REFUND & CANCELLATION POLICY

As SanalNumara.org (Britannia Digital Innovations LTD), we prioritise customer satisfaction and payment security at the highest level. Due to the nature of the digital services we provide, our refund processes are carried out in accordance with the rules set out below.

1. Service-Based Automatic Refund (Balance Refund)

The principle of “delivery guarantee” applies to our virtual number services.

• If an SMS code is not received for a purchased virtual number within the specified period (usually 10–20 minutes), the transaction is automatically marked as “Cancelled” by the system.
• In cancelled transactions, the amount used is instantly refunded to the user’s “Site Balance”.
• The user is not required to create a support request for a balance refund; the system automatically detects that no code has been received and preserves the balance.

2. Cash Refund Conditions (Refund to Payment Method)

Cash refunds (to credit card or original payment method) for balances loaded by users are subject to the following conditions:

• Unused Balance: No portion of the loaded balance must have been used. Cash refunds are not provided for partially used balances due to operational costs and potential abuse of bonus balances.
• Request Period: A refund request must be submitted within 14 (fourteen) days from the payment date. No refunds are made for loads exceeding 14 days; the balance can be used indefinitely within the site.
• Processing Time: Approved cash refunds are reflected to the original payment method within 5 to 10 working days, depending on the processes of the bank and payment provider (e.g. Stripe).

3. Non-Refundable Cases

• Transactions where the SMS code has been successfully delivered and marked as “Completed” are strictly non-refundable as they fall under digital products.
• If the user cannot use the number due to selecting the wrong service or wrong country, and the SMS code has been delivered, responsibility lies with the user.
• Balances granted through bonuses or campaigns cannot be refunded in cash.

4. Disputes and Communication (Chargeback Prevention)

Users undertake to contact us via [email protected] or through the support panel on our site before initiating a “Chargeback” with their bank in the event of any technical issues. In order to prevent any inconvenience to our customers, our system is designed to automatically return the fee of any undelivered service to the user’s account within seconds.

5. Right of Withdrawal

The Buyer cannot exercise the right of withdrawal in contracts relating to the delivery of digital content, as the service has already begun (display/delivery of the SMS code), in accordance with the Consumer Protection Law No. 6502 and the Regulation on Distance Contracts. However, all transactions where the SMS code is not delivered are protected under Article 1.