---
okf_version: "0.2"
type: Guide
title: "Refunds and withdrawals"
description: "Order refunds, cancellation eligibility and prepaid balance policy."
resource: "https://virtualsms.io/help/refunds-cancellations/refunds-and-withdrawals"
tags: ["help", "refunds-cancellations"]
updated: "2026-10-20T00:00:00.000Z"
generated:
  at: "2026-10-24T19:58:44.280Z"
  by: "virtualsms-marketing-site"
verified: "2026-10-20T00:00:00.000Z"
status: "source-derived"
stale_after: "60d"
sources: ["https://virtualsms.io/help/refunds-cancellations/refunds-and-withdrawals"]
---

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 [Refunds & cancellations](https://virtualsms.io/help/refunds-cancellations)

# Refunds and withdrawals
 Updated 2026-10-20 3 min read By VirtualSMS team

In short

Order refunds, cancellation eligibility and prepaid balance policy.


Order refunds normally go back to your VirtualSMS balance, not to a wallet or card. A human reviews every manual refund case.

## A number that never got a code

A verification order with no code is refunded to the balance automatically when it expires. Windows depend on the order: Priority is up to 10 minutes and Standard up to 20, and they can be shorter. Follow the order countdown.

Cancellation becomes eligible from 2 minutes after purchase while no code has arrived, subject to the order and state checks. If the order shows no refund, ask support to review it.

## A code arrived

Once a code has arrived, you cannot cancel or refund the order yourself. If the app rejected or banned the number, a human decides whether an exception applies.

## Taking balance back out

Top-ups are prepaid credit and cannot be withdrawn to the original payment method, except for a duplicate or incorrect charge, an uncredited payment, or where the law requires it. Report these cases within 30 days; a human reviews each case. Balance does not expire while your account is active.


## Frequently asked questions


### Where does an order refund go?

Order refunds normally go back to your VirtualSMS balance, not to a wallet or card.


### Can I withdraw prepaid balance?

Top-ups cannot be withdrawn except for a duplicate or incorrect charge, an uncredited payment, or where the law requires it. Report these cases within 30 days; a human reviews each case.


## More in Refunds & cancellations

- Why didn’t I receive the SMS? What to do Auto-refund, manual cancel, or get a new number. 4 min read
- The SMS arrived but the platform rejected the code Diagnostic flow for rare platform-side rejections. 4 min read
- How to cancel an order before the SMS arrives Step-by-step cancellation. Full refund, no penalty. 3 min read



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