Dear customer! Thank you for choosing our service and purchasing products at hottelecom.biz!
Please note: once you have topped up the balance in your Personal account on our website you can use these funds to pay for our services at any time. The balance shall not be blocked or disappear unless the user’s account has been deleted at the request of the customer, or the account has been blocked at the request of law enforcement.
Please read the information below carefully.
❗ We guarantee a full refund to the balance of the Personal account in the following cases:
– the rented number is not working for more than 1 day/24 hours; the refund on the balance is made for the number of days when the number was not available; the number is considered non-working since the moment the customer reported the issue;
– the number is disconnected or/and blocked by the local operator for reasons not related to the activities of the client;
– we cannot provide a paid number for reasons beyond our(Hottelecom) control;
– SMS was not received to the one time used SMS number.
❗ We do not provide refunds to the balance of your Personal account in the following cases:
the client disconnected the service before the end of the paid period at his own will and it is not connected with the service problems.
❗ We guarantee the refund to the client from the balance of the Personal account* in the case if:
– we cannot provide a paid number due to the unavailability of numbers of a particular country/city on sale, while the number was available for ordering on the website;
– the purchased number is not working/ceased to work due to the fault of the local service provider, and we can not provide a replacement of the same country/city.
* Please note that not all payment methods support refunds. If payment was made through one of these methods, we will offer alternative refund options.
❗ We do not provide refunds to the client from the balance of the Personal account in the following cases:
– the client has disconnected/deleted the paid services and there are unused funds on the balance;
– we require documents confirming the identity of the end-user are required to activate the number; the customer got acquainted with these requirements when ordering, but refuses to provide all the documents required to activate the number;
– the customer used our products for purposes contrary to local laws; the product was used for fraud; we received a complaint from the local number provider or law enforcement;
– the customer ignored the “restrictions” for the SMS number; in this case also no cancellation or free replacement number is provided;
– it is not a reason for return if during outgoing calls the Caller ID service (rented number identification) cannot be provided due to technical reasons;
– the customer has changed his/her mind to order the number;
– the customer topped up the balance by accident;
– other situations related to the fact that the customer didn’t understand how our services work.
❗ Refund to the client or to the balance of the Personal account shall be done for a period not exceeding one month.
Refund to the balance happens automatically within 1-5 working days.
Refund to the client directly is possible after a personal request only. Requests for a refund are accepted by email: [email protected] and considered by our company within 2 working days from the date of receiving it.
In the request for a refund you must specify next information:
– the name of the service;
– the amount and the reason for a refund;
– bank requisites or other payment method details for the refund.