Refund and Cancellation Policy
When credits are refunded, and how to ask.
1. How payment works
SMS and voice call packs are paid for in advance. Credits are added to your account once your payment is confirmed, and are used as messages and calls are sent. GST is added to every pack, and a GST invoice is available for every payment.
2. Trial account
A trial account lets you test the service before buying a pack. Once the trial credits have been issued they cannot be refunded. [Owner to confirm trial terms.]
3. Promotional SMS to DND numbers
Promotional SMS are not delivered to numbers on the Do Not Disturb register, and they are not charged. The credits for such messages are returned to your account automatically within 48 hours.
4. Messages and calls that were not delivered
Delivery depends on telecom networks and handsets, which we do not control. If you believe credits were wrongly used, write to us with the campaign date and time, and we will check the delivery report and tell you the outcome. Where we find the fault was ours, the credits are returned.
5. Cancelling before credits are issued
If you change your mind before your credits have been added to the account, tell us and we will refund the payment in full.
6. Unused credits
Once issued, credits are not refundable for cash. If we close the service or your account for reasons that are not your fault, unused credits are refunded.
7. Wrong or duplicate payments
If you paid twice, or paid an amount you did not intend, tell us within [period to be confirmed] and we will refund the extra amount to the account it came from.
8. How to ask for a refund
- Email sales@smspesms.com from the address on your account.
- Include your username, the payment details and what went wrong.
- We reply with a decision and, if a refund is due, how long it will take to reach you. [Processing time to be confirmed.]
9. Changes to this policy
We may update this policy from time to time. The date at the top shows the latest version. The version in force when you pay is the one that applies to that payment.
10. Contact
Write to sales@smspesms.com.
[Registered company name and address to be confirmed.]