 10% and a used card still holds $650. The commission is $65, so you receive $585, and the card closes once the payout goes out.
With less than $500.00 left, a used card doesn’t qualify. The balance remains yours to spend until the card expires.
What stays with us
- the card fee ($5.00 per card at the moment);
- the percentage charge on your balance, 15% at present;
- network, withdrawal and exchange fees charged by others;
- the commission described above.
How to ask
- Open the Cards tab, swipe to the card and tap Get money back.
- The app shows right away whether the card qualifies and roughly what you would receive.
- Give a short reason.
- Enter where the money should go: a wallet address or Pay ID and its network. Read them twice, because a payout can’t be pulled back once it’s sent.
- Send the request. Follow it under Activity → Money back; we email you when it’s decided.
A card can have only one open request at a time. For a frozen card, open a ticket under Me → Help instead.
Checking and paying out
Our team confirms the real balance and usage with the issuer and fixes the payout. Expect a different figure from the app’s estimate if the balance or usage moved in the meantime. Most requests are decided within a few business days. Approved payouts are sent in crypto, usually USDT, to the address you gave, and the payout’s transaction ID appears next to the request in Activity.
Paid, but no card
If you paid and the top-up couldn’t finish, for instance because it arrived short and shows “Underpaid – needs review”, open a ticket and mention the top-up reference. When a payment arrived and we can match it, we either let you complete the top-up or return the money, minus network or processing costs. Crypto that went out on the wrong chain or to the wrong address may be unrecoverable; we will look for it, but can’t promise to recover it.
When a request waits or is refused
- The card is frozen, or we are investigating possible fraud, misuse or a broken rule.
- The card or account broke our terms, or the money that paid for the card is under dispute or traced to theft.
- We still need proof of who you are, or proof that the payout address is yours.
- A law, court or authority requires us to hold the money.
Not sure?
Ask before you top up: email [email protected] or open a ticket under Me → Help.