Refund Policy

AtlasSIM designed its service around a simple principle: you only pay for an SMS actually received. When the waiting period shown at the time of purchasing a number expires without any verification SMS being delivered, the system automatically credits the corresponding amount back to your balance, with no manual action required from you in the vast majority of cases.

This automatic mechanism relies on real-time monitoring of the status of each assigned number: as soon as the countdown reaches zero without confirmed receipt, our platform instantly triggers the refund. You can view the history of your transactions and refunds at any time from your dashboard, which shows the precise status (pending, refunded, used) of each purchased number.

This automation principle aims to guarantee fast, transparent and fair processing for all users, without depending on the availability of a human agent to validate every standard non-receipt case.

Several situations entitle you to an automatic refund or, absent automation, a manual refund after review by our support team. The table below summarizes the main refundable and non-refundable cases to clarify your rights before any purchase.

Beyond the cases listed in the table, any technical malfunction clearly attributable to AtlasSIM (prolonged unavailability of the platform at the time of purchase, a display error leading to an incorrect charge, a synchronization incident with our number providers) also entitles you to a full refund, upon simple report to our support team along with the elements needed to identify the transaction in question.

Conversely, certain situations do not entitle you to a refund, as they correspond to a service successfully rendered or to use that does not comply with these terms. A number for which an SMS has actually been delivered and displayed in your interface is considered a fully executed purchase, regardless of what you subsequently do with it on the relevant third-party service.

Similarly, a balance already spent on prior, compliant purchases cannot be retroactively refunded, including in the event of voluntary account closure. Accounts suspended for violation of the Terms, attempted refund fraud, or illegal activity also lose all right to a refund of the remaining balance, which may be forfeited in accordance with Section 9 of the Terms.

The effective processing time of a refund depends on the channel involved. When the refund takes the form of a credit back to the internal AtlasSIM balance, the operation is near-instantaneous. However, a refund requested to the original payment method (Mobile Money or cryptocurrency) involves additional delays linked to third-party providers, detailed in the table below.

These timelines are reasonable estimates based on the standard processing conditions of our providers PawaPay and Cryptomus, but may vary depending on external factors such as blockchain network load, local public holidays, or additional security checks requested by the Mobile Money operator.

For cases covered by automation (SMS not received within the allotted time), no action is needed: the credit is automatically applied to your balance. For other situations (technical error, double payment, dispute), you must send a request to support@atlas-sim.org specifying: the ID of the transaction concerned, the date and approximate time of the incident, and a factual description of the issue encountered.

Our team acknowledges receipt of every request within 24 business hours and carries out a technical review (SMS delivery logs, payment transaction status, account history) before making a decision. If accepted, the refund is triggered according to the timelines shown in the table above. If declined, a reasoned explanation is systematically provided to the User, with the possibility of submitting additional evidence for a second review.

AtlasSIM strongly encourages its users to go through our internal refund procedure before initiating a dispute directly with their Mobile Money operator or any payment provider, as this is generally faster and avoids unnecessary processing fees for both parties. Unjustified chargeback requests — i.e. initiated when a refund has already been offered or no anomaly has been found — may result in the immediate suspension of the account concerned.

In the event of a chargeback initiated despite a service rendered in accordance with these terms, AtlasSIM reserves the right to dispute the claim with the payment provider by providing all available technical evidence (delivery logs, SMS acknowledgments, account usage history), and to charge, to the extent permitted by law, the administrative fees generated by an abusive dispute.

To guarantee the fairness of the automatic refund system for all users, AtlasSIM monitors abnormal usage patterns such as repeated manual refund requests on the same account, suspicious use of multiple accounts linked to the same payment method, or repeated attempts to claim non-receipt despite contrary technical indicators (SMS confirmed as delivered on the operator's side).

Accounts identified as abusive may have their future refund requests subject to systematic manual review, or even be suspended in the event of proven repeat offenses. These measures are designed to protect the integrity of the service for the vast majority of legitimate users who benefit from the automatic refund mechanism with full confidence.