Refund Policy

Fair and transparent refund terms

Last Updated: January 18, 2025

Our Commitment: We offer automatic refunds for failed verifications and manual refunds for cancellations. Your satisfaction is our priority.

1. Automatic Refunds

You automatically receive a full refund if:

1.1 SMS Not Received

No SMS arrives within the service timeout period (varies by service)
Typical timeout: 10-30 minutes depending on service
Refund is instant and credited to your wallet
No action required from you

1.2 Technical Failures

Phone number is invalid or blocked
Service provider error
System malfunction on our end
API timeout or connection issues

1.3 Refund Timeline

Instant: Automatic refunds are credited to your wallet immediately when failure is detected.

2. Manual Refunds (Cancellations)

2.1 How to Cancel

You can cancel a verification and receive a refund if:

SMS has not been received yet
Verification status is "pending"
You cancel before timeout period expires

2.2 Cancellation Process

Go to your verification history
Click "Cancel" on the pending verification
Confirm cancellation
Refund is instant (credited to wallet)

2.3 Refund Amount

100% refund if canceled before SMS is received.

3. Non-Refundable Scenarios

Important: The following situations are NOT eligible for refunds:

3.1 Completed Verifications

SMS was successfully received
Verification status is "completed"
You used the verification code

3.2 User Error

Wrong service selected (your mistake)
Incorrect service name entered
Changed your mind after SMS received

3.3 Third-Party Issues

Service (WhatsApp, Telegram, etc.) blocks the number
Service is down or unavailable
Service changed their verification system
Geographic restrictions by the service

3.4 Wallet Funding

Payment processor fees (Paystack charges)
Currency conversion fees
Wallet deposits cannot be withdrawn as cash
Credits can only be used for services

4. Number Rental Refunds

4.1 Early Release

If you release a rented number before expiration:

Refund: 50% of unused time
Minimum: 1 hour must be used
Calculation: (Unused hours / Total hours) × 50% × Cost

4.2 Example

Scenario: You rent a number for 7 days (N5) but release after 2 days.
Used: 2 days (48 hours)
Unused: 5 days (120 hours)
Refund: (120/168) × 50% × N5 = N1.79

4.3 No Refund for Rentals

Expired rentals (full duration used)
Rentals with less than 1 hour remaining
Rentals that received SMS (service was used)

5. Subscription Refunds

5.1 Developer & Enterprise Tiers

Pricing tiers are based on total funded amount, not subscriptions. No refunds for tier upgrades.

5.2 Unused Credits

Credits remain in your wallet indefinitely
No expiration date
Can be used anytime
Cannot be withdrawn as cash

6. Refund Methods

6.1 Wallet Credit (Default)

All refunds are credited to your Vrenum wallet as credits (N). You can use these credits for future verifications.

6.2 Cash Refunds

Not available. Due to payment processor fees and instant service delivery, we do not offer cash refunds. All refunds are wallet credits only.

6.3 Exceptions

Cash refunds may be considered in exceptional circumstances:

Service permanently discontinued
Account banned due to our error
Legal requirement

Contact [email protected] for exceptional cases.

7. Dispute Resolution

7.1 Refund Disputes

If you believe you're entitled to a refund that was denied:

Email [email protected] with details
Include verification ID and screenshots
We will review within 24-48 hours
Decision is final

7.2 Chargeback Policy

Important: Initiating a chargeback without contacting us first may result in:

Immediate account suspension
Forfeiture of all credits
Ban from future use

Always contact support first. We're here to help resolve issues fairly.

8. Fraud Prevention

8.1 Abuse of Refunds

Excessive refund requests or patterns of abuse may result in:

Account review
Refund restrictions
Account suspension
Permanent ban

8.2 What Constitutes Abuse

Requesting refunds for completed verifications
Canceling after receiving SMS
Creating multiple accounts for refunds
False claims of non-delivery

9. Special Circumstances

9.1 Service Outages

If our service is down for extended periods (4+ hours), we may offer:

Bonus credits as compensation
Extended rental periods
Refunds for affected verifications

9.2 Account Closure

If you close your account:

Remaining credits are forfeited
No cash refund for unused balance
Pending verifications are canceled with refund
Active rentals are released with 50% refund

10. Contact Us

For refund-related questions or disputes:

Email: [email protected]
Subject Line: "Refund Request - [Verification ID]"
Response Time: Within 24-48 hours

11. Policy Changes

We may update this refund policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our service after changes constitutes acceptance.