Our Guarantees & Refund Policy
Last updated 2026-10-01
Every SMS Hallo number comes with three guarantees: a 7-day free replacement, it works — or you get a 100% refund, and a 7-day money-back guarantee, no questions asked.
7-day replacement guarantee
If your number doesn't work for you in the first 7 days, replace it with another available number in the same country — free, in one click from the number's page in your dashboard (Replace number (free)). The new number keeps your plan, expiry date and refund guarantee. You can replace a number up to 3 times.
Works everywhere — or 100% refund
Our numbers work with WhatsApp, Facebook, Telegram, Google, Instagram, TikTok and other apps. If your number doesn't work with the app you rented it for — for example the verification code never arrives — tell us within 7 days of renting it and we refund 100% of what you paid for the number, even if it has already received messages.
- Open the number in your dashboard and press Not working? Get 100% refund, tell us which app, and our team checks it — usually within a few hours.
- The full amount goes back to your SMS Hallo wallet and the number is released.
7-day money-back guarantee — the one condition
If no call or SMS has been made or received on the number, you can get a full refund within 7 days of renting it. That's it — you don't need to give a reason.
How to get your refund
- Open the number in your dashboard and choose Request refund. The button is shown while the number qualifies.
- The full amount you paid for the number is returned to your SMS Hallo wallet instantly, and the number is released.
- Prefer to talk to us? Contact support and we'll handle it for you.
After 7 days
If the number works and a call or SMS has gone through it, or 7 days have passed, the rental is no longer refundable. You can still keep the number for as long as you like, or simply let it expire at the end of the period you paid for.
Wallet top-ups
Crypto payments are irreversible. If you sent the wrong amount or used the wrong network, contact support with the transaction hash and we'll do our best to help. If a payment arrives after the payment window has closed, leave a refund address on the payment page: we credit it to your wallet or refund it within 2 working days.
How to request a replacement or refund
Open the number's page in your dashboard and choose Replace number (free) or Not working? Get 100% refund, or contact support. Refunds are returned to your SMS Hallo wallet straight away.
After 7 days
After the 7-day window the guarantees no longer apply, but you keep the number until the end of the period you paid for and can renew it as usual.
Wallet top-ups
Money in your SMS Hallo wallet stays there until you use it to rent or renew a number.
Frequently asked questions
Which guarantees come with every number?
Every number comes with three guarantees. First, a 7-day free replacement: swap to another available number in the same country, free, up to 3 times. Second, works or 100% refund: if the number doesn't work with the app you rented it for, request within 7 days and get back everything you paid. Third, a 7-day money-back guarantee with no questions asked, if no call or SMS has been made or received on the number. Full terms are in our refund policy.
Is there a replacement guarantee?
Yes. Every number comes with a 7-day replacement guarantee. If your number doesn't work for you in the first 7 days, replace it with another available number in the same country, free, in one click with the "Replace number (free)" button in your dashboard. The new number keeps your plan and expiry date. You can replace it up to 3 times, and you still have the 100% refund option. See our guarantees.
What is your refund policy?
We offer a 7-day money-back guarantee, no questions asked. If no call or SMS has been made or received on the number, you can get a full refund within 7 days of renting it. Separately, if the number doesn't work with the app you rented it for, for example the code never arrives, you can request a 100% refund within 7 days. Both are explained in full in our refund policy.
How do I request a replacement or a refund?
Open the number's page in your dashboard and use the matching button. "Replace number (free)" swaps it for another number in the same country. "Not working? Get 100% refund" is for a number that doesn't work with the app you rented it for. "Request refund" is the 7-day money-back option for a number with no calls or SMS. All three must be used within 7 days. You can also email support@smshallo.com or use the contact page.
What is the difference between the 100% refund and the money-back guarantee?
They cover different situations. The 100% refund applies when the number doesn't work with the app you rented it for, for example the verification code never arrives. The money-back guarantee needs no reason at all, but only applies if no call or SMS has been made or received on the number. Both give back what you paid and must be requested within 7 days. See the refund policy.