1. Summary
- Purchases are paid from your prepaid VerifyUniverse wallet, and refunds go back to that wallet.
- If a one-time verification order receives no SMS before its timer ends, it is cancelled and refunded to your wallet automatically.
- If a rented number doesn’t work, report it within 48 hours of purchase. We’ll replace it first, and refund it to your wallet if a working replacement isn’t available.
- A number counts as used once it has received a verification code. Used numbers are not refundable.
- Wallet top-ups are generally not refundable back to cryptocurrency, except where the law requires it or at our discretion.
This policy is part of our Terms of Service. If they conflict on a refund question, this policy applies.
2. How payments work
VerifyUniverse uses a prepaid wallet. You add funds to your wallet, and numbers and verification orders are paid from that balance. When you place an order, the price is reserved from your wallet and only charged once the order is delivered. Every top-up, charge and refund appears in the wallet history in your dashboard.
Unless this policy says otherwise, approved refunds are credited to your wallet balance, where you can use them for another number or verification.
3. One-time verification orders
A verification order gives you a number to receive a code for a specific service within a limited window, shown on the order (typically 10–20 minutes).
- No SMS received: if no message arrives before the window ends, the order is cancelled and the reserved amount is returned to your wallet automatically. You don’t need to contact us.
- Cancelling early: you may cancel an unused order from your dashboard once cancellation becomes available. A short lock may apply right after purchase. Cancelled unused orders are refunded to your wallet.
- Code received: once a code arrives, the order is complete and is charged.
4. Number rentals
Rentals give you a dedicated number for a fixed term (for example one week, one month, six months or twelve months).
- Report problems within 48 hours. If a rented number cannot receive messages, report it through Support within 48 hours of purchase.
- Replacement first. We will investigate and, where the number is faulty on our side or our supplier’s side, offer a replacement number for the remaining term. We may attempt up to two replacements.
- Then a wallet refund. If we cannot provide a working replacement, we will refund the purchase price to your wallet.
- After 48 hours, rentals are non-refundable, except where we fail to deliver the core service after a good-faith attempt to fix it, or where the law requires a refund. We may offer a pro-rated wallet credit at our discretion.
- Early release. Releasing a number before its term ends does not entitle you to a refund for the unused time.
- Expiry. Numbers that expire because a renewal wasn’t paid in time may be reassigned and are not refundable.
5. When a number counts as used
A number counts as used as soon as it receives a verification code or other SMS. From that point the service has been delivered, and the order is not eligible for a refund or replacement, even if the code did not work for you or the third-party platform later rejected the number.
6. What is not refundable
- Orders that received a code or message (used numbers).
- A third-party platform refusing to accept, blocking or later disabling a number. Each platform sets its own rules, and acceptance is never guaranteed.
- Codes that arrived but expired, were entered incorrectly, or were requested for the wrong service or country.
- Unused time on a rental you released early, or numbers lost after expiry.
- Rental problems reported more than 48 hours after purchase, except as described in section 4.
7. Wallet top-ups
Funds added to your wallet are used for purchases on VerifyUniverse. Because cryptocurrency payments cannot be reversed and exchange rates move, wallet top-ups are not refundable back to cryptocurrency or another payment method, except where required by law or where we decide, at our discretion, to make an exception (for example a duplicate payment or a top-up credited in error). Any approved payout is made in a currency and network we choose, net of network fees, to an address you control, and may require identity checks.
If a payment is underpaid, overpaid or sent on the wrong network, contact Support with the transaction ID and we’ll try to resolve it. We can’t guarantee recovery of funds sent to the wrong address or network.
8. Policy violations
No refunds or credits are given for orders, rentals or wallet balances connected to a breach of our Terms of Service or Acceptable Use Policy, including fraud, spam or abuse. We may cancel such orders, suspend the account and hold or forfeit remaining balances where the law allows. Chargebacks or payment disputes opened while a refund request is pending may lead to account suspension.
9. How to request a refund
- Sign in and open Support in your dashboard.
- Create a ticket with the topic Refund request or A number / SMS, and include the number, the order reference and what went wrong. For payment issues, include the transaction ID.
- We aim to reply within one business day. Approved refunds are credited to your wallet and appear in your wallet history.
If you can’t sign in, email info@verifyuniverse.com from the address on your account.
10. Your legal rights
Nothing in this policy limits rights you have under consumer protection laws that cannot be waived. Where those laws give you a right to a refund, we will honour it.
11. Changes
We may update this policy by posting a revised version on this page with a new “Last updated” date. Changes apply to orders placed after the update.
12. Contact
VerifyUniverse
1386 Maley Hollow Rd, Dayton, Tennessee 37321, United States
Email: info@verifyuniverse.com
Phone: +1 (216) 202-9569