Refund policy

At Textback121, we are committed to ensuring customer satisfaction with our premium rate services. However, we understand that there may be circumstances where a refund is necessary. Below is our refund policy outlining eligibility, process, and conditions for refunds.

Eligibility for Refunds

Refunds may be issued under the following circumstances:

Unauthorised Charges: If you notice charges on your bill but have not personally accessed the service, please contact us for further investigation.
Vulnerable Customers: We recognize that some customers may be classified as vulnerable due to personal circumstances, and we are committed to treating all customers fairly. If you or someone you are responsible for falls into this category and has incurred charges through our services, we encourage you to contact us as soon as possible.
A refund may be considered if:
- The customer has a disability, illness, or other condition that affects their ability to understand or control their usage of our services.
- The service was used by someone who was not fully aware of the charges involved.
- There are exceptional circumstances that warrant special consideration.

3. Underage Customers:

If the customer was under the age of 18 years old at the time of accessing the service and provided a false date of birth to gain this access, please contact us.

4. Service Failures:

Refunds for service failures will only be considered if the failure results in billing issues, such as incorrect charges or overbilling. Refunds will be processed after verification of the billing issue caused by the service failure.

5. Other circumstances:

We will also take into account any other circumstances that the customer believes may warrant a refund. Each request will be reviewed on a case-by-case basis, and we aim to provide a decision within 5 business days.

Refund Process

Refund requests should be submitted within 90 days from the date of the disputed charge.
Once a refund request is authorised, the refund will be processed within 7 business days.

Partial Refunds

If only part of the service is deemed unsatisfactory, a partial refund may be issued under the same conditions as full refunds.

Refund Exclusions and Exceptions

We ensure that the cost of our service is clearly communicated to all users both prior to and during their access to the service. Refunds will only be issued if the eligibility criteria outlined above are met, or if other relevant circumstances apply.

How to Request a Refund

To request a refund, please contact our customer service team via our contact form on this website. Please provide the following information:

The mobile number used to access the service
Any relevant information regarding your eligibility

We strive to provide the highest level of service and address any concerns promptly. If you have any questions about this refund policy, please reach out to us.