At Shadow OTP, we strive to provide you with reliable, high-quality virtual number services. However, we understand that sometimes things don't go as planned. This Refund Policy explains when you may be eligible for a refund and when refunds are not available.
We offer a 100% delivery guarantee for SMS OTP services. If an OTP doesn't arrive, we will either deliver it or provide a full refund to your account balance.
The following table summarizes when you may be eligible for a refund:
| Scenario | Refund Available? | Refund Type | Notes |
|---|---|---|---|
| Funds added but not credited to account | YES | Full Refund | Must contact within 10 days |
| SMS OTP purchased, OTP not received | YES | Full Refund | Cancel within 5 minutes for full refund |
| SMS OTP purchased, OTP received successfully | NO | No Refund | Service delivered successfully |
| Rental number purchased | NO | No Refund | Service was delivered as promised |
| Temporary email purchased | MAYBE | Partial Refund | If email service fails |
| API service failed | YES | Service Credit | Based on SLA guarantees |
If you add funds to your account but the balance does not reflect the added amount, you may be eligible for a full refund.
You MUST contact our support team within 10 days of the failed transaction. If you do not contact us within 10 days from the date of the failed transaction, we will consider the payment as successfully processed, and your payment will be wasted permanently.
After 10 days, we will not be able to investigate or process any refund requests for that transaction. This policy ensures timely dispute resolution and prevents old unresolved payment issues.
Refund requests are typically processed within 5-10 business days. Refunds are credited back to the original payment method or to your account balance.
If you purchase an SMS OTP number but do not receive the OTP code, you are eligible for a full refund, provided you cancel within the specified time limit.
The 5-minute limit is because the number is reserved exclusively for you for 10 minutes. After 10 minutes, the number may be released to another customer, and we cannot guarantee it remains available for your use.
To cancel and request a refund:
You must NOT have used the OTP code or shared it with anyone. Attempting to claim a refund after using the code will result in immediate denial.
If the OTP code is successfully delivered and visible in your dashboard, no refund will be issued. This policy exists because:
Even if you couldn't use the code (e.g., you entered wrong number, code expired), once the OTP is delivered successfully, no refund is available as the service was performed correctly.
If the OTP doesn't work for your verification (wrong number, expired code, etc.), the issue is not with our service - the OTP was delivered correctly. Please verify you:
Rental numbers are non-refundable once purchased, except in cases of complete service failure on our end.
Rental numbers are dedicated to you for the entire rental period. Once a number is reserved, we cannot offer it to anyone else during that time. The service was delivered as promised - a dedicated number for your exclusive use for the rental period.
Refunds for rental numbers may only be issued in cases of:
Proof of complete failure is required for rental number refund requests.
Temporary email services may receive partial refunds if the email service fails completely. Refund amount will be calculated based on remaining service time.
For API services, refunds are not issued directly. Instead, you receive service credits for:
Service credits are automatically added to your account when SLA violations occur. You can use these credits for future purchases. The credit amount is calculated based on the impact and duration of the failure.
Service credits expire 90 days after issuance. Use them before they expire, or contact support if you need an extension.
The following purchases are non-refundable under any circumstances:
Go to your Shadow OTP dashboard and navigate to "Order History" or "Transaction History" to find the purchase you want to request a refund for.
Refer to the Refund Eligibility table above to confirm you're eligible for a refund. Make sure your request falls within the specified time limits.
Click the "Request Refund" button next to the transaction. Provide all required information and upload supporting evidence (screenshots, transaction receipts, etc.).
Our team will review your request and supporting evidence. We may contact you for additional information or clarification. This usually takes 1-3 business days.
You will receive an email notification of our decision. If approved, refund is processed within 5-10 business days.
Note: Denied requests include explanation of the decision. Once denied, the decision is final.
For payment addition issues, you MUST contact our support team within 10 days of the transaction. After 10 days, the payment is considered successfully processed and we cannot process refund requests.
For SMS OTP purchases, you can cancel for a full refund within 5 minutes. After 5 minutes, the number becomes reserved for you, and no refund is available because the service was delivered.
Rental numbers are non-refundable because they are reserved exclusively for you for the rental period. Once purchased, the service is delivered as promised, and we cannot offer a refund.
All refund decisions are final. If a refund is denied, the decision cannot be overturned. Please read the refusal reason carefully before making a new purchase. Consider the refund policies before completing transactions.
Shadow OTP reserves the right to modify, add, or remove services from this refund policy at any time without prior notice.
We also reserve the right to deny any refund request if:
Our support team is here to assist you with refund requests and answer any questions about our policies.
If you disagree with our refund decision, you may appeal by providing new evidence or information. Submit your appeal to appeals@shadowotp.com within 14 days of our decision.
All appeal decisions are final. If the appeal is successful, we will process the refund. If denied, you may escalate to: