Refund policy
Most refunds happen automatically. You should rarely need to ask.
Refunded automatically
- No SMS arrived before expiry
- You cancelled before the first message
- We could not allocate a number
- The supplier failed the order
Not refunded
- An SMS was delivered to your number
- The third-party platform rejected the number
- A rental you released early
- You entered the number incorrectly
Activations
An activation entitles you to hold a number and receive a message on it for the length of the activation window.
- No message arrives before expiry — refunded in full, automatically, without you asking.
- You cancel before the first message — refunded in full, immediately.
- Allocation fails — refunded in full. If a charge was taken before the failure, it is reversed as part of the same process.
- A message was delivered — not refundable. The service was provided, regardless of what the receiving platform then did with the code.
Why a delivered message is not refundable
We pay our supplier when a message is delivered, and we cannot recover that cost. If the third-party platform then rejects the number, or the code arrives too late for their timer, that outcome is outside our control. We would rather state this plainly than imply a guarantee we cannot honour.
Rentals
A rental is charged up front for its full term. Because the number is reserved exclusively for you for that period, rentals are not refunded once the number has been issued — including if you release it early.
If we cannot issue a number at all, the rental is refunded in full automatically. If a rental renewal fails, the renewal charge is reversed and the rental lapses; you are never left paying for a term you did not receive.
Wallet top-ups
Funds added to your wallet are held for purchasing services on the platform. We do not offer withdrawals of unspent balance by default. If you believe you were charged in error, or a payment was taken twice, open a support ticket with the reference and we will investigate and reverse it where the gateway confirms the error.
How refunds are paid
Refunds are credited to your SMSPVO wallet, not to your original payment method. They appear immediately in your transactions as a permanent ledger entry, and can be spent straight away.
Disputes
If you believe an order should have been refunded and was not, open a support ticket from the order page. Include the order reference. We hold a complete audit trail of every state change and every ledger entry, so these are usually resolved quickly.