SMSMaster.lk is a digital messaging service, so there's nothing to physically return — this policy explains when SMS credits, subscriptions, and add-ons are eligible for a refund, and how to request one.
This Return & Refund Policy applies to all purchases made on SMSMaster.lk, including SMS credit top-ups, monthly or annual subscription plans, and add-on services purchased through our website or dashboard.
By purchasing SMS credits or a subscription, you acknowledge that you have read and agree to the terms below, as well as our Terms & Conditions.
Because SMS credits are consumed the moment a message is submitted to our gateway, refunds are handled differently from physical goods. We consider refund requests in the following situations:
| Purchase type | Refundable? | Condition |
|---|---|---|
| Unused SMS credits | Yes | Within 7 days of purchase, if entirely unused |
| Partially used SMS credits | Case-by-case | Only for verified platform-side delivery failures |
| Duplicate/failed payment charge | Yes | Full refund once verified with payment provider |
| Monthly subscription fee | Case-by-case | Pro-rated only if reported within 7 days and unused |
| Annual subscription fee | Case-by-case | Reviewed individually; early cancellation fees may apply |
| Messages blocked due to invalid Sender ID or content | No | Customer responsible for valid, compliant content |
| Messages to invalid or unreachable numbers | No | Number validity is the customer's responsibility |
The following are generally not eligible for a refund:
Refunds are not a substitute for testing. We recommend sending a small test campaign before committing to a large credit purchase.
Email billing@smsmaster.lk with your account email, invoice/transaction ID, and the reason for the request.
Our billing team checks your usage logs, delivery reports, and payment records to verify eligibility.
We'll email you a decision, typically within 3–5 business days, including the refund amount if approved.
Approved refunds are returned to your original payment method, or as account credit if you prefer.
Once a refund is approved, please allow 5–14 business days for the amount to appear on your original payment method, depending on your bank or card issuer. Refunds to local bank accounts or mobile payment methods may take longer during public holidays.
Our dashboard shows delivery status for every message sent (Delivered, Failed, Pending, or Expired). If you notice a pattern of failures you believe is caused by an issue on our end, contact support with the relevant campaign ID and date range so we can investigate delivery logs with our upstream telecom partners.
Credits for messages that genuinely failed to reach the operator due to a verified platform fault will be re-credited to your account rather than refunded as cash, unless you request otherwise.
You can cancel a recurring subscription plan at any time from your dashboard billing settings, or by contacting support. Cancellation stops future billing cycles but does not automatically refund the current billing period unless it falls within the 7-day window described in Section 2.
If you believe you've been incorrectly charged, please contact us first so we can resolve it directly — this is usually faster than a bank dispute. Filing a chargeback without first contacting us may result in a temporary suspension of your account while the dispute is investigated with our payment provider.
We may update this Return & Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date, and will not apply retroactively to purchases already completed.
For refund requests or billing questions, reach out to our billing team:
We typically respond within 1–2 business days.