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Refund Policy

Last updated: 2026-08-30

Our core promise: if a number you rent does not deliver, you are not charged for it. This policy sets out exactly how that works. It is part of our Terms of Service.

1. The automatic refund

Every rented number has a delivery window of 20 minutes from the moment it is issued. If no SMS arrives on the number within that window, the full charge for that number is refunded to your balance automatically. You do not need to open a ticket or take any action — the refund is issued by the system itself.

2. What counts as a failed delivery

A number is treated as a failed delivery when the delivery window ends with no SMS received. Once any SMS has arrived on the number, the number is considered delivered and the charge is final, even if that SMS was not the code you wanted.

3. Cancelled numbers

If you cancel a number yourself (from the dashboard or via the API) before any SMS arrives, the charge is refunded to your balance. A number that has already delivered a code cannot be cancelled for a refund.

4. Refunds go to balance

Refunds are credited to your SMS-GO balance, not to your original payment method. Refunded balance is immediately reusable on the Service. Because deposits are prepaid and non-withdrawable, refunds likewise cannot be withdrawn to an external wallet or card.

5. What is non-refundable

  • A number that received at least one SMS, even if it was not the code you needed.
  • A rental that has already expired.
  • Charges for numbers used in violation of the Terms of Service.
  • Unused balance, except as described in the Terms of Service (termination by us without cause).

6. Things outside our control

We refund for non-delivery, but we cannot guarantee that a specific platform will accept a number, that an account will be created successfully, or that an account will remain in good standing after creation. Those depend on the platform, not on number delivery. A number that delivered its code is considered to have fulfilled its part even if the platform later flags the account.

7. Disputes

If you believe a refund was not issued when it should have been, contact us with the number and the approximate time, and we will review the record. Refund decisions based on the delivery record are final.

8. Contact

Refund questions? Reach us at support@sms-go.pro or @sms_go_support.