Refund Policy

Thank you for choosing africavirtualnumbers.com, operated by AVN Telecom S.A.S. (SIREN 824 512 336, RCS Paris). Please read the information below about refunds for virtual numbers and one-time (disposable) numbers carefully. This Refund Policy forms part of, and should be read together with, our Terms & Conditions.

Your right of withdrawal (EU/France)

Our numbers are digital services that are activated on demand, usually immediately. By ordering a number and asking for it to be provisioned straight away, you ask us to begin performance at once and you acknowledge that, once the number has been provisioned, you lose the 14-day right of withdrawal that would otherwise apply to a consumer under French and EU law. Nothing in this policy limits any mandatory statutory right you may have.

When we do not provide a refund

We do not refund in the following cases:

• You stopped using or cancelled a number before the end of a paid period of your own accord, where this was unrelated to a fault in the Service.
• You deleted or disconnected a paid service and unused funds remain on your account balance.
• Activating a number requires identity or KYC documents that you agreed to provide when ordering, and you then decline to provide the documents required to activate it.
• The Service was used unlawfully or for fraud; we receive a complaint from a number supplier, carrier or a competent authority; or we have reasonable grounds to believe the Service is being, or is about to be, used for fraud or unlawful purposes.
• You disregarded the stated restrictions of an SMS number. Some services and carriers cannot receive messages from certain number ranges; in that case no cancellation or free replacement is due.
• A number provided "for registration" is operational and receives SMS from most services but fails to receive SMS from one specific service. In that case our obligation for that number is considered fulfilled, and no refund or replacement is provided.
• A caller-ID (rented-number identification) feature cannot be provided for technical reasons.
• You changed your mind about an order after the number was activated.
• You topped up your account balance by mistake.
• Other situations that arise from a misunderstanding of how the Service works.

Some third-party services impose their own restrictions that can prevent SMS from being delivered to specific numbers or to numbers of specific carriers. Those restrictions are outside our control.

When we guarantee a full refund to your account balance

We guarantee a full refund to your personal-account balance where:

• A rented number does not work for more than 24 hours. The downtime is compensated by us and is counted from the moment you reported the issue.
• A number is disconnected or blocked by the local operator for reasons unrelated to your activity.
• We are unable to provide a paid number for reasons beyond our control.

When we refund you directly

We guarantee a refund to you, from your personal-account balance, where:

• We cannot complete your order for a virtual number that it was possible to order on the Site at the time; or
• A purchased virtual number stops working through the fault of the local provider and we cannot provide a replacement for the same country or city.

Payment methods and processing times

Not all payment methods support refunds. If your payment was made using such a method, we will offer alternative refund options. Cryptocurrency payments are, by their nature, irreversible once confirmed on the relevant network; where a refund is due, it is returned to your account balance or, on request and where feasible, to the originating wallet.

• Refunds to your account balance are processed within 1–5 working days.
• Refunds made to you directly are processed within a period of no longer than one month.

How to request a refund

A direct refund is possible on personal request only. Send all refund requests by email to [email protected]; they are reviewed by the dedicated team, typically within 2 working days of receipt.

In your request, please include:

• the name of the service;
• the amount and the reason for the refund; and
• your bank details or other payment-method details.

Without this information we cannot review the request.

One-time (disposable) number refunds

The one-time (disposable) service is fully automated. Please follow the instructions when ordering a number to avoid any issues.

• We do not refund where the SMS text is displayed in the one-time number ordering table. In that case our obligation to provide the one-time number is considered fulfilled, and any further issue relating to the account you registered with that number is outside our responsibility.
• We do refund to your account balance where the SMS was not received and the incoming-SMS table is empty. Such refunds are automated and are usually provided within 15–20 minutes where the SMS fails to arrive.

Contact us

Questions about a refund? Email us at [email protected] or call +33 1 86 65 40 20. See also our Terms & Conditions and Privacy Policy.