Refund policy
Last updated 21 October 2026
This policy explains when money added to a Cloud SMS account can be refunded.
Prepaid balance
Balance added to your account is used for sending SMS. Once added, it cannot be refunded, withdrawn as cash or moved to another account, except in the cases below.
When we refund
- Duplicate payment: you paid twice for the same request.
- Payment not credited: your payment reached us, but the balance could not be added.
- Account not approved: you paid before your account was activated, and the account was not approved.
Approved refunds are sent to the bank account or UPI ID the payment came from, within 7 working days of approval.
When we do not refund
- Messages that were sent but not delivered because of the recipient's network, phone, DND status or an invalid number.
- Messages blocked by the operator because they did not match a DLT template.
- Balance on an account suspended for breaking the terms of service.
- Credits that have passed their validity date.
How to ask for a refund
Write to support@cloudsms.in within 30 days of the payment, with your username, the amount, the payment date and the UTR or bank reference number.