Refund Policy

1. Overview

At SMSVerifier, we believe in a zero-risk experience. Our refund policy is designed to ensure you only pay for successful verifications. If an SMS is not delivered, you get your money back — automatically, instantly, no questions asked.

Here's a quick summary of the three scenarios:

2. Automatic Refunds

Every order on SMSVerifier has a 20-minute timeout window. If the target service does not send an SMS to the assigned number within this time, the following happens automatically:

• The order status changes to "Timeout"
• The full order amount is instantly returned to your account balance
• You do not need to request the refund — it happens automatically
• The refunded balance can be used immediately for a new order

3. Manual Cancellation

You can cancel any active order before an SMS is received. This is useful when:

• You ordered the wrong service or country
• You no longer need the verification
• You want to try a different number
• The SMS is taking too long and you want to try again immediately

How to cancel:

• Web: Click the "Cancel" button next to your active order on the dashboard
• API: Send a cancel request using the order ID endpoint

Upon cancellation, the full order amount is instantly refunded to your account balance.

4. Customer Responsibility (Why SMS Sometimes Does Not Arrive)

Modern services (WhatsApp, Telegram, Google, Tinder, PayPal, Binance, and many others) run their own fraud-detection checks before deciding whether to send the verification SMS. The most common reasons a service silently refuses to send the SMS are:

• IP / phone-number country mismatch — The customer is browsing from one country (e.g., USA) but requesting a verification code on a number from a different country (e.g., Indonesia). Services interpret this as suspicious signup behavior and refuse to dispatch the SMS. The fix is on the customer's side: use a VPN or proxy from the same country as the phone number. See our recommended proxy providers.
• Browser fingerprint mismatch — Browser language, time zone, and OS settings do not match the country of the number. The target service applies the same suspicion logic.
• Reused IP across multiple unrelated accounts — The customer's IP is already flagged by the target service for past account-creation activity. New verifications from that IP are silently refused.
• Cached cookies / browser state from previous failed attempts — Carry-over signals from earlier attempts on the same browser profile trip the fraud check.
• Target service has rolled out a new fraud filter against a specific number range. This is a temporary condition that affects all virtual-number providers simultaneously.

In all of these cases, SMSVerifier delivered the number correctly and our pipeline is functioning normally. The SMS does not arrive because the target service chose not to send it. We will still issue an automatic refund for the failed order (see Section 2 below) because we honor our pay-only-on-success guarantee, but we cannot be held responsible for the underlying cause.

To dramatically increase your chances of receiving the SMS, follow the proxy and best-practices guide. Customers who set up matched-country proxies typically see success rates rise from ~20% to ~80%.

5. Non-Refundable Cases

Refunds are not available in the following situations:

• SMS successfully delivered — Once an SMS code is received and displayed on your screen, the order is complete. The number was used and the code was delivered as promised
• Wrong service selected — If you ordered a number for Service A but used it for Service B and the SMS arrived, the order cannot be refunded. Choose services carefully
• Code not used — If an SMS code was delivered but you chose not to use it (e.g., the code expired, you changed your mind), this is not grounds for a refund
• Repeated failures from customer-side IP mismatch — If a customer places multiple orders that fail due to the customer-responsibility factors described in Section 4 above (no matching proxy, no clean browser profile, etc.), each individual failed order is still auto-refunded, but we may pause or restrict the account if the pattern persists, since it indicates the customer has not addressed the underlying setup issue
• Account termination for abuse — If your account is terminated due to violation of our Terms of Service, any remaining balance may be forfeited

5. Deposit Refunds

Funds added to your SMSVerifier account are considered prepaid credits:

• Deposits are generally non-refundable and are converted to account credit
• Account credit does not expire and remains available indefinitely
• Credit can be used for any service on the platform

Exceptional circumstances for deposit refunds:

• Duplicate payment — If you were charged twice for the same deposit due to a payment processing error, we will refund the duplicate
• Unauthorized charge — If a deposit was made without your authorization, contact us immediately
• Service discontinuation — If we permanently shut down the platform, remaining balances will be refunded

To request a deposit refund for exceptional circumstances, please contact our support team with your account email and transaction details.

6. How Refunds Work

Here's the step-by-step process for order refunds:

7. Disputes & Chargebacks

If you believe a charge is incorrect or have a billing dispute:

• Contact us first — Please reach out to our support team before filing a dispute with your payment provider. We resolve most issues within 24 hours
• Provide transaction details — Include your account email, deposit date, amount, and payment method for faster resolution

8. Exceptions

We understand that sometimes unique situations arise. In rare cases, we may issue refunds outside the standard policy at our discretion. Examples include:

• Platform outage — If our system experienced downtime that affected your orders
• Technical errors — If a bug caused incorrect charges or order failures
• Bulk order issues — If you're an API user and experienced systematic failures due to a platform issue

These exceptions are evaluated on a case-by-case basis. Please contact support with relevant details.

9. Contact

If you have questions about our refund policy or need to request a refund:

• Email: support@smsverifier.com
• Contact Page: smsverifier.com/contact

We aim to respond to all refund-related inquiries within 24 hours.