Legal
Refund policy
Paying in crypto should never mean losing money on a detail. This page explains what can be refunded, how, and what happens when something goes wrong with a payment or a number.
1. In short
- Your balance never expires and can be refunded at any time, minus the network fee. Bonus credit is not paid out.
- A number that does not work for its purpose is replaced within 72 hours — or refunded in full if no working replacement exists.
- We only sell numbers we have in stock, live the moment they are paid; if the one you chose is taken before your payment arrives, nothing is charged.
- The activation fee and any Premium or Gold fee are paid once per number: never again on renewal or on a swap.
- If a carrier withdraws a number, you get an equivalent one and the unused time back.
- Short, excess and late payments are never simply lost: finish them on the payment page, or use “Report a problem” on it.
- Rental periods that have already started are otherwise not refunded.
2. Your balance
Money on your balance is yours. It never expires, and you can ask for it back at any time. We send it in cryptocurrency to an address you give us; you only pay the network fee of the transfer.
The bonus added to top-ups of $100 or more — from +10% at $100 up to +50% from $1,000 — is credit to use on Numonym. It is used before the money you paid in, and any bonus credit left is not paid out in refunds.
3. Rental periods and one-time fees
Once a rental period has started, it is not refunded, including if you stop using the number before the end of the period. The exceptions are the 72-hour swap guarantee and carrier withdrawals, described below. If you move a number to a longer rental period, the time you have already paid for is taken into account.
Each new number carries a one-time activation fee of $15, and a Premium or Gold number a one-time category fee on top ($29 or $99, shown before you pay). They are paid once per number: not again when you renew, when you move to a longer rental period, or when we swap the number under the 72-hour guarantee. Once a number is active, they are not refunded, except when the 72-hour swap guarantee ends in a refund — then the rental and these fees all come back.
4. The 72-hour swap guarantee
If a number does not work for the purpose you bought it for — for example, if the service you need refuses it for verification codes — tell us within 72 hours of activation through a support ticket. We replace it free of charge with an equivalent number, without a new activation fee. One swap is included per order. A Premium or Gold number is replaced by a number of the same category when one is in stock; if none is, you can take a Standard number and get the category fee back on your balance.
If no working replacement is available, we refund that order in full — rental, activation and any category fee — to your balance or to your wallet as you prefer.
5. Carrier withdrawals
If an upstream carrier withdraws one of your numbers, we switch you to an equivalent number in the same country, without a new activation fee, and credit the unused rental time of the withdrawn number to your balance. We alert you immediately so you can update the accounts that use it. More about this is on our continuity page.
6. Payment mistakes
- Underpayment: the payment page shows what arrived and what is missing. Send the rest to the same address while the payment is open. If it closes short, use “Report a problem” on the payment, with the transaction ID: once checked, the amount received is credited to your balance.
- Overpayment: use “Report a problem” on the payment, with the transaction ID. Once checked, the difference is credited to your balance.
- Late payment: the address keeps being watched for a couple of hours after the countdown ends, and a payment detected then is processed normally. After that, use “Report a problem” with the transaction ID.
- Wrong network or token: use “Report a problem” on the payment, with the transaction ID. When recovery is technically possible, we guide you through it step by step; network or handling fees may apply, and some mistakes cannot be reversed.
Our payments page explains how to avoid these mistakes, especially when paying from an exchange.
7. Suspended or closed accounts
If we close an account for breaking our acceptable use policy, the remaining balance is refunded, except where the law requires us to withhold proceeds of fraud. If you close your account yourself, ask for your balance first.
8. Business phone system
The phone system has no per-seat fee, so there is nothing to prorate when your team changes size. Numbers follow the rules above, and pay-as-you-go usage is simply taken from your balance, which stays refundable.
9. How to ask for a refund
In your account, open Billing and choose Request a refund: pick the coin, paste the address that will receive the funds and confirm the amount. We send refunds by hand and show the transaction ID in Billing once the refund is on its way. Nobody at Numonym will ever ask for your password, your 2FA codes or your seed phrase. See also our terms of service and our pricing.