All ZendSMS payments are final. No refunds.

Strict no-refund rule

Except only where a refund cannot legally be excluded by mandatory law, all payments made to ZendSMS or Diana Host Limited for ZendSMS are final and non-refundable in every circumstance. Purchase or payment confirms that the customer has reviewed and accepted this policy.

Non-refundable credits and services

No cash, bank, card, mobile-financial-service or other refund is available for prepaid SMS credits, SMS packages, account balance, subscription or validity periods, sender ID work, onboarding, setup, API or software integration, professional service, custom work, support allocation, taxes or other service charges.

• Unused balance
• Expired balance or package
• Partially used balance or service
• Accidental or duplicate purchase
• Change of mind, campaign cancellation or lower-than-expected use

Delivery and approval outcomes

SMS charges and purchases remain non-refundable when a message is delayed, filtered, rejected or undelivered, when a number is invalid or unavailable, when an operator or authority rejects or withdraws a sender ID or template, or when a network, operator, MNP, routing, device, regulatory or force-majeure event affects service.

Suspension, closure and cancellation

Account limitation, suspension, termination, expiry, cancellation, non-payment, compliance review, KYC failure, complaint, prohibited traffic or regulatory or operator action does not create a refund right. Remaining credits may become unavailable in accordance with the Terms of Service.

Billing-error correction

Report a suspected billing error to support@zendsms.com within 7 days with the account name, invoice or transaction reference and a clear explanation. If ZendSMS verifies an accounting or duplicate-posting error, we may correct the ledger, invoice or ZendSMS account balance. Such correction is not a promise or right to a cash refund.

Chargebacks and payment disputes

Contact us before starting a payment dispute so we can inspect the transaction. An unsupported, false or abusive chargeback may result in immediate account restriction, recovery of chargeback fees and other lawful action. A chargeback does not cancel payment obligations for services already allocated or used.

Mandatory rights and contact

Nothing in this policy removes a right that applicable mandatory law does not allow the parties to exclude. Any legally required remedy will be limited to the amount and method required by that law. For a billing record question, email support@zendsms.com without sending passwords, OTP codes or full card details.