Refund Policy

Last Updated: April 16, 2026

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Overview Eligibility Credit Refunds Refund Process Timeline Exceptions Contact

Refund Policy Overview

At Nexanumbers, we strive to provide the best possible service for virtual number and OTP verification needs. We understand that sometimes things don't work out as expected. This Refund Policy outlines the circumstances under which you may be eligible for a refund.

Our Promise: We offer a 7-day money-back guarantee on credit purchases. If you're not satisfied with your purchase, you can request a refund within 7 days.

Refund Eligibility

You may be eligible for a refund under the following conditions:

  • Unused Credits: Full refund for unused credits within 7 days of purchase
  • Partial Usage: Partial refund for partially used credits (used credits deducted)
  • Technical Issues: If our service fails to deliver OTP codes due to technical problems
  • Duplicate Payment: If you were charged multiple times for the same transaction
  • Unauthorized Transaction: If you did not authorize a payment

Note: Refunds are not available for credits that have expired or for services already rendered successfully.

Credit Refund Policy

$5 Package (5 Credits)

  • Full refund within 7 days if no credits used
  • $4 refund if 1 credit used ($1 deducted)
  • $3 refund if 2 credits used ($2 deducted)
  • No refund after 7 days or if more than 3 credits used

$6 Package (6 Credits)

  • Full refund within 7 days if no credits used
  • $5 refund if 1 credit used ($1 deducted)
  • $4 refund if 2 credits used ($2 deducted)
  • $3 refund if 3 credits used ($3 deducted)
  • No refund after 7 days or if more than 3 credits used

$10 Package (11 Credits)

  • Full refund within 7 days if no credits used
  • $9 refund if 1-2 credits used ($1-2 deducted)
  • $7 refund if 3-4 credits used ($3-4 deducted)
  • $5 refund if 5-6 credits used ($5-6 deducted)
  • No refund after 7 days or if more than 6 credits used

How to Request a Refund

1

Contact Support

Email us at refunds@nexanumbers.com with your account email and order details.

2

Provide Information

Include your transaction ID, date of purchase, and reason for refund request.

3

Wait for Review

Our team will review your request within 24-48 hours.

4

Receive Refund

If approved, refund will be processed to your original payment method.

Refund Processing Timeline

Stage Timeframe
Request Review24-48 hours
Approval NotificationWithin 48 hours
Refund Processing (Credit Card)5-10 business days
Refund Processing (M-Pesa/Airtel)1-3 business days
Refund Processing (PayPal)3-5 business days

Please note that the time it takes for the refund to appear in your account depends on your bank or payment provider.

Non-Refundable Items

The following items are non-refundable:

  • Credits that have expired (30-60 days after purchase)
  • OTP verifications that were successfully delivered
  • Number rental fees for numbers already assigned
  • Setup fees for numbers (if any)
  • Transactions older than 30 days
  • Refund requests submitted after the 7-day window
  • Accounts terminated due to violation of Terms of Service

Chargebacks

If you initiate a chargeback with your bank or payment provider without first requesting a refund through our official process:

  • Your account will be immediately suspended
  • All remaining credits will be forfeited
  • You may be liable for chargeback fees incurred by us
  • Your email address may be blocked from future registrations

We encourage you to contact our support team first to resolve any issues before initiating a chargeback.

How to Cancel a Subscription

To cancel your recurring subscription (if applicable):

  1. Log in to your Nexanumbers account
  2. Go to Dashboard → Settings → Subscription
  3. Click "Cancel Subscription"
  4. Confirm your cancellation

Cancellation takes effect at the end of your current billing cycle. You will not be charged again.

Need Help? Contact Us

If you have any questions about our refund policy or need assistance with a refund request, please contact our support team:

Email Support

refunds@nexanumbers.com

Response within 24 hours

Phone Support

+254 700 000 000

24/7 Support Available

This Refund Policy was last updated on April 16, 2026

Nexanumbers reserves the right to modify this policy at any time.