Refund Policy

Overview

BEE-SMS.com provides virtual SMS numbers as a digital service. All sales are final. Due to the nature of virtual numbers and SMS services, we do not offer refunds once a purchase is made and a number has been provided.

However, we recognize that exceptional circumstances may occur and have established this policy to address legitimate concerns fairly and transparently.

By purchasing our services, you acknowledge that you understand and agree to these refund terms.

Eligible Refund Situations

1. Non-Receipt of SMS Due to Technical Issues

Situation: You are unable to receive SMS messages due to verified technical problems on our end or our service provider's end.

Requirements:

  • Claims must be submitted within 7 days of purchase
  • You must provide evidence of the issue (screenshots, error messages, etc.)
  • Our technical team will conduct a reasonable investigation to verify the cause
  • Refunds are evaluated case-by-case and are not guaranteed

Timeline: We will investigate your claim within 5 business days of submission.

2. Invalid Virtual Number Issues

Situation: The virtual number provided is permanently non-functional due to technical errors on our part.

Requirements:

  • Submit evidence of the invalid number (screenshots showing 2FA failures, service rejections, etc.)
  • Claims must be submitted within 7 days of purchase
  • The issue must be verified as originating from our systems or service providers
  • You must allow reasonable time for our team to attempt resolution

Resolution Process: We will first attempt to provide a replacement number or technical fix within 72 hours. If unsuccessful, a refund may be considered.

3. Service Defects and Technical Failures

Definition: Major defects include but are not limited to:

  • Complete service unavailability lasting more than 24 hours
  • Systematic failure to receive SMS messages across multiple attempts
  • Numbers that are permanently blocked or non-functional due to our technical errors
  • Documented server outages affecting service delivery

Process:

  • Contact our support team immediately when issues arise
  • We will work to resolve the issue within 72 hours
  • If we cannot resolve verified defects within this timeframe, you may be eligible for a refund or service credit

Refund Request Process

How to Request a Refund

  1. Contact Information: Send requests to [email protected]
  2. Time Limit: All refund requests must be submitted within 7 days of purchase
  3. Required Information:
    • Order number and purchase date
    • Detailed description of the issue
    • Supporting evidence (screenshots, error messages, etc.)
    • Preferred resolution (refund or replacement)

Review Process

  • Initial Response: We will acknowledge your request within 2 business days
  • Investigation: Our technical team will review your case within 7 business days
  • Decision Timeline: Final decisions will be communicated within 15 business days
  • Appeal Process: If you disagree with our decision, you may request a manager review within 5 days

Refund Methods

  • Refunds will be processed using the same payment method used for purchase whenever possible
  • Processing time: 5-10 business days after approval
  • For cryptocurrency payments, refunds will be issued in the same cryptocurrency when feasible
  • Currency exchange rates (if applicable) will be calculated at the time of refund processing

Technical Support and Troubleshooting

Our Commitment

Before considering refunds, we will make reasonable efforts to:

  • Identify and resolve technical issues
  • Provide alternative solutions when possible
  • Offer replacement services of equal value

Customer Cooperation

To expedite resolution:

  • Provide accurate information about your setup and requirements
  • Respond promptly to our support requests
  • Allow reasonable time for troubleshooting attempts

Optional Server Access: To better diagnose complex technical issues, we may request temporary access to your applications or servers. While providing such access can speed resolution, it is not mandatory for refund consideration. Alternative diagnostic methods are available.

Non-Refundable Situations

Refunds will NOT be provided for:

1. Compatibility Issues

  • Third-party software incompatibilities not listed in our compatibility guide
  • Integration difficulties with unsupported platforms
  • Custom application conflicts

2. User-Related Issues

  • Incorrect usage of our services
  • Failure to follow provided instructions
  • Changes in third-party service requirements after purchase

3. External Factors

  • Third-party service provider changes or restrictions
  • Government regulations affecting SMS delivery
  • Carrier-level blocks or restrictions beyond our control

4. Successful Service Delivery

  • Numbers that functioned correctly for their intended purpose
  • Services used successfully but no longer needed
  • Change of mind after purchase

Customer Rights and Fair Treatment

Your Rights

  • Clear communication about refund decisions
  • Fair and timely review of legitimate claims
  • Access to our escalation process for disputed decisions
  • Protection under applicable consumer protection laws

Our Standards

  • We investigate all claims thoroughly and objectively
  • Decisions are based on technical evidence and documented facts
  • We maintain detailed records of all investigations
  • Customer service representatives receive regular training on fair practices

Dispute Resolution

If you disagree with a refund decision:

  1. Manager Review: Request escalation to a manager within 5 days
  2. External Resolution: You retain all rights under applicable consumer protection laws
  3. Documentation: We will provide written explanations for all decisions

Policy Updates and Communication

  • We may update this policy occasionally to improve clarity or comply with regulations
  • Material changes will be communicated via email to registered users
  • Updated policies apply to purchases made after the effective date
  • Previous policy versions remain available upon request

Contact Information

Customer Support: [email protected]

Effective Date

This refund policy is effective as of 2025/07/21 and applies to all purchases made after this date.

Note: This policy is designed to be fair to both customers and our business while complying with advertising standards and consumer protection requirements. We reserve the right to make exceptions to this policy in extraordinary circumstances at our sole discretion.