Refund policy
Refunds and cancellations
Updated 6 November 2026
When money comes back, and where it goes. This is section 6 of the terms of service on a page of its own; where the two ever differ, the terms prevail. This English version is the binding one.
1. Where refunds go
Every refund is credited to your RelySMS balance in US dollars, in full and without a fee.
The balance is spent only inside the service: it cannot be withdrawn or paid out to a card, wallet or bank account.
2. Activations (numbers)
If no code arrives before the order's time runs out, its price is returned to the balance automatically. If no number could be issued, the money is returned at once.
If no code has arrived after 2 minutes, you may cancel the order for a refund or take another number for free.
Once a code has arrived the order is fulfilled and is not refunded — including when the service later restricts or blocks the account.
If a code arrived but the number turned out unusable (already registered with the service, or blocked), write to support within 20 minutes of the code — with the “Problem with this order” button on the order screen — and describe what the service told you. We will consider a refund to the balance; the number of such refunds per account is limited.
3. Email addresses
If no letter arrives before the order's time runs out (usually 20 minutes), its price is returned to the balance automatically. Once a letter has arrived the order is fulfilled and is not refunded.
4. US number rentals
If a paid order never received a number, its full price is returned to the balance.
If a number was issued and works, no refund is made — including when an expected code did not arrive, since delivery also depends on how you sign up.
5. Rentals of numbers in other countries
If no SMS arrives in the first 20 minutes, the rental can be cancelled for a full refund to the balance. If the number could not be issued, the money is returned at once.
After 20 minutes or after the first SMS there is no refund, including when the expected SMS did not arrive.
6. When there is no refund
The order was fulfilled: the code, SMS or letter arrived.
The account was blocked for breaking the rules of use (section 8 of the terms).
A report of an unusable number came more than 20 minutes after the code.
7. How to ask for a refund
Automatic refunds arrive on their own — there is nothing to do.
Otherwise, press “Problem with this order” on the order screen, or write to support@relysms.pro or to our Telegram bot @relysmsbot. Say which order it is and what went wrong.
8. Payment disputes
Before opening a dispute or a chargeback with your payment provider, please write to us — it is the faster way to solve it.
If a dispute cannot be settled through support, section 10 of the terms of service applies.