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This Return & Refund Policy explains when you can request a refund on NumPool, how we review requests, and how approved refunds are paid. By using numpool.com you agree to this policy and our Terms of Service.

1. When you may request a refund

A user may request a refund for a product or service if it is defective due to the store’s fault or if the product is not delivered within 48 hours.

On NumPool this means, for example:

• Service not delivered: You paid for a virtual number / verification order and no usable SMS code was delivered within the order window, and automatic cancel/refund did not complete.
• Store fault: A technical or billing error on our side (double charge, paid top-up never credited, order charged but never created).
• Automatic order refunds: If you cancel an order before an SMS code arrives (or the order expires with no code), your wallet balance is refunded instantly for that order — no ticket required.

Timeframe to request: The buyer has the right to request a refund within 48 hours after payment for non-delivery or store-fault issues that were not already auto-refunded to wallet.

2. What is not eligible

Returns and exchanges are only possible if the items themselves are defective due to the store’s fault (or not delivered as described above).

• If the user has changed their mind, does not like the service, ordered the wrong country/service by mistake, or no longer needs the number, returns and exchanges are not permitted.
• Once an SMS code has been successfully delivered for an order, that order is generally non-refundable.
• Wallet balance already spent on successful orders cannot be refunded for those completed orders.

3. How to request a refund

• For pending numbers with no code: use Cancel & refund in the app for an instant wallet credit.
• For billing errors, missing top-ups, or issues not fixed automatically: email support@numpool.com within the request window. Include your account email, payment reference / transaction ID, and a short description of the problem.

4. Review timeframe

The user’s request will be reviewed within 24 hours of contacting the store’s customer support.

We may ask for extra details (screenshots, payment receipt, order ID). Our decision on eligibility under this policy is final, except where required by law.

5. Refund processing timeframe

If the request is approved, the refund will be processed within 72 hours of the refund decision being made.

The time for funds to appear on your card, bank, crypto wallet, or other method depends on your payment provider and may take additional business days after we initiate the refund.

6. Where refunds are sent

Refunds will only be issued to the same payment details used for the original transaction.

• Card payments are returned to the same card.
• Crypto payments are returned to the same method / path used for the original payment where the processor allows it.
• Order cancels that auto-refund go back to your NumPool wallet (the balance used for that purchase).
• We do not send refunds to a different card, bank account, wallet, or third party.

7. Balance top-ups

• Successful top-ups credited to your wallet are generally used for services on NumPool.
• If a top-up was charged but never credited, or was charged in error due to our fault, request a refund within 48 hours of payment. Approved refunds follow the review and processing times above and go only to the original payment method.

8. Chargebacks

Please contact support@numpool.com and use this policy before filing a chargeback with your bank. Unjustified chargebacks may lead to account suspension while the case is investigated.

9. Contact

• Email: support@numpool.com
• WhatsApp: +1 850 502 6417

Related: Terms of Service · Privacy Policy

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