Refund Policy

1. General Policy — Digital Goods

Virtual phone numbers are digital goods delivered instantly. Once a number has been successfully assigned to your account and appears in your dashboard, the order is considered fulfilled and the sale is final. This is consistent with standard digital goods policies under EU Directive 2011/83/EU and equivalent legislation in other jurisdictions, which provides that the right of withdrawal does not apply to digital content that has been fully performed.

2. Wallet Balance

Cryptocurrency funds deposited into your VRNUM wallet are converted to store credit denominated in USD. This wallet balance:

• Can be used to purchase any virtual number in our catalog.
• Does not expire while your account remains active.
• Cannot be withdrawn, transferred to another account, or converted back to cryptocurrency.
• Is not subject to exchange rate adjustments after deposit — the USD amount credited at the time of deposit is the amount available for spending.

3. Eligible Cases for Wallet Credit

We will investigate and issue a wallet credit in the following circumstances:

• Defective number — no SMS delivery at all: You purchased a number, it appeared in your dashboard, but no SMS was received from any sender within 24 hours despite a legitimate attempt. This must be reported within 24 hours of purchase with evidence of the SMS being sent by the third-party service.
• Payment deducted but number not assigned: Your cryptocurrency payment was confirmed on-chain and balance was deducted from your wallet, but no virtual number appeared in your dashboard. This is rare and is typically resolved automatically within minutes — contact support if it persists beyond 30 minutes.
• Duplicate charge: You were charged twice for the same order due to a technical error on our payment processing system.
• Wrong number provisioned: You purchased a number from Country A, but a number from a different country was assigned to your account.

Wallet credits issued for the above cases are for the purchase amount only. Blockchain network fees paid to the cryptocurrency network are non-refundable as they are collected by the blockchain itself, not by VRNUM.

4. Non-Eligible Cases

The following situations are not eligible for wallet credit or refund:

• You successfully received at least one SMS on the number.
• The third-party service (e.g. WhatsApp, Telegram, Google) blocked the number — this is a decision made by that platform's own systems, outside our control.
• You changed your mind after the number was assigned.
• You forgot to disable auto-renewal before your subscription renewed.
• The number expired because your wallet balance was insufficient for auto-renewal.
• The SMS arrived but later than expected due to network delays on the sender's side.
• You entered the wrong number into the service you were verifying.
• Your account was suspended due to a Terms of Service violation.

5. How to Request a Wallet Credit

If you believe your situation falls under the eligible cases listed above, follow these steps:

1. Email [email protected] within 24 hours of the purchase.
2. Use the subject line: Refund Request — [Your Account Email].
3. Include: your account email address, the order ID (found in your dashboard under order history), the virtual number that was assigned, a description of the issue, and any screenshots or evidence that the SMS was sent by the third-party service.

Requests submitted after 24 hours will still be reviewed on a case-by-case basis, but we cannot guarantee resolution after this window.

6. Processing Time

We aim to respond to all refund requests within 24 hours. If approved, wallet credits are applied to your account within 48 hours of our investigation concluding. You will receive an email confirmation when the credit has been applied.

7. Auto-Renewal Disputes

Auto-renewal is an opt-in feature that you control from your dashboard. If auto-renewal is enabled and your wallet has sufficient balance, the renewal will process automatically 3 days before expiry. We send an email notification 5 days before renewal is due. If you did not intend to renew, you must disable auto-renewal before the renewal is processed. We do not issue credits for auto-renewals that processed successfully, as the service (continued number access) was provided.

8. Exceptional Circumstances

We understand that edge cases exist. If your situation doesn't fit neatly into the categories above but you believe you have been treated unfairly, please still contact support. We will review each case individually and make a reasonable judgement. Our goal is to ensure every customer has a working service.

9. Contact

For all refund enquiries: [email protected]. Please include your order ID and account email in your first message to avoid delays.