Refund policy

1The principle

In shortIf the failure is on our side, you get your money or a working number. If it is your decision, you do not.

There is one rule underneath every case below, and it is worth stating plainly: we refund what we failed to deliver, and we do not refund a decision you made. A line that never received a message is our problem. A line that works perfectly and that you stopped needing is not.

Because there is no card and no processor, there is no chargeback mechanism either. That cuts both ways: you cannot force a reversal, and we cannot hide behind a processor. Every decision on this page is ours, is made by a person, and comes with a reason you can argue with through contact.

Money comes back as balance by default, because that is instant and costs nothing. Getting it off the platform entirely is possible in the case described in section 6, « Getting an unspent top-up back ».

2The free swap: a number a service refuses

In shortWithin 7 days of activation, if a service will not accept your number, we give you a different one from another range at no cost. Repeatable twice.

Some services keep private lists of number ranges they reject, and those lists change constantly. We cannot see them and neither can you, so this is how we absorb the risk instead of putting it on you.

• Window: 7 days from the moment the line went active.
• What you get: a new number in the same country and of the same type, taken from a different carrier range, with the remaining period carried over. No new activation fee.
• What we need: the line and the name of the service that refused it. A screenshot helps but is not required.
• How often: twice per order. After two swaps in the same country, the honest answer is that the country is a bad fit for that service, and we refund the line in full instead — including the activation.

The old number is released when the new one goes live, so anything still sitting in its inbox is gone. Read it first.

3A line that never worked

In shortFull refund, activation included, whenever you report it. Not limited to 7 days, because a fault is a fault.

If a line never delivered anything it was sold to deliver — no SMS arrives at all, no call connects, the number was never actually provisioned — we refund the whole order, activation fee included, and release the line.

• There is no deadline on this one. If you ordered a line, left it unused for a month and it turns out it never worked, that is still our fault.
• We check the carrier delivery record before deciding. If messages were delivered to the number and you did not see them, that is a different problem and we will help you find where they went.
• A refund lands on the balance within minutes of the decision.

A line that worked and then stopped during an incident is not this case; see section 4, « Outages and degraded service ».

4Outages and degraded service

In shortA long outage that touched your line gets the affected days credited. You do not have to ask, and we do not sell an SLA.

Every incident is published on the status page with the systems it hit and how long it lasted. When an incident is long enough to matter, we credit the affected lines with the days lost, rounded up, and the credit appears in the ledger with the incident reference.

• You do not have to claim it. We apply it to every line that was in the affected country or on the affected system.
• The threshold is a full partial or major outage lasting more than two hours on a system your line depends on.
• Short degradations — delayed codes for twenty minutes — are not credited. They are published, and they are in the uptime figure, but crediting them would cost more in accounting than the value involved.

This is a credit policy, not a service level agreement: there is no contractual uptime figure and no penalty beyond the days lost. section 1, « The principle » explains why we would rather be honest about that than sell a number we cannot keep.

5What is not refunded

In shortChanging your mind, releasing a line early, a service banning your account, and anything cut for abuse.

Clearly, so you can decide before paying:

• Changing your mind about a working line. Switch auto-renew off; the line runs to the end of the period you paid for and stops. The unused part is not returned.
• Releasing a line yourself before the period ends. That is your decision and it is immediate and final.
• A service banning or closing your account after accepting the number. We sold you a working line; what a platform does with it afterwards is between you and them.
• Outbound SMS already sent, delivered or not. Carriers charge us on submission.
• A line cut under the acceptable use policy. Neither the period nor the activation comes back.
• Crypto price movement. If you top up with a coin that then doubles, the balance is still the dollars we credited. It works the same way when the coin halves.

6Getting an unspent top-up back

In shortWithin 14 days, a top-up you have not spent can be sent to an address you give us, minus the network fee. Once.

The balance is service credit, not a deposit account, and we are not a place to move money through. There is exactly one way out of it:

• The top-up must be unspent: nothing ordered, renewed or sent since it was credited.
• Within 14 days of it being credited.
• We send it to an address you give us, in the coin of your choice among those we accept. We cannot return it to the sending address: for several of the coins we take — Monero in particular — the sender is not visible to the recipient.
• The network fee is deducted. The exchange rate is the one at the moment we send.
• Once per account, as a correction for a mistaken deposit. Repeated requests are refused and we will say so plainly.

Beyond 14 days, or after any part has been spent, the balance stays as credit. It does not expire, and it is still there years later.

7How to ask, and how fast we answer

In shortOne message through contact with the line and what happened. Answered within one business day; the money moves the same day it is decided.

Write through contact with three things: the number or line label, the date, and what happened. If a service refused the number, name the service. You keep a ticket code and follow the answer from the same page — we have no e-mail address to write back to, which is the whole point of the service.

• First answer: within one business day, usually much less.
• Balance credits: applied the moment the decision is made, visible immediately in the ledger.
• On-chain returns: sent within two business days of the decision, then it is the network's problem.

If you disagree with a decision, say so on the same thread. A second person looks at it. That is the entire appeal process, and it is genuinely used.

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This document was last changed on 21 September 2026 and applies from 21 September 2026. Previous versions are kept and sent on request. Questions about any clause go to contact — we answer them in plain words, with the clause number.