1. The short version
When you buy a virtual number for a specific app, we rent it to you for a fixed window (typically 20 minutes). If that window ends without a valid SMS arriving, we automatically credit the full cost back to your SMSPin balance. You don't need to email us, file a ticket, or click anything.
2. When automatic refunds apply
- The rental window expired and no SMS was received
- The rental window expired and an SMS was received but we could not parse a valid OTP
- We cancelled the activation from our side (e.g. supplier failure, number blacklisted mid-order)
- You cancelled the order before any SMS was delivered and within the allowed cancellation window
In all these cases the full order cost is returned to your SMSPin balance, usually within seconds of the trigger event.
3. When refunds do NOT apply
- The SMS was received and the OTP was extracted and shown to you — the service worked as intended, even if the app later rejected the code
- You bought a number for the wrong app, country, or account — please check before ordering
- You used the number outside the paid rental window
- The target app blocked or banned the number for reasons outside our control after delivery
- Fraudulent, abusive, or high-volume use that violates the Terms of Service
4. Where the refund goes
Refunds are returned to your SMSPin balance. They are not reversed to your original payment method unless required by law. Your balance can be used for future activations or withdrawn under the rules in Section 6.
5. Partial refunds
Some product tiers (e.g. long-rent numbers) have partial-refund rules disclosed at checkout. Where those apply, they override this general policy for that specific order type, but are always shown before you pay.
6. Withdrawing your balance
Unused balance is yours and can be withdrawn subject to a minimum withdrawal amount and anti-fraud review. Withdrawals return to your original payment method where possible, minus any unavoidable processor fees. Top-ups made via crypto can only be withdrawn to a verified crypto address.
7. Chargebacks
Please contact us first — 99% of billing questions have a simple answer and we'd rather fix the issue than fight a chargeback. Initiating a chargeback without contacting us may result in your account being suspended while the dispute is resolved.
8. How to reach us
For refund questions, email [email protected] or use the contact form. Include your order ID — it helps us reply within minutes rather than hours.