Refund policy
The short version: a code that never arrives is not a charge, and you do not file a request to get the hold back. Rentals and top-ups are different, and those rules are below.
Updated 24 Sep 2026
1. One-time numbers
The price of a one-time number is held, not charged, while the number waits for an SMS. If no SMS arrives before the window closes, or if you cancel before any SMS arrives, the full amount returns to your balance automatically, within seconds.
Once a code has been received, the order is complete and is not refunded — even if the service then rejects the code or suspends the account, because the number did its job.
2. Wrong code or unreadable message
If the message received is clearly not from the service you selected, or is empty, customers with an active rental can open a support ticket with the order reference within 24 hours: we will check the order and refund it to your balance if the number failed.
3. Rentals
Rentals are charged in full when they start. If a rented number stops receiving messages because of the network and we cannot move you to an equivalent number, the unused days are credited to your balance pro rata. A rental you no longer need is not refunded.
4. Top-ups
Top-ups are credited to your balance and are not paid back out to a wallet, except where the law requires it. Payments that land while the address is still watched — even after the countdown — are credited automatically.
5. How to ask
You do not need to ask for automatic refunds: codes that never arrive and rentals that could not be reserved go back to your balance by themselves. Customers with an active rental can open a support ticket from their account, with the order reference or the transaction ID.