Billing & Refunds

Refund Policy

Transparent billing, undelivered SMS credit policies, and hassle-free account refund guarantees.

GUARANTEE
💳 Auto-Credit System — Undelivered DLRs automatically refunded
🔄 30-Day Money Back — Unused wallet balance risk-free refund
📊 Real-Time Ledger — Transparent billing audit trail active

Effective Date: 1 March 2025

At Cellco FZC (doing business as "Cellco", "we", "our", or "us"), customer satisfaction and operational transparency are paramount. This Refund Policy outlines the specific conditions under which refunds or service credits may be granted for our global telecommunications and messaging services.

1. Scope of Policy

This policy applies to all telecommunications infrastructure and enterprise messaging services provided by Cellco, including but not limited to:

  • Application-to-Person (A2P) SMS Services
  • One-Time Password (OTP) Authentication Messaging
  • Transactional and Operational SMS
  • Marketing and Promotional SMS
  • International SMS Routing and Wholesale Carrier Solutions

2. Prepaid Account Balances

Cellco operates primarily on a prepaid commercial model.

  • Refund Eligibility: Funds deposited, wired, or credited to your customer account balance are eligible for a refund, provided the customer submits a formal request detailing the specific reasoning for the return.
  • Verification Process: To initiate a refund, customers must email our billing team at billing@cellco.io with a detailed explanation of their claim. Cellco will thoroughly review the account usage data, transit logs, and transaction records.
  • Approval: If the customer's claim successfully matches Cellco's internal data and verification criteria, the refund will be approved and processed in accordance with this policy.

3. Eligible Refund Requests

Refunds or account balance adjustments may be approved under the following circumstances:

  • Billing Errors: Overcharges resulting from technical glitches, duplicate invoices, or system payment processing errors.
  • Service Non-Performance: Widespread and verified system outages directly attributable to Cellco's infrastructure that render the services unusable for a sustained period, exceeding our SLA commitments.
  • Unused Account Balances: Voluntary account termination by the customer, provided there are no outstanding liabilities, contractual commitments, or pending fraud investigations.

4. Non-Refundable Circumstances

Refunds will not be issued under the following conditions:

  • Delivered Messages: Message traffic that has been successfully transmitted to carrier networks or delivered to end-user handsets.
  • Upstream Operator Delivery Failures: Undelivered messages caused by end-user handset issues (e.g., powered off, out of coverage, invalid recipient number, or recipient carrier spam blocking).
  • Terms of Service Violations: Account suspension or termination resulting from fraudulent activity, spamming, phishing, transmission of illegal content, or violations of our Terms of Service.
  • Third-Party Fees: Bank transfer fees, credit card processing fees, or currency conversion charges incurred during payment processing.

5. Refund Processing Method

Once approved, refunds will be credited back using the original payment method (e.g., bank wire transfer or credit card refund) or applied as service credits to the customer's account balance, at Cellco's discretion. Approved refunds are typically processed within 10 to 15 business days.

Contact Billing Support

To submit a refund request or for billing questions, please contact our billing team at: billing@cellco.io