Refund policy

Cancelling a number that hasn’t had a text

You can cancel a number for a refund when all of these are true:

• it hasn’t received any texts;
• at least 5 minutes have passed since you got it (our supplier’s rule);
• no more than 24 hours have passed since you got it.

When you cancel, the number stops receiving texts straight away and we ask our supplier to cancel it too. If the supplier accepts, which it usually does, we return everything you paid for that number: the purchase and any extensions. If the payment hadn’t been taken yet, we release the hold instead, so no charge appears.

If the supplier refuses, the number stays active and yours until its end date, and the payment stands. We tell you on the number’s page at once. We can’t refund money our supplier hasn’t returned to us.

When it reaches you

A released hold disappears from your statement within a few days, depending on your bank. A refund usually shows within 5 to 10 business days. Refunds go back to the card you paid with.

When there’s no refund

• A number that has received a text, because it has been used.
• Time left on a number when it ends, when you turn off auto-renew, or when you delete your account.
• A number suspended for breaking our acceptable use policy.
• An app or website refusing to send to the number, once the 24-hour window has passed or a text has arrived.

When we get it wrong

If we couldn’t provide a number, you’re never charged. If a renewal is charged but the supplier can’t renew the number, we refund that renewal automatically. If something else went wrong on our side, write to [email protected] and we’ll put it right.

This policy doesn’t limit any right to a refund you have under the law where you live.