Still waiting on a

Ampol

refund?

Ampol doesn't publish a single consumer-friendly refund page. In Australia, your refund rights are governed by the Australian Consumer Law, the Ampol App Terms & Conditions (Clause 13.1), and product-specific terms. Here's the plain-English breakdown of when you can claim — and when you can't.

When you're generally eligible

• No fuel or product delivered: You were charged but the pump didn't dispense (common with app or FuelPay payments).
• Double charge or wrong amount: You were charged twice or billed an incorrect amount for fuel or convenience items.
• Faulty or misdescribed product: A guaranteed right under the Australian Consumer Law that cannot be excluded by any store policy.
• AmpCharge EV session failed: No charge delivered, a billing error, or a session error (such as the reported "515 error").
• Pre-authorisation hold exceeds spend: The unused balance of a temporary FuelPay hold is released by your card issuer, not refunded by Ampol.
• Duplicate or dishonoured app transaction: Where it results in a genuine overcharge.

When you're generally not eligible

• Change of mind: Ampol isn't legally required to refund change-of-mind purchases and only does so at its absolute discretion.
• Fuel already in your tank: Dispensed fuel can't be returned unless there's a confirmed overcharge, double charge, or verified fuel-quality issue.
• Activated third-party gift cards: Apple, Google Play and retailer gift cards are non-refundable once activated — one customer was refused on roughly $2,000 of Apple gift cards.
• Late app claims: Ampol app refund concerns must be raised within 48 hours of the transaction.
• Dishonoured or reversed payments: Ampol may charge fees it incurs and pursue recovery (plus a recovery fee) for unpaid charges.

Your statutory Australian Consumer Law rights for faulty or misdescribed goods always apply and override any "no refund" wording.

The right channel depends on which Ampol service you used. Keep your receipt, app confirmation, email invoice and bank statement — documented evidence consistently produces faster outcomes.

Ampol app / FuelPay (pay-at-pump)

1. Before leaving the site, check your registered email for an "unsuccessful transaction" confirmation.

2. If the app says payment failed, pay in store with the attendant to avoid a debt-recovery alert.

3. Open the Ampol app, go to the Profile tab, then Recent transactions to confirm what was charged.

4. Raise the issue within 48 hours via the app's Help/Support section, or email customerappsupport@ampol.com.au.

5. Ampol assesses the claim and advises a decision within 30 days (App Terms Clause 13.1).

AmpCharge EV charging

1. View the session in the Ampol app under Profile then Recent transactions (toggle to AmpCharge), or check your monthly invoice line items.

2. Call Ampol Customer Service on 13 14 04 (24/7) to report a failed session, incorrect kWh, or billing error.

AmpolCard / Ampol Cash / fuel cards

1. Call AmpolCard support on 1300 365 096 (Mon–Fri 8:30am–6pm AEST), or email ampolcard@ampol.com.au, to raise a billing dispute.

General retail / service station

1. Call 1800 240 398 (Mon–Fri 8:30am–5pm AEST) or email ampolfeedback@ampol.com.au.

2. Use the Ampol contact form to submit details in writing.

If your issue isn't resolved through these channels, you can lodge a formal complaint with Ampol to escalate it.

Timeframes vary by product and depend heavily on third-party card-issuer processing once Ampol approves.

• Ampol app claims: Ampol assesses the claim and advises a decision within 30 days (App Terms Clause 13.1). The money returned then depends on your card issuer's processing times.
• Pre-authorisation hold release: The unused portion of a fuel pre-auth is released by your bank, not Ampol — typically a few business days, sometimes up to a week. Some customers report self-service sites holding funds for at least a week.
• AmpCharge / fuel card disputes: No published service-level agreement. Resolution timing varies and is handled by phone (13 14 04 or 1300 365 096).
• Card refund settlement: Even after Ampol approves a refund, the credited amount can take several business days to appear depending on the bank.

What speeds it up: raising the claim within 48 hours, supplying app confirmation plus email receipt plus bank statement, and using the correct channel for the product.

What delays it: late claims, missing evidence, third-party card-issuer processing, and disputes routed through general feedback instead of the dedicated app or card team.

• Original payment method (most common): App, FuelPay and card refunds return to the card or payment method used; timing is set by your card issuer.
• In-store payment correction: If an app payment fails, the attendant processes payment in store as a standard transaction — preventing a charge dispute rather than issuing a separate refund.
• Pre-authorisation release: Excess held funds are released automatically by your bank, not paid out as a manual refund.
• Discretionary store refund or exchange: For eligible change-of-mind in-store purchases, refunds are at the store's absolute discretion and may be store credit or exchange.
• AmpCharge billing adjustment: EV charging errors are typically corrected as a billing adjustment or credit handled by customer service.

Note: activated third-party gift cards and dispensed fuel are not refundable, and dishonoured-payment fees may be deducted.

• App payment "fails" but you were charged: The Ampol app occasionally doesn't pass payment details to the attendant, so customers are accused of driving off without paying despite having app and bank confirmation.
• Debt-recovery escalation after a faulty app transaction: Customers report being contacted by debt recovery weeks or months later and having to supply vehicle registration to cancel the alert.
• Pre-authorisation holds mistaken for double charges: Customers see a held amount alongside the final charge and assume they were charged twice; the hold is released by the bank.
• Penalty and recovery fees stacking up: One customer reported $120 in penalty fees on $60 of fuel across three unnotified failed app payments.
• Activated gift card refusals: No refunds on activated third-party gift cards, even for large amounts.
• Rounding and overcharge disputes: Disputes at the bowser or counter over small discrepancies (for example, charged $8.69 for $8.68146 of fuel).

To avoid these pitfalls: check your email for the transaction confirmation before driving off, screenshot the app confirmation, raise app claims within the 48-hour window, confirm the final settled amount before disputing a pre-auth hold, and treat activated gift cards as final-sale.