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Refund Policy

Last updated: 1 July 2026

SMSgateway.lk is a prepaid service. This policy explains when payments and wallet balances are refundable.

1. Automatic refunds for failed messages

If a message fails to dispatch to the operator, the full charge for that message is refunded to your wallet automatically, including every step of the billing chain. You can see each refund as a ledger entry with the message’s reference ID.

2. Wallet top-ups

  • Wallet credit does not expire and remains available for future sending.
  • Top-ups are generally non-refundable once credited, since pricing and operator commitments are prepaid.
  • Duplicate or erroneous payments (e.g. the same slip charged twice, or an incorrect amount transferred) are refunded in full. Contact us within 30 days with the payment reference.
  • If you close your account in good standing, we will review a refund of the unused wallet balance, less any operator or payment-processing costs already incurred.

3. Monthly package fees

  • Monthly fees cover the ongoing plan (rates, limits and any included free credit) and are non-refundable once the month has begun.
  • Downgrading or cancelling takes effect from the next billing cycle; you keep the current plan until then.

4. Setup & sender-ID fees

  • Setup fees are non-refundable once the account is provisioned.
  • Sender-ID registration fees are non-refundable once submitted to the operators. If an operator rejects a mask, we’ll help you adjust and resubmit it at no extra platform charge.

5. Service issues

If a platform fault on our side causes messages to be charged but never processed, we will restore the affected credit in full once verified against the logs. Delivery outcomes controlled by operators or handsets (late delivery, filtering by the recipient’s device, etc.) are not refundable, as the dispatch cost has been incurred.

6. How to request a refund

Email [email protected] from your registered address with your account email, the payment or message reference ID, and a short description. We respond within 3 working days; approved refunds are returned via the original payment method or as wallet credit, per your preference where possible.