Refund Policy
Last updated: November 2026
Unused SMS & OTP Units
Bulk SMS and OTP/transactional SMS run on a prepaid unit balance. Units are only deducted when a message is successfully dispatched to the delivery gateway. If a top-up was made in error, or units remain unused on account closure, you may request a refund review through our support team.
Failed Message Sends
Every message is tracked to a final delivery status. If a message is marked as failed, rejected or undelivered by the gateway and the unit was still deducted, that unit is eligible for reversal — our delivery-status audit trail is what we use to confirm this.
WhatsApp Charges
WhatsApp campaigns are charged based on messages actually sent, with a cost estimate shown before you launch. Where a charge does not match what was actually delivered, a refund request can be submitted and is reviewed against the campaign's delivery and cost records.
Email Packages & Subscriptions
Email Marketing packages and subscriptions are billed as agreed at purchase. Refund eligibility for unused package balances or cancelled subscriptions is assessed on a case-by-case basis and depends on how much of the package has already been used.
How to Request a Refund
Send a refund request to our support team with your account details, the transaction or campaign in question, and the reason for the request. We may ask for additional information to verify the claim against our delivery logs.
Processing Time
Refund requests are reviewed and, where approved, applied back to your account balance or original payment method within a reasonable timeframe, communicated to you when the request is confirmed.
Contact
Submit refund requests to support@egabsms.com or via the contact form.
Related: Terms of Service · Privacy Policy