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Our refund policy explains when and how you can request a refund for SMSYou services.
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.
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.
You may be eligible for a full or partial refund in the following situations:
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.
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.
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.
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.
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.
Refunds will NOT be issued in the following situations:
Once credits are purchased and added to your account, refunds for change of mind are not provided.
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.
Messages sent to invalid, inactive, or incorrect phone numbers are not eligible for refunds. It is your responsibility to verify recipient numbers.
Messages blocked by mobile carriers due to content, spam filters, or recipient opt-out are not refundable.
If your account is suspended or terminated due to violation of our Terms of Service or Acceptable Use Policy, no refunds will be issued.
While our credits do not expire under normal circumstances, if promotional credits with expiration dates expire unused, they are not refundable.
In certain circumstances, we may issue partial refunds:
To request a refund, please follow these steps:
Email us at contact@smsyou.co with the subject line "Refund Request"
Include your order number, transaction ID, reason for refund request, and any supporting documentation
We will review your request within 3-5 business days and respond with our decision
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.
Once a refund is approved:
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.
In some cases, we may offer alternatives to refunds:
These alternatives may be offered at our discretion and with your agreement.
If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us:
We strongly encourage you to contact us directly before initiating a chargeback. Most issues can be resolved quickly through our support team.
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.
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.
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.