Refund policy
Failed messages
When a network reports a message as failed, its full price returns to your credit automatically. The refund appears on your ledger as its own line with the campaign code.
Canceled scheduled campaigns
A scheduled campaign canceled before its start time is refunded in full, in one ledger line.
Numbers left out
Duplicates, invalid numbers, uncovered destinations and numbers on your do-not-send list are removed before the total is calculated, so they are never charged.
Delivered and sent messages
Messages accepted by the network and delivered, or still waiting for a report, are charged at the price shown when you confirmed.
Where refunds go
Refunds are returned as credit, ready for your next campaign to any destination. Credit is used for sending and is not paid out to a wallet or bank account.
Questions about a charge
Open a support ticket with the campaign or top-up code and we will go through the ledger with you.