Refunds and chargebacks
We refund unused credit and mistaken top-ups. We don't refund spent credit except for platform failures.
Our refund policy is written to be fair and predictable: you always get back money you haven't used yet, and you never pay for a failure on our side.
What's refundable
- Unused wallet balance on account closure — refunded in full to the original payment method within 7 working days.
- Duplicate top-ups — refunded in full within 48 hours of ticket.
- Platform failures (our API was down, DLR was lost) — credits back within 24 hours of ticket.
- Rejected sends (template mismatch, invalid number) — automatically credited back the same day, visible in the usage report.
What's not refundable: delivered messages, operator-side failures where the operator confirmed delivery, and opt-outs after the send (these don't cost you anyway).
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