Virtual phone numbers and VoIP minutes are real-time telecommunication services provisioned immediately across carrier switches upon payment. Due to wholesale carrier commitments, line allocations are non-refundable once activated.
1. Digital Consumables Overview
When a user purchases a virtual phone line (e.g., USA, UK, Canada, Australia) or purchases prepaid VoIP minutes, SimlyX incurs immediate non-recoverable carrier routing and switch reservation costs. Consequently, telecommunications services are classified as digital consumables delivered in real time upon purchase.
2. Virtual Number Subscriptions
- Non-Refundable Line Rental: Monthly virtual number rental fees ($1.50/mo for USA, $2.00/mo for UK & Canada, $4.50/mo for Australia) are strictly non-refundable once the number is assigned to your account.
- Third-Party OTP Compatibility: Because third-party platforms (banks, social media) maintain autonomous verification algorithms, failure of a specific external service to accept a VoIP number does not qualify for a cash refund.
3. Wallet Balances & Unused Credits
If you topped up your SimlyX balance and have not made any phone calls or sent SMS messages from that top-up balance, you are eligible to request a full refund to your original payment method within 14 calendar days of the transaction date.
4. Cancellation & Auto-Renewal Management
You have complete autonomy over your subscriptions. There are zero long-term lock-in contracts:
- You can disable monthly line auto-renewal anytime in the SimlyX mobile app settings.
- Upon disabling renewal, your number remains fully active until the end of the current paid billing cycle.
- Once the billing cycle concludes, the number is decommissioned and returned to the global carrier pool.
5. System Provisioning Failures
In the rare event that a payment is completed but our carrier provisioning switch fails to allocate an active number due to a technical server error, our billing team will promptly issue a replacement number or a 100% full refund immediately upon verification.
6. Billing Support & Refund Inquiries
To submit a billing inquiry or refund request, please email our finance team directly:
Please provide your user identifier (SIM-XXXXXX) and your transaction receipt ID. Requests are handled within 24 to 48 business hours.