Refund Policy (Bulk SMS & SMS API)

1) Scope

This Refund Policy applies to purchases of SMS credits, subscriptions, and usage of our SMS API (collectively, the “Services”).

2) General Rule

All purchases of SMS credits and subscription plans are final and non-refundable once payment is confirmed.

3) When Refunds May Be Considered

We may, at our discretion, approve a refund only in the following cases:

• Duplicate payment: You were charged more than once for the same order.
• Platform fault: A confirmed technical failure on our platform prevented message submission or routing, and delivery did not occur as a result (excludes carrier/network issues and user error).
• Sustained service unavailability: A platform-wide outage directly attributable to us lasted longer than 72 hours and prevented use of purchased credits.

4) Non-Refundable Situations

• Messages marked as “Delivered” by carrier/operator delivery reports.
• Messages blocked or undelivered due to DND (Do Not Disturb), carrier or spam filtering, handset being off/out of coverage, roaming, or inbox full.
• Incorrect or invalid destination numbers, sender ID restrictions, or content/policy violations.
• Misconfiguration or misuse of the API, including exceeding rate limits or authentication issues.
• Unused or partially used SMS credits and any expired credits.
• Taxes, currency conversion fees, chargeback fees, or third-party processing fees.

5) Requesting a Refund

To request a refund under Section 3, email us at [support@email] within 7 days of the transaction date and include:

• Account email/ID
• Payment reference and date
• Amount paid and currency
• Clear description and evidence (logs, screenshots, delivery reports) showing a qualifying issue

6) Processing Timeline

If your request is approved, refunds are issued to the original payment method within 7–14 business days. Processing times may vary by bank or payment provider.

7) Chargebacks & Disputes

Initiating a chargeback without first contacting us may lead to account suspension. We reserve the right to contest chargebacks and recover costs related to fraudulent or improper disputes.

8) Cancellations

You may cancel a subscription at any time; cancellation stops future billing but does not trigger a refund for the current billing period or unused credits.

9) Abuse, Fraud, or Policy Violations

Accounts involved in spam, unlawful content, or violations of our Terms/Acceptable Use may be limited or terminated without refund.

10) Contact

Questions? Contact us:
Email: support@950sms.com.ng
Phone: [support phone]