Refund Policy

Virtual number refunds

We do not provide refunds in the following cases:

• The Client disconnected the service before the end of the paid period at his own will and is unrelated to the service issues.
• The Client has disconnected/deleted the paid services and there are unused funds on the balance;
• We require documents confirming the identity of the end-user to activate the number; the Client confirmed the agreement with these requirements when ordering, but refuses to provide all the documents required to activate the number;
• The Client used our services for purposes contrary to local laws; the service was used for fraud; we received a complaint from the local number provider or law authorities; we know that the Client is about to use our services for fraud; we have proof that the Client uses or going to use our services for fraud;
• The Client ignored the "restrictions" for the SMS number; in that case, cancellation or free replacement is not provided;
• When the Company provides the Client with a number labeled «For registration» and this number is operational and receives SMS from most services but fails to receive SMS from a specific service; in that case, the Company's obligations regarding the provided service are considered fulfilled, and refund or replacement is not provided.
• The case when the Caller ID service (rented number identification) cannot be provided due to technical reasons is non-refundable;
• The Client has changed their mind regarding the order;
• The Client accidentally topped up their account balance;
• Other cases related to the Client not understanding how our services work;

*Some services have their own restrictions that may prevent SMS sending to specific numbers or numbers of specific carriers.

 We guarantee a full refund to the balance of the personal account in the following cases:

• The rented number has not worked for more than 24 hours; the time the number was inactive is compensated by the Company; the number is considered non-working since the moment the customer reported the issue;
• The number is disconnected or/and blocked by the local operator for reasons not related to the activities of the Client;
• We cannot provide a paid number for reasons beyond the Company's control.

 We guarantee the refund to the client from the balance of the personal account in the following cases:

• We cannot complete the order by providing the ordered virtual number while it was possible to order the virtual number on the website;
• The purchased virtual number is not working/ceased to work due to the fault of the local provider, and we cannot provide a replacement for the same country/city.

*Please note that not all payment methods support refunds. If the payment was made using those methods, we will offer alternative refund options.

Refunds to the client or the balance of the Personal account shall be processed in a period of no longer than one month.

Refunds to the balance are processed within 1-5 working days.

Refund to the Client directly is possible after a personal request only. All refund requests are accepted via email: [email protected] and reviewed by the dedicated department within 2 working days from the receiving date.

In the refund request, you must specify the following information:

• The name of the service;
• The amount and the refund reason;
• Bank requisites or other payment method details.

*Without this information, the refund request will not be reviewed.

One-use (Disposable) number refunds to the account balance.

We do not provide refunds to the balance of your Personal account in the following cases:

• The SMS text is displayed in the one-use (disposable) number ordering table. In this case, the Company's obligations to provide one-use (disposable) number service are considered to be fulfilled. Any other issues related to the maintenance of the account registered to such a number are beyond our responsibility.

We provide refunds to the balance of your Personal account in the following cases:

• The SMS was not received, and the incoming SMS table is empty; such refunds are automated and provided within 15-20 minutes in case the SMS fails to be received.

*Note that the One-use (Disposable) service is fully automated. It is mandatory to follow the instructions while ordering a number to prevent any possible issues.