Refund Policy

At Numgo, we prioritize our customers and understand the significance of every purchase you make. This Refund Policy is to clarify the circumstances under which a refund will be issued, ensuring our commitment to your satisfaction and adherence to legal standards. This Refund Policy is applicable to all transactions conducted through our Service – Numgo.io.

Our platform operates as a marketplace facilitating the rental of virtual numbers, providing users with a means to access specific communication services. It is important to clarify that we do not directly provide communication services ourselves; rather, we serve as an intermediary connecting users with service providers.

Definitions

For the purposes of this Refund Policy:

Company (referred to as either 'the Company', 'We', 'Us' or 'Our' in this Agreement) refers to Numgo LLP, Stoney Works, 8 Stoney Lane, London, United Kingdom, SE19 3BD

Digital Goods refer to the items (Virtual Number, Mobile Data Plan, etc…) offered for purchase on the Service.

Application means the software program provided by the Company downloaded by You on any electronic device, named Numgo.

Service refers to the Mobile Application, the Website, or both.

You refers to the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Eligibility Criteria for Refunds

Non-Activation of Digital Goods: We reserve the right to determine eligibility for a refund, depending on the specific circumstances involved. Customers who have purchased Digital Goods, including but not limited to Virtual Numbers, but have not activated them, are eligible to request a refund. Upon the completion of the activation process, refunds are no longer available

Top-up funds: If you have topped up your balance but have not used it to purchase digital goods within 14 days, you may request a refund for the unused balance. Partial refunds for partially used balances are not permitted.

Bundle Specifics: All components of a package purchase, including any associated services and features, are considered when determining refund eligibility.

Activation Period Limitations: It is imperative to emphasize that once the Data Plan or Virtual Number has been activated, irrespective of its utilization, it will be deemed ineligible for a refund.

Non-Refundable Rentals Users must be fully aware that once a virtual number is rented and activated through our platform, the transaction is considered final, and the rental fee is non-refundable. This policy aligns with industry standards and best practices concerning virtual number services. This clause also applies to working numbers that can receive SMS messages from another phone number but can't receive from virtual phone numbers.

We will not refund funds if you are not satisfied with the need for verification to send SMS and make outgoing calls. Please read our terms of use before purchasing a number.

If a virtual number is found to be non-functional or defective immediately upon activation, you may request a refund within 24 hours of purchase.

Despite this, you may request a refund in the event of confirmed technical malfunctions of the Numgo service, which must be duly notified to Numgo within 24 hours via [email protected] or the contact form on website or application. Please provide information and screenshots so that our team can identify the problem.

Refund Initiation Procedure

Request Submission Customers wishing to avail themselves of the refund policy must forward a formal request to [email protected].

Details to Include in the Request: The refund request must contain the following details: 'Username within the Application', 'Email address associated with the purchase', 'Relevant purchase details'.

Reimbursement Timeframe: Following the approval of your refund request, the reimbursement will be processed through the third-party system initially used for your payment, such as your bank, Apple Pay, Google Pay or PayPal.

Please note that while the request may be submitted promptly, the actual refund may take anywhere from 1 to 7 business days to complete. Delays may extend up to 14 days post-confirmation of the refund approval due to circumstances outside our control.

We appreciate your understanding and patience during the reimbursement process.

We hope you find our services easy to use and hassle-free. But if you ever need any help, please don't hesitate to contact us. We look forward to hearing from you!