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Refund policy

Last updated: 24 August 2026

What is credited back, what is not, and how to reach us.

  1. 1. The principle in two sentences

    Credits (C) are not convertible back into money. Once your balance is topped up, it serves to buy numbers: we do not refund an unused balance in FCFA.

    A service we fail to deliver, on the other hand, is credited back to you. If you pay for an activation and no number is assigned to you, or no code reaches you, the credits return to your balance.

  2. 2. Activation with no code received

    An activation reserves a number for you to receive a single code. If the deadline passes with no code arriving, the order is closed and the credits debited are automatically credited back — you have nothing to ask for.

    The credit back appears in your history, on its own line, marked "Refund".

    If the credit does not appear in your balance, write to us: we check the order and put it right. A mistake on our side stays our responsibility, even when the credit is meant to be automatic.

  3. 3. Number never assigned

    If an order is left with no number assigned and ends in failure, it is credited back in full. This is true for an activation as for a rental.

  4. 4. Rental interrupted through our fault

    If a rented number stops working before the agreed end date for a reason that falls to us, the unused part of the rental is credited back to you, pro rata to the remaining days.

    A rental that reaches its normal end date is not refunded, whether it was used or not.

  5. 5. What is not credited back

    The following situations do not give rise to a credit back:

    • A code was indeed sent to you, but you did not use it in time.
    • You chose a service or a country that did not match your need.
    • The third-party service you were trying to verify refused the number for its own reasons.
    • Your account was closed for breaching the terms of use.
    • You are asking for a credit balance to be converted into money.

  6. 6. Payment debited with no credits received

    A Mobile Money payment can take a few minutes to be confirmed. If your balance has not moved beyond that delay, write to us.

    Give the number that paid, the amount and the approximate time: those three items are enough to find the transaction. If the payment was indeed collected, the credits are added to your account.

  7. 7. How to reach us

    Go through the form on the help page, choosing the matching subject. It is the fastest route, and it passes your account straight to us.

    Give the ID of the order concerned, visible on the number page. We answer every message.

  8. 8. What this policy does not replace

    These rules add to the rights the law grants you as a consumer; they do not restrict them. Where there is a contradiction, the law prevails.

    They complement the terms of use, which remain the reference document on the nature of credits.

  9. 9. Contact us

    For any question, write to us at support@virtunumber.app.