Refund policy

Refunds cost us less than disputes do, so this policy is written to be easy to use rather than easy to hide behind.

When you get a full refund

• The line never provisioned, or provisioned as a number that does not work.
• The line failed to receive a verification code from a service we list as supported, and you tell us within 24 hours of activation.
• We sold you a line for a service we should have flagged as unsupported.
• An incident on our side prevented the line working for a material part of the term.

When you get a pro-rata refund

• An upstream carrier withdraws a range mid-term and we cannot supply an equivalent replacement.
• You cancel a term of six months or longer within the first 14 days, having used the line normally.

When you do not get a refund

• The service you bought for is listed as unsupported on our verification directory. That list exists so this does not happen.
• You used the line in breach of the acceptable use policy.
• You asked more than 24 hours after activation for a verification failure. Delivery problems are visible immediately; a week later we cannot distinguish them from a change of mind.
• A third party banned your account for reasons unrelated to the line working.

How refunds are paid

To the asset and address you paid from, at the exchange rate of the original invoice. We carry the exchange-rate risk between payment and refund; you receive the value you paid, not the value the asset happens to have on the day.

Mail [email protected] with your order reference. Median resolution is under 4 hours.

Statutory rights

If you are a consumer in the EU or UK you may have a statutory right of withdrawal that is broader than this policy. Nothing here reduces it. Note that where you ask us to provision immediately, that right may be limited once the service has been fully performed.