EasySendSMS Refund policy

Last Updated: March 8, 2024  |  Effective Date: March 8, 2024

1. EasySendSMS Refund Policy — Overview

This Refund Policy ("Policy") explains the terms, conditions, and procedures under which refunds may be requested and granted for services purchased through EasySendSMS.com ("We", "Us", "Our", "Company"), a globally trusted bulk SMS platform and SMS gateway provider. Our platform enables businesses, developers, marketers, and organizations to send bulk SMS messages, marketing campaigns, transactional alerts, OTP verification codes, two-way messaging, and automated notifications to customers across 200+ countries worldwide.

At EasySendSMS, we are committed to delivering reliable messaging infrastructure, industry-leading delivery rates, transparent pricing, and professional customer support for businesses that depend on SMS communication. We understand that trust and transparency are essential when purchasing messaging credits or integrating our SMS API into your systems, and this Policy is designed to ensure fairness for all parties.

This Refund Policy should be read in conjunction with our Terms and Conditions, Privacy Policy, and Anti-Spam Policy, which together govern your use of our Services.

2. Our Commitment to Customer Satisfaction

EasySendSMS is built on a foundation of trust, reliability, and customer-first service. We stand behind the quality of our messaging platform and are dedicated to resolving any legitimate issues promptly and professionally. Our commitment includes:

• Transparent Pricing: All SMS credit pricing is clearly displayed on our website with no hidden fees, surcharges, or unexpected costs. The price you see is the price you pay.
• Pre-Purchase Testing: We encourage all customers to thoroughly test our SMS gateway, coverage, routes, and delivery performance before purchasing large volumes of credits. Our platform offers flexible testing capabilities, including small credit packages, so that clients can verify message delivery, network coverage, and route quality before scaling their campaigns.
• Responsive Support: Our dedicated billing and support teams are available to assist with any questions, concerns, or issues related to your purchases and account.
• Fair Evaluation: Every refund request is reviewed individually and evaluated on its merits, with a focus on fairness and transparency.

3. Money-Back Guarantee

EasySendSMS provides a 3-day money-back guarantee for new customers in situations where we fail to deliver the services exactly as committed on our website or official service documentation. This guarantee is subject to the following conditions:

• Eligibility Period: The 3-day guarantee period begins on the date of your first credit purchase. Refund requests under this guarantee must be submitted within 3 calendar days of the original purchase date.
• Qualifying Conditions: The guarantee applies only when EasySendSMS has demonstrably failed to provide the services as described on our website, such as a verified platform-wide outage, a critical API failure, or a significant discrepancy between advertised and actual service capabilities.
• Credit Usage: To qualify for a full refund under this guarantee, no more than 10% of the purchased credits may have been consumed. If more than 10% of credits have been used, a partial refund may be issued at our discretion, calculated based on the unused credit balance.
• Exclusions: The money-back guarantee does not apply to delivery issues caused by external factors (see Section 7), violations of our Anti-Spam Policy, or cryptocurrency payments (see Section 9).

Our goal is to ensure that every customer receives the level of service reliability and platform performance that they expect from a professional SMS provider. If you are not satisfied within the guarantee period, we want to make it right.

4. Eligibility for Refunds

Beyond the 3-day money-back guarantee, EasySendSMS may review and approve refund requests under the following circumstances:

4.1 Platform Technical Failures

Refunds may be granted when verified technical issues within the EasySendSMS platform prevent customers from accessing or using the SMS gateway services as intended. This includes:

• Prolonged platform outages or downtime that are attributable to our infrastructure
• Critical API failures that prevent message submission or delivery reporting
• Account access issues caused by system errors on our end
• Dashboard or portal malfunctions that prevent account management or credit usage

4.2 Billing and Charging Errors

Refunds will be issued when a customer has been incorrectly charged due to:

• Duplicate charges for the same transaction
• Charges exceeding the agreed-upon amount
• System malfunctions resulting in incorrect credit deductions
• Accounting or processing errors on our part

4.3 Service Discrepancy

Refunds may be considered when the service delivered significantly differs from what is clearly described on the EasySendSMS website or official service documentation, provided that the discrepancy is attributable to our platform and not to external factors beyond our control.

4.4 Undelivered Messages (Platform-Side Failures)

In cases where messages fail to be submitted to carrier networks due to errors within our platform (not due to carrier-side filtering, invalid numbers, or recipient-side issues), we may issue refunds in the form of account credits for the affected messages. Refund eligibility for undelivered messages is determined on a case-by-case basis following a thorough investigation by our technical team.

5. Non-Refundable Items and Situations

To maintain fairness and operational integrity, the following items and situations are not eligible for refunds:

• Consumed SMS Credits: Credits that have been used to send messages that were successfully submitted to carrier networks are non-refundable, regardless of the final delivery status reported by the carrier.
• Change of Mind: Refunds are not provided in situations where the customer has simply changed their mind, no longer requires the service, or has decided to use an alternative provider.
• Failure to Evaluate: Refunds will not be granted when the customer did not test or evaluate the service before making a large purchase, despite the availability of testing options on our platform.
• Misunderstanding of Service Scope: Refunds are not issued when the customer misunderstood the nature, scope, or limitations of our services, provided that accurate information was available on our website and documentation.
• Expired Credits: Credits that have expired due to account inactivity or exceeding the validity period (as specified in our Terms and Conditions) are non-refundable.
• Anti-Spam Policy Violations: Accounts suspended or terminated for violating our Anti-Spam Policy, Acceptable Use Policy, or Terms and Conditions are not eligible for refunds. Any remaining credits in such accounts are forfeited.
• Fraudulent Activity: Accounts involved in fraudulent, deceptive, or illegal activities are not eligible for refunds and may be subject to legal action.
• Third-Party Service Failures: Issues caused by third-party integrations, plugins, or software that are not developed or maintained by EasySendSMS.
• Promotional or Bonus Credits: Free credits, bonus credits, promotional credits, or credits received through referral programs are non-refundable and hold no cash value.

6. Refund Types

When a refund is approved, EasySendSMS may issue the refund in one of the following forms, depending on the nature of the request and the original payment method:

6.1 Full Refund

A full refund of the original purchase amount may be issued when the customer qualifies under the 3-day money-back guarantee (with less than 10% credit usage), or in cases of verified billing errors where the full charged amount was incorrect. Full refunds are processed to the original payment method.

6.2 Partial Refund

A partial refund may be issued when a portion of the purchased credits has been consumed. The refund amount is calculated based on the value of unused credits remaining in the account at the time of the refund request, minus any applicable processing fees. Partial refunds may be issued to the original payment method or as account credits, at our discretion.

6.3 Account Credit Refund

In certain situations, refunds may be issued as account credits rather than monetary refunds. Account credits are applied directly to your EasySendSMS balance and can be used for future messaging services. Account credit refunds are typically issued for:

• Undelivered messages caused by platform-side technical issues
• Service disruptions or downtime that affected your messaging campaigns
• Goodwill gestures for minor service issues that do not qualify for a monetary refund

7. SMS Delivery Factors and Disclaimer

EasySendSMS utilizes a global network of direct carrier connections and premium routing to maximize message deliverability. However, it is important to understand that SMS delivery is dependent on multiple external factors that are beyond our control. These factors include, but are not limited to:

• Mobile Network Operators (MNOs): Carrier-level content filtering, spam detection algorithms, and message blocking policies that vary by operator and country.
• International Telecom Carriers: Routing decisions, network congestion, and interconnection agreements between carriers in different countries.
• Regulatory Restrictions: Government-imposed message filtering, sender ID registration requirements, and content regulations that vary by destination country.
• Recipient-Side Factors: The recipient's mobile device being powered off, out of network coverage, in airplane mode, having a full message inbox, or using a number that has been deactivated or ported.
• Content-Based Filtering: Messages may be filtered or blocked by carriers based on content keywords, URL patterns, or sender reputation, particularly for marketing and promotional messages.
• DND (Do Not Disturb) Registries: In some countries, recipients may have registered their numbers on national DND lists, which prevent delivery of commercial messages.
• Number Portability: Recipients who have ported their numbers to a different carrier may experience delivery delays or failures during the porting transition period.

Because of these external factors, EasySendSMS cannot guarantee 100% delivery for every message sent through our platform. Delivery reports provided through our platform are based on information received from carriers and intermediary networks, and may not always reflect the actual delivery status to the recipient's handset. Refunds are generally not granted for delivery issues that originate outside the EasySendSMS platform infrastructure.

8. Refund Request Process

Customers who believe they qualify for a refund must follow the process outlined below. We have designed this process to be straightforward, fair, and efficient for all parties.

8.1 Step 1 — Submit Your Request

Submit a refund request to our billing department by emailing billing@easysendsms.com with the subject line "Refund Request — [Your Account ID]". Your request must include the following information:

• Your full name and EasySendSMS account email address
• Your account ID or username
• The transaction ID and date of the purchase in question
• The payment method used (credit card, PayPal, bank transfer, etc.)
• A detailed explanation of the issue and the reason for requesting a refund
• Any relevant supporting evidence, such as screenshots, error messages, message IDs, or campaign details

8.2 Step 2 — Investigation and Review

Upon receiving your refund request, our billing and technical teams will conduct a thorough investigation. This may include:

• Reviewing your account activity, transaction history, and credit usage
• Analyzing message delivery logs and carrier responses
• Verifying the reported technical issue with our engineering team
• Requesting additional information or clarification from you if needed

We aim to complete our investigation within 5 business days of receiving a complete refund request. Complex cases involving carrier-level investigations may require additional time, in which case we will keep you informed of the progress.

8.3 Step 3 — Decision and Notification

Once the investigation is completed, you will be notified of the refund decision via email. The notification will include:

• Whether the refund has been approved, partially approved, or denied
• The refund amount and type (monetary refund or account credit)
• The reason for the decision
• The estimated processing timeline for approved refunds
• Information on how to appeal the decision if you disagree (see Section 11)

8.4 Step 4 — Refund Processing

If a refund is approved, the payment will be processed as follows:

• Credit Card / Debit Card: Refunds are processed back to the original card within 5–10 business days. The exact timing depends on your card issuer and bank.
• PayPal: Refunds are processed to your PayPal account within 3–5 business days.
• Bank Transfer / Wire Transfer: Refunds are processed within 7–14 business days, depending on the banks involved and international transfer timelines.
• Account Credits: Account credit refunds are applied to your EasySendSMS balance immediately upon approval.

Please note that the refund amount will be issued in the same currency as the original transaction. Any currency conversion fees, bank charges, or intermediary fees incurred during the refund process are the responsibility of the customer and will be deducted from the refund amount where applicable.

9. Payment Method-Specific Refund Terms

Refund eligibility and processing may vary depending on the payment method used for the original purchase:

9.1 Credit Card and Debit Card Payments

Refunds for credit card and debit card payments are processed through our PCI-DSS compliant payment gateway and returned to the original card used for the transaction. Refunds typically appear on your statement within 5–10 business days, though this may vary depending on your card issuer. If the original card has expired or been cancelled, the refund will be routed to the replacement card by your bank.

9.2 PayPal Payments

Refunds for PayPal payments are processed directly to the PayPal account used for the original transaction. PayPal refunds are typically completed within 3–5 business days. PayPal's own fees and policies may apply to the refund transaction.

9.3 Bank Transfer / Wire Transfer Payments

Refunds for bank transfer or wire transfer payments are processed to the originating bank account. Due to the nature of international banking, these refunds may take 7–14 business days to complete. Any intermediary bank fees or wire transfer charges incurred during the refund process will be deducted from the refund amount.

9.4 Cryptocurrency Payments

Cryptocurrency payments are non-refundable. Due to the irreversible nature of blockchain transactions, payments made via Bitcoin, Ethereum, USDT, or any other cryptocurrency cannot be reversed, refunded, or disputed once confirmed on the network. Customers who pay with cryptocurrency acknowledge and accept this limitation at the time of purchase. In exceptional circumstances, EasySendSMS may, at its sole discretion, offer account credits as an alternative to a monetary refund for cryptocurrency transactions.

10. Refund Timeframes Summary

The following table summarizes the key timeframes associated with our refund process:

Please note that refund requests submitted after 30 days from the original transaction date will generally not be considered, except in cases of verified billing errors discovered after this period.

11. Dispute Resolution and Escalation

If you disagree with a refund decision, you have the right to escalate your case. Our escalation process is designed to ensure that every customer receives a fair and thorough review:

• Level 1 — Billing Team Review: Your initial refund request is reviewed by our billing team. If denied, you will receive a written explanation of the decision.
• Level 2 — Management Escalation: If you are not satisfied with the initial decision, you may request escalation to our management team by replying to the decision email with "Escalation Request" in the subject line. A senior team member will conduct an independent review of your case within 5 business days.
• Level 3 — Final Review: In rare cases where the dispute remains unresolved, a final review will be conducted by our executive team. The decision at this level is considered final and binding.

We are committed to resolving all disputes professionally and in good faith. Throughout the escalation process, we will maintain open communication and provide clear explanations for all decisions.

12. Chargebacks and Payment Disputes

We strongly encourage customers to contact our billing team at billing@easysendsms.com to resolve any payment concerns before initiating a chargeback or payment dispute with their bank or payment provider. Filing a chargeback without first attempting to resolve the issue directly with EasySendSMS may result in:

• Immediate suspension of your account pending investigation
• Forfeiture of any remaining credits in your account
• Restriction from creating new accounts or making future purchases
• Additional fees associated with chargeback processing and dispute resolution

EasySendSMS reserves the right to contest any chargeback that we believe to be unwarranted or fraudulent. We maintain detailed transaction records, delivery logs, and account activity data to support our position in chargeback disputes. Customers who file fraudulent chargebacks may be reported to fraud prevention databases and law enforcement authorities.

In most cases, working directly with our billing team leads to a faster and more favorable resolution than the chargeback process, which can take 30–90 days to complete through your bank.

13. Anti-Spam Policy Violations and Refunds

EasySendSMS maintains a strict zero-tolerance policy toward spam and unsolicited messaging. Accounts that are suspended or terminated due to violations of our Anti-Spam Policy are not eligible for refunds of any kind. This includes, but is not limited to:

• Sending unsolicited bulk messages or spam to recipients who have not provided prior express consent
• Using purchased, rented, harvested, or scraped contact lists
• Sending phishing, smishing, or fraudulent messages
• Distributing messages promoting illegal products, services, or activities
• Failing to include opt-out mechanisms in marketing messages
• Ignoring opt-out requests from recipients
• Using false, misleading, or unauthorized sender IDs
• Any other violation of our Anti-Spam Policy or Acceptable Use Policy

When an account is terminated for anti-spam violations, all remaining credits are permanently forfeited. EasySendSMS reserves the right to retain any funds associated with the account to cover potential fines, penalties, or damages resulting from the spam activity, and to cooperate fully with law enforcement and regulatory authorities in investigating the violation.

We take these measures to protect the integrity of our platform, maintain our sender reputation with global carriers, and safeguard the rights of message recipients worldwide. For full details on our anti-spam practices, consent requirements, and enforcement procedures, please refer to our Anti-Spam Policy.

14. Account Suspension and Credit Forfeiture

In certain circumstances, EasySendSMS may suspend or terminate your account, which may affect your eligibility for refunds and the status of your remaining credits:

• Temporary Suspension (Investigation): If your account is temporarily suspended for investigation purposes (e.g., suspected policy violation or security concern), your credits will be preserved during the suspension period. If the investigation concludes that no violation occurred, your account and credits will be fully restored.
• Permanent Termination (Policy Violation): If your account is permanently terminated due to a confirmed violation of our Terms and Conditions, Anti-Spam Policy, or Acceptable Use Policy, all remaining credits are forfeited and no refund will be issued.
• Voluntary Account Closure: If you voluntarily close your account, any remaining unused credits are non-refundable unless otherwise specified in a separate written agreement. We recommend using your remaining credits before closing your account.
• Account Inactivity: Accounts that remain inactive for an extended period (as defined in our Terms and Conditions) may have their credits expire. Expired credits due to inactivity are non-refundable.

15. Refunds for Enterprise and Custom Plans

Customers on enterprise plans, custom pricing agreements, or dedicated account arrangements may be subject to specific refund terms as outlined in their individual service agreement or contract. In such cases:

• The refund terms specified in the signed service agreement take precedence over this general Refund Policy.
• Refund requests should be directed to your assigned account manager or the billing team.
• Enterprise refund requests may involve additional review processes and approval levels.
• Custom SLA (Service Level Agreement) credits may apply in lieu of monetary refunds for service disruptions.

If you are an enterprise customer and have questions about your specific refund terms, please contact your account manager or email billing@easysendsms.com.

16. Refund Policy for Resellers and API Partners

Resellers, white-label partners, and API integration partners who purchase credits in bulk for redistribution to their own customers are subject to the following additional refund terms:

• Refund requests from resellers are evaluated based on the terms of the reseller agreement or partnership contract.
• Resellers are responsible for managing refund requests from their own end-users and customers.
• EasySendSMS is not obligated to process refunds directly to a reseller's end-users.
• Credits consumed by a reseller's end-users are considered used and are non-refundable to the reseller.
• Resellers who violate our Anti-Spam Policy or whose end-users engage in spam or abuse will have their accounts terminated with no refund, as outlined in Section 13.

17. Force Majeure

EasySendSMS shall not be liable for any service disruptions, delivery failures, or inability to process refunds caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, acts of war or terrorism, government actions or sanctions, power outages, telecommunications infrastructure failures, cyberattacks, carrier network outages, or any other force majeure events. In such circumstances, refund obligations may be suspended until normal operations are restored.

18. Changes to This Refund Policy

EasySendSMS reserves the right to modify, update, or replace this Refund Policy at any time at our sole discretion. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page
• Post a prominent notice on our Website or within your account dashboard
• Send an email notification to the address associated with your account for significant changes

Your continued use of our Services after the effective date of any changes constitutes your acceptance of the revised Refund Policy. Refund requests will be evaluated based on the version of this Policy that was in effect at the time of the original transaction, unless the updated Policy is more favorable to the customer. We encourage you to review this Policy periodically to stay informed of any updates.

19. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the jurisdiction in which EasySendSMS.com is incorporated, without regard to its conflict of law principles. Any disputes arising from or related to this Policy shall be resolved in accordance with the dispute resolution procedures outlined in our Terms and Conditions.