FAQ

HCTOPUP – Frequently Asked Questions (FAQ)

Welcome to HCTOPUP Support Center. Here you’ll find answers to the most common questions about payments, delivery, refunds, and trade protection.

1. Orders & Delivery

Q1: How long does it take to receive my order?

Most digital orders are delivered within 1–15 minutes after successful payment.
If your order requires manual processing or stock verification, delivery may take slightly longer.

Q2: How will I receive my digital product or recharge?

Once the payment is completed, your code or top-up result will appear on the order details page and will also be sent to your registered email.

Q3: What should I do if the order is delayed?

If your order has not arrived after 30 minutes, please contact our support team via chat or email — we will assist you immediately.

2. Communication Between Buyer and Seller

If one party does not respond to chat messages promptly:

After 1 hour of inactivity, our system will automatically send an email reminder.
If no reply after multiple reminders, the transaction may be escalated for platform review.

3. Why Choose HCTOPUP

Transparent Pricing – No Hidden Fees

The price you see on our website is the final amount you pay.
No tax. No platform surcharge. No unexpected fees.

Instant Delivery

Most orders are processed and delivered within 1–15 minutes.

Refund Guarantee

If your order cannot be fulfilled, you are protected by our refund assurance.

Secure Transactions

All payments and digital deliveries are protected through encrypted, verified systems.

24/7 Human Support

Our team is always available to assist with any issues.

Global Coverage

We support top-ups for hundreds of games and gift cards worldwide.

4. Trade Protection Policy

✔ Trade Protection Covers

A. The buyer does not receive the purchased item or recharge.
B. The item received does not match the product description.

✘ Trade Protection Does Not Cover

A. The buyer confirms receipt and completes the order.
B. The buyer changes their mind after purchase.
C. Transactions conducted outside of HCTOPUP.
D. Any changes made by the game publisher after delivery.

Important Notes

Check your item carefully before confirming receipt.
Once you confirm, the order becomes non-refundable.
If no dispute is filed within 72 hours after shipment, the system will automatically mark the order as completed.
Fraudulent claims may result in account suspension or legal action.

5. Refunds & Disputes

Q1: When can I request a refund?

You can request a refund if:

The seller fails to deliver within the promised time.
The delivered item is invalid or does not match the description.

Q2: When are refunds NOT available?

Refunds will not be issued for:

Completed and confirmed orders.
Incorrect account or region selected by the buyer.
Orders delivered successfully according to description.

Q3: How to request a refund?

Go to your order page → Click “Dispute / Refund Request”
Provide clear evidence (screenshots, chat logs, etc.)
Our dispute team will review and respond within 72 hours

If the buyer fails to respond within the review time, the case may be closed automatically.

6. Payment & Security

Q1: What payment methods are accepted?

We support credit/debit cards, e-wallets, and cryptocurrency, depending on your region.
All payments are processed securely through verified payment gateways.

Q2: My payment failed — what should I do?

Check if your card or wallet has sufficient funds
Ensure your payment method supports international transactions
Try again or contact our support team for assistance

Q3: Is my information safe?

Yes. All customer data is protected using industry-standard encryption technology.

7. No Hidden Fees – Our Transparent Pricing Promise

Q: Are there any extra taxes or hidden fees?

No.
On HCTOPUP, the amount you see on the product page is the final amount you pay at checkout.

We do not add:

Additional platform fees
Processing fees
Tax markup
Hidden surcharges

Note: Your bank or wallet provider may charge its own conversion or network fee — this is unrelated to HCTOPUP.

8. Order Completion Rules

Buyers must carefully verify the item before clicking “Confirm Receipt.”
Once confirmed, the order becomes final and non-refundable.
If no dispute is opened within 72 hours, the system will automatically complete the order.
False disputes or fraudulent claims may result in account suspension.

9. Contact & Support

If you need help with orders, payments, or disputes, contact us anytime:

📩 Email: [email protected]
💬 Live Chat: Available on the website
⏰ Support Hours: 24/7

10. Legal Disclaimer

HCTOPUP is not affiliated with any game developer, publisher, or trademark owner unless explicitly stated.
All product names, logos, and brands belong to their respective owners.
HCTOPUP acts solely as an independent digital goods platform.