Refund & Cancellation Policy

1. OTP / verification numbers — charged only on delivery

• When you order an OTP number, its price is held against your balance — not charged.
• You are charged only when a verification code is actually delivered to you.
• If no code arrives within the 20-minute activation window, or the order is cancelled or expires unfilled, the hold is released back to your balance automatically and you pay nothing.
• Cancellation: an activation can be cancelled, releasing the hold. To match upstream provider rules, cancellation is only permitted after a short initial period (about 2 minutes) once a number has been issued; an order still waiting for a number can be cancelled immediately at no cost.
• If a number does not work, you can request a replacement or cancel for a release of the hold — you are never charged for a code you did not receive.

2. Email OTPs — charged only on delivery

• Email OTPs use the same model as OTP numbers: the price is held when you order an address and charged only when the verification code is delivered.
• If no code arrives within the activation window, or the order is cancelled, the hold is released automatically and you pay nothing.
• A waiting email order can be cancelled at any time for a release of the hold.

3. Number rentals — upfront, with a cancellation window

• Rentals are paid upfront for the selected period.
• A rental can be cancelled for a refund of the upfront charge only within a short window after it starts (between roughly 2 and 20 minutes from the start), mirroring upstream provider policy. The refund is credited back to your wallet balance.
• After that window, the rental can be ended but is not refundable, as the dedicated number has been reserved for your period.

4. eSIM data plans — charged when the order is accepted

• eSIM plans are paid upfront. The charge is finalised once the provider accepts your order, and is final once accepted, even if delivery of the QR profile is briefly delayed.
• You are only not charged (the hold is released) if the order cannot be placed with the provider at all.
• If a QR profile does not appear immediately, it is delivered automatically once provisioning completes. In the rare case it never arrives, contact support and we will make it right.
• Because an eSIM is a provisioned digital good, an accepted or issued plan is non-refundable.

5. Form of refunds

Refunds and releases are credited to your in-bot wallet balance as spend-only credit. Because top-ups are made with cryptocurrency and on-chain transactions are final and non-reversible, we do not refund to the originating blockchain wallet.

6. Things outside a refund

• A third-party platform detecting, blocking, or banning a virtual number after a code was successfully delivered is not grounds for a refund of that delivered code.
• Entering the wrong service, country, or destination after a code/eSIM was correctly delivered.
• Losses from sending the wrong crypto asset, amount, or network during top-up (see Terms).

7. How to request help

Most releases and refunds are automatic. If something looks wrong, contact us within a reasonable time with your order details: [email protected] or Telegram @TheNumberHubBot. We aim to respond promptly.

This policy forms part of, and should be read with, our Terms of Service.