Refund Policy
This policy explains when OTP activation and rental orders qualify for credits, when refunds are excluded, and how the review workflow operates.
Updated: April 15, 2026
OTP activation refunds
- A one-time activation may qualify for refund or balance credit when no usable SMS arrives within the eligible waiting window defined in the product flow.
- The decision is tied to the original order and verified against server-side order state, message delivery records, and any user-provided evidence.
- If a code was delivered, the target platform accepted the number, or the order was consumed successfully, a refund is generally not available.
Rental related refunds
- Rental orders may be reviewed for refund before service starts or where there is a verified platform-side failure that materially prevents delivery.
- Once a rental has been used successfully or has entered active service time, partial credit or extension may be offered instead of full refund depending on the case.
- Dedicated supply, reserved inventory, or custom commercial arrangements may follow separate written refund terms.
Cases that are excluded
- Refunds may be denied for prohibited use, fraud review triggers, risk-control restrictions, incorrect destination selection, or unsupported target platforms.
- Requests without sufficient order details, evidence, or timely reporting may be rejected when the platform cannot verify the underlying issue.
- Manual abuse controls, sanctions checks, KYC failures, and payment reversals may override standard refund handling.
Review process
- Activation cancellation returns the activation charge to platform balance; it is not a return of a previous top-up to its payment method.
- Submit activation evidence from the correct account with the order ID, timestamp, and target-platform error screenshot when available. Evidence supports review but does not authorize a refund by itself.
- For a top-up return, contact support from the account that paid within 7 days of payment and provide the top-up ID plus the payment transaction ID or blockchain hash as text.
- Support verifies server-side order and payment state before making a decision. Complex evidence or external-return cases can take longer than an eligible in-product activation cancellation.
Where funds are returned
- Eligible activation and rental refunds return the corresponding order charge to platform balance.
- A top-up marked refunded records reversal of its credited platform balance; it does not by itself prove that money was sent externally.
- An external return is a separate operation and is available only when support verifies the original payment and confirms that its payment route supports a return.
- For cryptocurrency, the original transaction route is verified; funds are never sent to an address copied from a screenshot or message.
Non-Refundable Fees
- All eligible external returns are net of non-recoverable third-party processing fees where permitted.
- These may include card processing fees, bank service charges, currency conversion fees, and blockchain network or gas fees.
- These costs are incurred at the time of the original transaction and are not recoverable by the platform.
For refund reviews, contact support@dogesms.com with the order reference, payment context, and any delivery evidence so the case can be verified quickly.