Refund Policy

At SMS Virtual, we believe you should only pay for a service that works. If a virtual number fails to deliver an SMS through no fault of your own, we will make it right.

Our guarantee is simple: if your number doesn't work, you get your credits back.

The following situations trigger an automatic credit refund — no action required on your part:

• ✓No SMS received within 20 minutes — If you purchase a one-time number and no SMS is delivered within 20 minutes of activation, a full credit refund is issued automatically to your account balance.
• ✓Number unavailable at time of purchase — If a number is shown as available but cannot be activated due to a supply issue, you are refunded immediately.
• ✓Platform returns an error — If the upstream provider returns a confirmed error for your number, we detect this automatically and refund your credits.

Automatic refunds appear in your account balance within 5 minutes of the trigger condition being met.

You may submit a manual refund request in the following situations:

• You received an SMS but the code was expired or invalid (platform-side issue)
• You were charged twice for the same number (billing error)
• A long-term number stopped working before its expiry date
• You did not receive an expected top-up credit after payment was confirmed

To submit a manual request:

Contact support within 24 hours of the issue occurring. Include:

• Your account email
• The number affected
• The service/app you were trying to verify
• A brief description of the issue

The following situations are not eligible for refunds:

• ✗SMS was delivered successfully — If the verification code was received in your dashboard, the service is considered delivered regardless of whether verification succeeded on the third-party platform.
• ✗Platform rejected a valid code — If the app or service rejected the code after it was delivered to your dashboard, this is a platform-side issue outside our control.
• ✗Number expired due to inactivity — If you purchased a number and did not use it within the active window, the purchase is non-refundable.
• ✗Account terminated for Terms violations — No refunds are issued on accounts suspended or terminated for violating our Terms of Service.
• ✗Change of mind — If you purchased a number and simply decide not to use it, we cannot issue a refund once the number has been activated.
• ✗Requests after 24 hours — Manual refund requests submitted more than 24 hours after the issue occurred may not be eligible.

Credit Refunds

All refunds are issued as credits returned to your SMS Virtual account balance. Credits:

• Are applied instantly or within 5 minutes
• Can be used immediately for any future purchase
• Do not expire
• Cannot be converted back to cash or transferred to another account

Cash Refunds

Cash refunds (back to your original payment method) are only issued in exceptional circumstances, at our sole discretion, typically limited to:

• Billing errors resulting in duplicate charges
• Payment processing failures where credits were not received

Cash refunds, when approved, are processed within 5–10 business days depending on your payment provider.

We strongly encourage you to contact us before initiating a chargeback with your bank or payment provider. Chargebacks are costly for both parties and may result in:

• Immediate suspension of your account
• Forfeiture of remaining credit balance
• Being banned from future use of SMS Virtual

We resolve the vast majority of disputes within 24 hours. Contact support@smsvirtual.uk and we will make it right.

For refund questions or to submit a request:

• Email: support@smsvirtual.uk
• Dashboard: smsvirtual.uk/dashboard → Order History → Request Refund
• Response time: Within 2 business days for manual requests