LEGAL

Refund Policy.

Last updated: 19 September 2026

We want you to feel confident using Inboxtel. Because virtual numbers are digital goods with limited lifetimes, refunds work a little differently than physical products. This policy explains exactly when you're eligible.

Short version: If you pay for a number and no code arrives within the 15-minute window, we refund it automatically. If a code arrives but you don't use it in time, we don't. Wallet top-ups are only refundable in limited cases.

1. Automatic Refunds — When a Code Never Arrives

This is the most common case, and it's simple:

  • You purchase a virtual number
  • You wait the full 15-minute session
  • No SMS code is delivered

The full purchase amount is automatically refunded to your wallet within a few minutes of the session expiring. No need to contact us. No forms to fill out.

Refunds go to your Inboxtel wallet, not to your original payment method. You can use the balance to buy another number or, in some cases, withdraw it.

2. When We Do NOT Refund

We do not issue refunds in the following situations:

  • The code arrived but you used it on the wrong account or platform — the service was delivered
  • You missed the 15-minute window — the session is time-limited by design
  • The platform rejected the number — we can't control third-party policies
  • You bought a number for a service we don't support — check our availability first
  • You violated our Acceptable Use Policy — no refunds on terminated accounts
  • You changed your mind — digital goods aren't refundable for preference

3. Partial Refunds

In rare cases, we may issue a partial refund at our discretion — for example, if a number becomes unavailable mid-session due to an upstream provider issue. These are handled case-by-case.

4. Wallet Top-Ups

When you add funds to your wallet:

  • Top-ups are processed by Korapay or Flutterwave
  • They are non-refundable by default once the funds are in your wallet
  • Unused wallet balance is refundable only if you close your account and request a withdrawal
  • Withdrawal requests are processed within 7–14 business days via the same payment method you used to top up

Withdrawals are subject to a minimum threshold of ₦7,500.00 and may incur processing fees charged by the payment processor.

5. Failed Payments

If a top-up fails but your bank was debited, the amount is usually reversed automatically by the payment processor within 3–7 business days. If it isn't:

  1. Check your Inboxtel transaction history to confirm the top-up didn't go through
  2. Contact your bank with the transaction reference
  3. If it still isn't resolved, email us at support@inboxtel.com with the transaction reference and a screenshot

6. Chargebacks and Disputes

Please contact us before initiating a chargeback with your bank or card issuer. Chargebacks filed without contacting us first may result in your account being suspended pending investigation.

If you believe a charge was made in error:

  • Email support@inboxtel.com within 30 days of the charge
  • Include your account email and transaction reference
  • We'll respond within 5 business days

7. How Automatic Refunds Work

Our automatic refunds work like this:

  1. Your 15-minute session expires with no SMS received
  2. Our system detects no code was delivered
  3. The purchase amount is credited back to your wallet
  4. You'll see a "Refund" line item in your wallet transaction history

This happens automatically — no action needed on your part.

8. Currency

All wallet balances and prices are held in Nigerian Naira (₦). Top-ups and refunds are processed in Naira. There is no currency conversion on transactions.

9. Contact Us

Refund questions? Email support@inboxtel.com. We aim to respond to every refund query within 5 business days.