Refund policy
When and how a Plate Manage top-up is refunded, and how to ask for one. Refunds are always returned to the original card.
1. What qualifies for a refund
The Service refunds the full AED amount of a top-up in the following cases:
- Failed top-up. Your card was charged but the upstream toll account was not credited within two hours of the receipt. This is the most common case and is the one we ask you to flag first.
- Duplicate charge. Your card was charged twice for the same order reference (for example, after a payment-page retry that ended up clearing two times).
- Wrong-amount entry. You completed a recharge for an AED amount that you did not intend (for example, you typed 500 instead of 50). The flag must reach us within 24 hours of the receipt and the AED must not have been already consumed by the upstream account.
- Wrong-plate entry, before consumption. The AED was routed to a plate that you do not own and the top-up has not yet been consumed by that plate at a toll gate. We can reverse the dispatch in that narrow window.
2. What does not qualify
The Service cannot refund:
- A top-up that has already been consumed at a toll gate.
- A change-of-mind after a successful recharge.
- Foreign-currency conversion fees charged by your card issuer.
- A top-up where the wrong plate was entered intentionally to test the Service.
3. How to request a refund
Write to billing@platemanage.net from the email used at checkout, or from any email if you quote the order reference from the receipt. Include the plate, the AED amount and a one-line description of the issue. We do not require you to print, sign or scan a form — the email is enough.
4. Timeline
We acknowledge refund requests within one UAE business day. The actual reimbursement of the AED to your card usually settles within 7 — 14 business days, depending on your card issuer. If the issuer's settlement is slower, that part is outside our control and is governed by your card issuer's terms.
5. Partial refunds
Where only part of the AED top-up was consumed before the issue was reported, we refund the unconsumed remainder. Partial refunds are noted explicitly in the email confirmation.
6. Chargebacks
Before opening a chargeback with your card issuer, please email us first — most cases are resolved within a few business days without a chargeback being raised. Where a chargeback is filed against a successful top-up that does qualify for a refund anyway, we waive the dispute and process the refund through the normal channel.
7. Contact
Refund team: billing@platemanage.net. Phone (UAE business hours, Sun — Thu, 09:00 — 18:00 GST): +971 4 256 4391.