The short version
You pay for a code, not for an attempt. Every order stays open for 20 minutes. If that time runs out and no verification message has reached the number, the full price of the order goes back to your account balance.
This happens by itself. You do not need to fill in a form, open a ticket or prove anything.
When a charge is credited back
The full order price returns to your balance when the order expires without a message being delivered to it.
The same applies when we cancel an order ourselves, for example because the number could not be kept available after you paid.
You can cancel an open order once 2 minutes have passed and no code has arrived, and the charge is credited back to your account balance. Asking for another SMS and finishing an order early are not available.
The credit is recorded in your transaction history alongside the original charge, so both are always visible.
When a charge is not credited back
Once a message has been delivered to your order and shown to you, the order is complete. It stays complete even if the app you were verifying with then rejects the code, asks for a different kind of check, or later restricts the account you created.
An order placed for the wrong service or the wrong country is still a valid order. Check both before you confirm.
A delivered code that you did not use before it expired on the other company’s side is not an unfulfilled order.
Orders connected with fraud, abuse or another breach of the terms of service are not eligible.
Where the money goes
Order refunds are paid to your account balance, not to the wallet or payment method that funded the top-up, unless the law requires otherwise. The balance can be spent on any future order.
Unused balance
Money you have added but not spent remains yours. If you want it back, contact support from the email address on the account and tell us the amount.
Requests are checked by a person, mainly to make sure the funds are going back to their owner. An approved return is sent in cryptocurrency to a wallet address you confirm, less the network and processor fees charged for sending it. An amount too small to cover those fees cannot be sent.
Bonus credit and promotional credit are not money you paid in and cannot be withdrawn. Referral commission follows the rules of the referral programme.
If you think a charge is wrong
Write to support within 30 days of the order with the order ID and a short description. We compare it against the order and transaction records and correct anything that was recorded wrongly.
Please talk to us before raising a dispute with a payment provider. A dispute opened without contacting us may lead to the account being paused until it is settled.
Your legal rights
This policy adds to, and does not replace, any rights that consumer law in your country gives you and that cannot be waived.
Contact
For questions about this policy or a specific account or order, contact [email protected] or use the contact form. Include the relevant order or invoice ID. Do not send passwords, API keys or one-time sign-in codes.