Refund Policy

1. General Refund Policy

SafeCode operates on a prepaid balance system. Deposits made to your account are used to purchase virtual phone numbers for OTP verification. Due to the digital nature of our services, we have a limited refund policy as outlined below.

2. Eligible for Refund

You may be eligible for a refund under the following circumstances:

• Failed Deposits: If your payment was processed but the funds were not credited to your account due to a technical error on our end.
• Double Charges: If you were accidentally charged multiple times for a single deposit transaction.

These are the only grounds for refunding a deposit to your payment method. Any refund is subject to all of the following:

1. The request is made within 7 days of the deposit, with your account email and the payment reference (for Mobile Money, the transaction ID).
2. Only the unspent part of that deposit can be refunded. Anything already used to buy numbers is not refundable.
3. Fees charged by the payment provider are deducted from the refund.
4. Any bonus received with the deposit is cancelled. If the bonus has already been used, the deposit is not refundable.
5. Refunds are paid only to the original payment method and account (the same Mobile Money number, card or crypto wallet).

3. Not Eligible for Refund

Refunds will NOT be issued in the following cases:

• Used Services: Once an OTP order has received an SMS, that order is non-refundable, even if the code was not used. Orders that end without receiving any SMS are credited back to your balance automatically (see section 4).
• Change of Mind: We do not offer refunds simply because you changed your mind about using our services.
• Third-Party Platform Issues: If a verification code was sent but the third-party platform rejected it, delayed it, or has their own restrictions.
• Banned Accounts: If your account was terminated due to violation of our Terms and Conditions, you forfeit any remaining balance.
• Fraudulent Activity: Any deposits associated with chargebacks, disputes, or fraudulent payment methods.
• Promotional Credits: Any bonus credits, referral bonuses, or promotional balances are non-refundable.
• Unused Balance: Wallet balance you no longer want to use, or a deposit you have decided not to spend. Your balance stays in your account and can be used to buy numbers at any time; it is not paid out as cash.
• Stock and Availability: Numbers being temporarily unavailable for a country or service, or a route running out of numbers. Nothing is charged when no number is issued.
• Orders Without a Code: An order that ended without receiving an SMS. These are credited back to your balance automatically (see section 4); that credit is the remedy, and the deposit used for it is not refunded to your payment method.
• Decisions by Other Apps: The app or website you are verifying not sending a code, sending it late, rejecting or banning the number, or reporting a "wrong code". These decisions are made by that service, not by SafeCode.
• Your Own Mistakes: Choosing the wrong service or country, entering wrong details, entering a code too late, or using a number in a way the other service does not allow.
• Late Requests: Refund requests made more than 7 days after the deposit, or without the payment reference (for Mobile Money, the transaction ID).
• Spent or Bonus-Linked Deposits: The part of a deposit that has already been used to buy numbers, and any deposit whose bonus has already been used.
• Getting Around Our Limits: Deposits made to get around our payment limits, account checks or other security measures.
• Repeated or Multi-Account Requests: Repeated refund requests, or requests made through several accounts. These may also lead to the accounts being suspended.
• Disputes Opened First: Deposits for which a chargeback or dispute was opened with your bank, card issuer or Mobile Money provider before contacting us.

4. OTP Number Cancellation & Credits

We understand that sometimes OTP numbers may not work as expected. Here's how we handle these situations:

• Automatic Cancellation: If no SMS is received within the order validity period (typically 15-20 minutes), the order is automatically cancelled and your balance is refunded as account credit.
• Manual Cancellation: You may cancel an active order before receiving an SMS. The full amount will be credited back to your account balance.
• Received Wrong Code: If you receive an SMS that is not the expected verification code, contact support within 1 hour for evaluation.

5. Number Rental Policy

Rented phone numbers are dedicated numbers assigned exclusively to your account for the rental period. Due to the dedicated nature of these numbers, the following terms apply:

• No Refunds After Activation: Once a rental number has been assigned to you and activated, refunds are not available, regardless of whether SMS was received.
• Releasing or Cancelling a Number: SafeLine and other rented numbers are paid to the carrier for the full rental period at the moment you buy them, and the carrier does not refund us when a number is released early. Releasing or cancelling a number therefore does not refund any part of the rental, even if you release it minutes after buying it or before it has received any messages. This is different from one-time OTP orders in section 4, which are credited back when cancelled before an SMS arrives. Refunds are not made as a goodwill gesture in these cases. If a number is not receiving your codes, contact support before releasing it so we can check it while it is still active.
• Activation Failure: If the rental could not be activated (e.g., no number was assigned by our provider), the full amount will be refunded to your account balance.
• Extensions: Rental extensions are non-refundable once processed.
• Service Disruption: If our provider experiences a prolonged outage affecting your rental during a significant portion of your rental period, contact support for evaluation on a case-by-case basis.

6. Refund Process

To request a refund for eligible cases:

1. Contact our support team through the support chat at safecode.vip/help (fastest) or by email at support@safecode.vip
2. Provide your account email and transaction details
3. Include proof of payment (transaction ID, screenshot, etc.)
4. Describe the issue clearly and provide any relevant evidence

Processing Time: Approved refunds are typically processed within 3-7 business days. Refunds will be issued to the original payment method when possible, or as account credit.

7. Deposit Method Specifics

8. Dispute Resolution

If you disagree with a refund decision, you may escalate the matter by providing additional documentation or evidence to support your claim. We will review escalated cases within 5 business days. Our decision on escalated cases is final. Filing fraudulent chargebacks or disputes with your payment provider without first contacting us may result in permanent account termination.

Nothing in this policy limits any right you have under the laws of Ghana or other law that applies to you and cannot be excluded by agreement.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The "Last updated" date at the top of this policy indicates when the most recent changes were made.

10. Contact Us

For refund requests or questions about this policy, use the support chat at safecode.vip/help (fastest response) or email support@safecode.vip. The Service is operated by SAFECODE TECHNOLOGIES LTD (Reg. No. CS216101026), M EXT 24 Malshegu East, Tamale-Kumbungu Road, Tamale, Northern Region, Ghana. We aim to respond to all inquiries within 24 hours.