Refund and Cancellation Policy
Last updated: November 2026
This policy explains when money is returned to your SMS Nuvora wallet and when a purchase is not refundable. It reflects how the service currently handles provider allocations and payments.
1. Wallet deposits
Deposits are credited to your wallet only after Paystack payment is verified. Pending or failed payments do not add money. Where a refund of a deposit is required by applicable law, contact support so the payment can be reviewed.
2. Failed provisioning — not charged
If SMS Nuvora cannot allocate a number from the provider, the purchase is reversed and your wallet is not charged. You are charged only when a number is successfully provisioned.
3. Cancelled provider allocations — refunded
If a provider allocation is cancelled without a usable number, the amount charged for that purchase is returned to your wallet. Refunds are recorded against the original purchase so the same purchase is never refunded twice.
4. Successful activations — not refundable
Once a number has been successfully provisioned, the purchase is complete. SMS delivery depends on the third-party service you are verifying and on the telephony provider, so a code not arriving is not by itself a reason for an automatic refund.
5. Expired activations — not refundable
If a number was delivered and remained usable for its activation window but expired before a message arrived, the provider has already delivered the service. These activations are not automatically refundable.
6. Releasing or cancelling a number
Releasing a number ends the activation. When the provider confirms the cancellation and the number never received a message, the amount charged for it is returned to your wallet and recorded against the original purchase. A number that already received a message has delivered its service and is not automatically refunded.
7. Duplicate charges
Purchases and deposits use references that prevent duplicate charges and duplicate credits. If you believe you were charged twice for the same purchase or deposit, contact support with the reference so it can be checked.
8. How to request a review
Sign in and open the Support center, choose the Billing or Number category, and include the number, the date and any reference shown in your transactions. Reviews are handled individually.
9. How refunds are processed
Approved refunds are credited to your SMS Nuvora wallet and linked to the original purchase. The time needed depends on verification with the provider. A refund is not confirmed until it appears in your transaction history.
10. Chargebacks
Please contact support before raising a chargeback so the payment can be checked. Chargebacks can suspend the related wallet funds while the payment is disputed.