Refund policy

This document is a draft pending legal review.

BitSMS is prepaid: you buy credit, and each message is charged from your balance when we accept it. This policy explains when that charge is returned to your balance automatically, when it is not, and how to ask for a refund of a payment.

1. When credit is returned automatically

The cost of a message goes back to your balance automatically, with no need to contact us, when no route accepted it. That is when the message was:

• rejected by every route we tried;
• expired before any route accepted it (by default a message expires if it cannot be handed to a route within 1 hour); or
• failed before it was submitted to any provider.

The returned amount appears in your balance history next to the original charge.

2. When credit is not returned

Once a mobile operator (through one of our providers) has accepted a message, it is charged, even if it is not delivered in the end. Common reasons for non-delivery after acceptance are:

• the recipient's phone was switched off or out of coverage until the message expired;
• the number is invalid, inactive or no longer in use;
• the recipient has blocked promotional messages (Do Not Disturb) or the operator filtered the message.

Messages with an unknown result

Sometimes a provider does not confirm whether it accepted a message before our timeout. These messages are marked as unknown and are not refunded automatically, because the operator may have delivered them. If you believe you were charged for messages that were never sent, contact support with the message IDs and we will review them.

3. Refund of unused purchased credit

If you bought credit and have not used it, you can ask for a refund of that purchase within 30 days of the purchase date. We refund the unused amount to the original payment method, minus any fees charged by the payment gateway. Free trial credit and promotional credit cannot be refunded.

4. How to request a refund or review

• Email [email protected] from the email address on your account.
• Include your account email, the payment reference or date (for a payment refund), or the message IDs (for a message review).
• We will reply with our decision and, if a refund is approved, the expected date it reaches you.

Contact us

BitSMS is a product of BitCommerz. If you have a question about this document, write to us or visit us:

• Company: BitCommerz
• Address: 1/1 NS Road (2nd Floor), Block A, Banasree, Dhaka 1219, Bangladesh
• Email: [email protected]
• Phone: +880 1335-075410 (Sun – Thu, 9 AM – 6 PM)

Related

• Terms of service
• Privacy policy