Refund Policy

Last updated: January 2025

This Refund Policy (Annex No. 1 to the Terms and Conditions) sets out the rules and procedures for refund operations on the SMSHubSpot platform. All refund requests are handled fairly and transparently.

1. Scope

This Annex is an integral part of the Terms and Conditions for the provision of intermediary and technical services by SMSHubSpot. Terms defined in the Terms and Conditions apply equally here.

2. Refund Operation Procedure

According to the Refund operation procedure, refunds to the Client are done in the following way:

  1. Submit a request: The Client files a request for a Refund Operation with the SMSHubSpot service using the support email: support@smshubspot.net.
  2. Review period: The SMSHubSpot service reviews the request within 5 business days.
  3. Service amendment offer: If the reason for the Refund Operation is a failure to provide the Service or its disability, SMSHubSpot will first offer options for amending the Service.
  4. Refund amount determination: The SMSHubSpot service determines the refund amount based on the balance of the Client's Electronic Virtual Account on the Personal page.
  5. Refund processing: SMSHubSpot processes the Refund Operation based on the method of refund specified in the Client's request. If it is not possible to refund via the selected method, SMSHubSpot will offer alternative ways to complete the Refund Operation.

3. SMS / Virtual Number Refunds

If a virtual number does not receive a verification code, your wallet balance is automatically refunded for that order. No manual request is needed. This ensures you are never charged for a failed delivery.

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4. Wallet Deposits

Wallet top-up deposits are non-refundable once confirmed on the blockchain (for crypto payments) or settled by the payment processor (for card payments), except in cases where a technical error resulted in the deposit not being credited to your account. In such cases, please contact support with evidence of the transaction.

5. Marketplace Purchases

Marketplace purchases are subject to the individual listing's terms. In cases of disputes involving fraudulent listings or undelivered items, please contact support within 48 hours of purchase. We will investigate and, where appropriate, issue a wallet credit.

6. Contact

For all refund requests and enquiries, please contact our support team at support@smshubspot.net. We aim to resolve all requests within 5 business days.