Refund policy

1. Our “works as described” guarantee

If your number doesn't work as described on our website — for example it can't receive calls or texts — tell us within 14 days of your order. We'll investigate and either replace the number free of charge or, if we can't fix it, refund you in full.

Please note that some apps and websites refuse certain types of numbers or don't deliver codes to them. As explained on our site, that's their decision and doesn't on its own make a number faulty — but tell us anyway, and we'll do what we can.

2. Right of withdrawal (EU and UK consumers)

If you're a consumer in the European Union or the United Kingdom, you can withdraw from your contract within 14 days of ordering, without giving a reason. Because you asked for your number to be delivered immediately, we refund what you paid minus the value of the service provided up to the day you tell us (calculated pro rata, plus any international calls or texts you made with credit).

To withdraw, send us a clear statement by email to billing@heynum.com or through our contact form. You can use the model below, but you don't have to.

3. Cancelling a subscription

You can cancel at any time in one click. Your number stays active until the end of the period you've paid for, and you won't be charged again. Outside the cases on this page, we don't refund periods that have already started.

Yearly renewals: we email you before every yearly renewal. If you forgot to cancel, ask us within 14 days of the renewal: if the number hasn't been used to make calls or send texts since the renewal, we refund the renewal in full.

4. Calling credit

Credit you bought in the last 14 days and haven't used is refundable on request. Older or partly used credit isn't refundable, but it never expires while you have an active HeyNum number.

5. Travel eSIMs

A travel eSIM that hasn't been installed can be refunded within 30 days of purchase. Once installed, we refund it only if a technical problem on our side or our partner's side prevents you from using it and we can't solve it.

6. When we don't refund

We don't refund accounts or numbers suspended for breaking our acceptable use policy, beyond what the law requires.

7. How refunds are paid

Refunds go back to your original payment method, within 14 days of our confirmation. Depending on your bank, it can take a few more days to appear. Payments made in crypto are refunded as account credit or, on request, in the same cryptocurrency for the amount in the currency of your purchase.

If you have a problem with a payment, please contact us before opening a dispute with your bank: we can usually solve it faster.