This policy explains when TextNSMS refunds wallet balances and charges.
1. Wallet recharges
Wallet recharges are prepaid credit for messaging services and are generally not refundable once credited, except as set out below.
2. When we refund
- Duplicate payment: if you are charged twice for the same recharge, the extra amount is refunded to the original payment method.
- Failed recharge: if money is debited but not credited to your wallet, it is credited or refunded after the payment gateway confirms the status.
- Account closure: on request, unused wallet balance may be refunded after deducting payment gateway charges, applicable taxes and any amounts you owe. Promotional or bonus credit is not refundable.
- Messages rejected by us before submission (for example, failed template checks) are not charged, and any reserved amount is released back to your wallet.
3. Undelivered messages
Many routes charge on submission to the operator, not on delivery. Whether undelivered messages are credited back depends on the route and channel and is shown in your rate card. WhatsApp template messages are charged only when delivered, as Meta bills.
4. No refund cases
Messages already submitted to an operator or provider; accounts suspended for breach of our Terms or Acceptable Use Policy; and balances older than 12 months of account inactivity, where the law allows.
5. How to request
Raise a support ticket from your dashboard or email support@textnsms.com with your registered email, the transaction reference and the reason. We reply within 7 working days. Approved refunds reach the original payment method within 5 to 10 working days, depending on your bank.