Refund Policy

Every refund request goes to our support team. You can send one from Account → Get refund inside your account, which mails the details to support for you, or write to support yourself. Both end up in the same place.

To write directly, email support@twin-phone.com with the subject line [Refund Issue] and include:

• the email address on your TwinPhone account
• the date and amount of the payment
• a short note on what went wrong

We answer every refund request within 14 days of receiving it. In most cases you will hear back sooner. If a request is approved, the money goes back to the payment method you paid with, normally within 10 business days, depending on your bank.

Credits bought on twin-phone.com come with a 14-day money-back guarantee. You can ask for a full refund of your most recent top-up if both of these are true:

• you ask within 14 calendar days of the payment, and
• no more than 30% of that top-up has been spent on calls or numbers

You do not need to give a reason. Credits themselves do not expire, so there is no need to spend them in a hurry.

Promotional credit added on top of a payment has no cash value and is not refundable. It is not part of your paid balance.

Purchases made inside the iOS app are sold by Apple, not by us. Apple decides those refunds, and we cannot issue them on Apple's behalf.

To ask Apple for a refund, use reportaproblem.apple.com or your App Store purchase history. If Apple grants the refund, the matching credit is removed from your TwinPhone wallet, which can leave the balance negative until it is topped up again.

Write to support@twin-phone.com anyway if you want help with the request. We will tell you what to send Apple.

Once a phone number has been assigned to you, the rental fee for the current period is not refundable, because the carrier charges us for the whole period. You can cancel the number at any time and you will not be charged again after that.

If a number does not work as described, that is a different case. Write to support within 7 days of the charge and we will issue credit or a prorated refund.

We may turn a request down if:

• it comes more than 14 calendar days after the payment
• more than 30% of the credit has already been used
• the account has a pattern of repeat requests — more than two approved refunds in any 90-day period
• the credit came from a promotion that says it is non-refundable
• the account was suspended or closed for breaking our Acceptable Use rules
• we have reason to believe the request is fraudulent or part of a chargeback scheme

If we decline, we say why in the reply. You can respond with more detail and we will look again.

Nothing on this page limits the rights you have under consumer law. If you are a consumer in the European Union, the United Kingdom, or anywhere with a statutory right of withdrawal, that right applies on top of this policy.

Under the EU Consumer Rights Directive (2011/83/EU) and the equivalent UK rules, you have 14 days to withdraw from a digital service bought online. Where you asked us to start the service immediately and agreed that you lose the withdrawal right, the statutory right may not cover credit you have already spent. Credit you have not spent stays refundable.