Refund Policy
Our refund policy explains when and how you can request a refund for SMSYou services.
Overview
At SMSYou, we strive to provide high-quality SMS messaging services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.
Please read this policy carefully before making a purchase. By purchasing our services, you acknowledge and agree to this Refund Policy.
General Refund Policy
All SMS credit purchases are generally non-refundable once the order is completed and credits are added to your account.
This is because SMS credits are digital goods that are immediately available for use upon purchase. However, we understand that exceptional circumstances may arise, and we evaluate refund requests on a case-by-case basis.
Eligible for Refund
You may be eligible for a full or partial refund in the following situations:
1. Payment Method as Deterrent to "refund issues"
As a business Policy, we will only accept Payments from pre-approved Clients concerning both Outside-Zambia and local Zambian Clients. After requirement analysis, we ask clients to make payments if we are sure of Delivery of the Promise. Moreover, we only accept one-time payment per Order made via Debit Card only. As a Policy, we never hold or store card details for recurring charges.
2. Service Unavailability
If our service experiences extended downtime (more than 24 hours) that prevents you from using purchased credits, you may request a refund for the affected period.
3. Unused Credits - Account Closure
If you request account closure within 7 days of purchase and have not used any of the purchased credits, you may be eligible for a refund minus a 10% processing fee.
4. Systematic Delivery Failures
If there is a proven systematic issue on our end that prevents message delivery to valid phone numbers, we will refund credits for failed messages or provide replacement credits.
5. Unauthorized Charges
If you can demonstrate that a charge was made without your authorization, we will investigate and issue a full refund if the claim is verified.
Not Eligible for Refund
Refunds will NOT be issued in the following situations:
1. Change of Mind
Once credits are purchased and added to your account, refunds for change of mind are not provided.
2. Unused Credits
Credits that have been successfully used for SMS and other types of Services, are not Refundable. Only non-successful SMS and other types of services due to Operators or Third-party failures, will be refunded.
3. Invalid Phone Numbers
Messages sent to invalid, inactive, or incorrect phone numbers are not eligible for refunds. It is your responsibility to verify recipient numbers.
4. Carrier Restrictions
Messages blocked by mobile carriers due to content, spam filters, or recipient opt-out are not refundable.
5. Policy Violations
If your account is suspended or terminated due to violation of our Terms of Service or Acceptable Use Policy, no refunds will be issued.
6. Expired Credits
While our credits do not expire under normal circumstances, if promotional credits with expiration dates expire unused, they are not refundable.
Partial Refunds
In certain circumstances, we may issue partial refunds:
- Partially Used Credits: If you have used some but not all of your purchased credits and qualify for a refund under our policy, we will refund only the unused portion.
- Service Issues: If service degradation affects only a portion of your messages, we may issue a partial refund or credit adjustment proportional to the impact.
- Early Cancellation: Accounts closed within 7 days with minimal usage may receive a partial refund minus processing fees and used credits.
How to Request a Refund
To request a refund, please follow these steps:
Contact Support
Email us at contact@smsyou.co with the subject line "Refund Request"
Provide Details
Include your order number, transaction ID, reason for refund request, and any supporting documentation
Review Period
We will review your request within 3-5 business days and respond with our decision
Refund Processing
If approved, refunds are processed within 7-10 business days to your original payment method
Important: Refund requests must be submitted within 30 days of the original purchase date. Requests submitted after this period may not be considered.
Refund Processing Timeline
Once a refund is approved:
- Credit/Debit Cards: 5-10 business days (depending on your bank)
- Mobile Money: 3-5 business days
- Bank Transfers: 7-14 business days
Please note that the refund timeline depends on your payment provider and may vary. We will provide you with a refund confirmation once the refund has been initiated from our end.
Alternative to Refunds
In some cases, we may offer alternatives to refunds:
- Account Credit: Additional credits added to your account instead of a monetary refund
- Service Extension: Extended access or additional features
- Credit Transfer: Transfer unused credits to another account (with verification)
These alternatives may be offered at our discretion and with your agreement.
Chargebacks and Disputes
If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us:
- Your account will be immediately suspended pending investigation
- We will provide evidence of service delivery to your payment provider
- If the chargeback is found to be unjustified, your account may be permanently terminated
- You may be liable for chargeback fees and legal costs
We strongly encourage you to contact us directly before initiating a chargeback. Most issues can be resolved quickly through our support team.
Questions About Refunds?
If you have questions about our Refund Policy or need assistance with a refund request, please contact us:
SMSYou Support
Email: contact@smsyou.co
Subject Line: "Refund Request" or "Refund Policy Question"
Our support team typically responds within 24 hours during business days.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date.
Your continued use of our services after changes to this policy constitutes acceptance of the updated terms.
Our Commitment to Fair Treatment
While our general policy is that SMS credits are non-refundable, we understand that exceptional circumstances occur. We evaluate each refund request individually and strive to treat all customers fairly. If you believe you have a valid reason for a refund, please don't hesitate to contact us.