Recharge & Refund Policy

1. At a glance

You recharge by bKash or Nagad to the accounts shown in your dashboard, then submit the Transaction ID. Our staff verify it before your balance is credited.
Each recharge keeps the per-SMS rate of its plan and is valid for 6 months from approval; unused balance then expires.
You are charged only for messages the network accepts. Failed, rejected and suppressed messages cost nothing, and "unknown" messages are checked with the provider.
Unused available balance can be refunded on request, after verification, to the original payment method.
False payment claims lead to suspension.

2. About this policy

This policy explains how recharges, charges and refunds work on SMSGELY. It forms part of our Terms of Service. Words such as "Wallet", "Provider" and "SMS unit" have the meanings given in the Terms.

If there is any inconsistency between the English and Bangla versions of this policy, the version designated by SMSGELY after legal review will apply.

3. How recharge works

SMSGELY is prepaid. Your Wallet is held in Bangladeshi Taka (BDT), and you must recharge before you can send.

In your dashboard, open the recharge page and choose an amount. The minimum recharge is the lowest tier on the pricing page.
Pay the exact amount by bKash or Nagad, only to an account shown in your dashboard.
Submit the payment method, the amount, the number you paid from and the Transaction ID from your payment receipt.
Our staff check the payment against the receiving account and credit your balance once it is confirmed.

Never pay to a number or account sent to you by a caller, message or social media contact claiming to be from SMSGELY. Only use the accounts shown in your dashboard.

4. Manual payment verification

Recharges are checked by people, not automatically. Our staff confirm that the payment arrived in our account, that the amount matches and that the Transaction ID has not been used before. We may ask for a screenshot of the receipt, the sending number or other evidence that the payment is yours.

Because verification is manual, it can take longer outside support hours, at weekends and on public holidays. We aim to process recharge requests in the order they arrive and as quickly as we can.

5. Pending, approved and rejected recharges

Pending: you have submitted the request and it is waiting to be checked. Pending amounts cannot be used for sending yet.
Approved: the payment has been confirmed and the amount has been added to your Wallet at the rate of the tier that applied when you recharged.
Rejected: we could not confirm the payment. Common reasons are that the payment was not found, the amount does not match, the Transaction ID has already been used, or the money was sent to an account not shown in your dashboard. Where we can, we tell you the reason.

If your recharge was rejected but you believe you paid correctly, open a Support ticket with your evidence and we will look at it again.

6. Duplicate payments and duplicate Transaction IDs

Each Transaction ID can be used only once. If a Transaction ID has already been submitted, by you or anyone else, a new request with the same ID is refused.
If you accidentally paid twice for the same recharge, submit each payment with its own Transaction ID. You can keep both as separate recharges (each at its own tier rate), or ask us to refund the duplicate payment under section 11.
Do not submit the same payment twice. Repeated duplicate submissions may be treated as misuse.

7. Incorrect Transaction IDs or amounts

If you typed the Transaction ID or amount incorrectly, the request will normally be rejected or stay pending. Submit a new request with the correct details, or contact Support and tell us both the incorrect and the correct details. If you sent the wrong amount, we will credit the amount we actually received, once verified.

If you sent money to a number or account that is not shown in your dashboard, we cannot see or recover that payment. Please contact your payment provider or bank directly.

8. Fraudulent payment claims

Submitting a fake, borrowed or someone else's Transaction ID, editing a receipt, or reversing a payment after your balance has been credited is fraud. In these cases we will:

reject the request or reverse the credited balance;
suspend the account; and
where appropriate, report the matter to the payment provider or the relevant authorities.

If balance has been credited to your account by mistake, we may correct it, and you must not spend it.

9. Tier rates and recharges

Our prices are published on the pricing page as tiers based on the recharge amount. The per-SMS rate of a recharge is fixed by the tier that applied when you recharged, and that recharge keeps its rate. Your balance is used oldest recharge first, and the dashboard shows the applicable rate before you send.

If we change our prices, the new prices apply only to future recharges. Balance you have already bought keeps the rate it was bought at. The recharge amount you choose is the amount you pay; we do not add a surcharge on top.

10. Balance validity

Each recharge is valid for 6 months from the date we verify and approve it. Balance from a recharge that is not used within that time expires and can no longer be used to send messages. Your oldest balance is always used first, and each recharge keeps the rate it was bought at. We remind you by email and in your dashboard 30 days, 7 days and 1 day before balance expires, and your dashboard shows the expiry date of every recharge.

11. Refund eligibility

You may ask for a refund of:

unused available balance, for example when you stop using SMSGELY or close your account. Amounts currently reserved for queued, scheduled or held messages are not available until they are released;
duplicate or mistaken payments that you do not want to keep as balance; and
payments we received but did not credit, for example a recharge rejected in error. In this case we will either credit your balance or refund the payment.

The following cannot be refunded:

amounts already charged for messages accepted by the network;
reserved amounts, until the reservation is released;
any free, bonus or promotional credit, if such credit is ever offered; and
amounts withheld under section 14.

Refunds are paid to the original payment method and account wherever possible, after we have verified your identity and your ownership of the account and the payment. Amounts you have already used are deducted. Applicable transfer, mobile financial service or bank charges may be deducted from the refund. Refunds are not made automatically, except for the automatic release of reservations described in section 12.

12. Messages you are not charged for

You do not need to ask for a refund for these, because they are never charged:

Failed or rejected before acceptance. If a message fails or is rejected before the network or provider accepts it, for example because the number format is invalid, the recipient is suppressed or opted out, or the provider rejects it, the reservation is released automatically.
Unknown outcome. If we cannot immediately tell whether a provider accepted a message, for example after a timeout, it is marked "unknown" and reconciled with the provider. It is never resent automatically. It is charged only if acceptance is confirmed; if the provider confirms it was not accepted, the reservation is released. While reconciliation is in progress, the amount stays reserved.
Campaigns not approved. If a campaign held for compliance review is not approved, nothing is sent and the reserved amount is released.
Suspended accounts. When an account is suspended, scheduled messages are not sent and their reserved amounts are released.

13. Messages accepted by the network, and service failures

Once the network or a provider accepts a message, the charge is final, even if the message is later reported as undelivered or expired, for example because the recipient's phone was switched off, the number was inactive or DND blocked it. This applies unless we state otherwise on the pricing page or in your dashboard.

Errors in our systems. If we find that you were charged because of an error in SMSGELY's systems, for example a charge for a message that was never accepted, we will correct your balance.
Provider failures. If a provider rejects messages before accepting them, you are not charged. If a confirmed provider-side fault affects a large number of messages after acceptance, we will review the case and may credit your balance at our discretion.
Platform outages. If our platform is unavailable, queued and scheduled messages may be delayed. Reserved amounts stay reserved until the messages are sent, fail or are cancelled.

14. Account suspension and termination

While an account is suspended, its balance remains in the account. Refund requests may be put on hold while we investigate.
When an account is closed, by you or by us, the remaining available balance is handled under this policy and can be refunded on request after verification.
Where an account is suspended or closed for fraud, false payment claims or reversed payments, the related amounts may be withheld where the law allows, or where the law, a regulator or a provider requires it. If an investigation finds no breach, the balance is handled normally under this policy.

See our Account Suspension Policy for more detail.

15. How to request a refund or billing correction

Open a Support ticket from your dashboard and choose the category Billing/Recharge.
Include the amount, the payment method and the Transaction ID of each recharge involved. For a message charge, include the message ID, campaign name or API request ID.
Tell us if the refund should go somewhere other than the original payment account, and why. We may ask for supporting evidence.

Never include your password, PIN, OTP or full API key in a request. If you cannot log in, contact us through the contact details on our Contact page.

16. Processing time

We aim to review refund requests within 7 business days of receiving all the information we need, and to send approved refunds within a further 7 business days. These are targets, not guarantees: complex cases, investigations or missing information can take longer, and the time for the money to reach you also depends on your payment provider or bank.

17. Disputes

If you think a recharge decision or a charge is wrong, please contact Support first. We will investigate using our payment records, message records and provider responses, and aim to resolve billing disputes fairly and promptly. Please raise disputes as soon as possible, ideally within 30 days, while records are still easy to check. Disputes that cannot be resolved informally are handled as described in the disputes and governing law sections of our Terms of Service.

18. Changes to this policy

We may update this policy from time to time. Every version has a version number and an effective date, and we never change it silently: we tell you about changes by email or in your dashboard. Material changes are handled as described in the Terms of Service, including any need to accept the new version before you continue sending. Changes never reduce the rate of balance you have already bought.

19. Important notice

SMSGELY provides messaging infrastructure and related technology services. Customers remain responsible for message content, recipient lists, recipient consent, sender identity and authorisation, campaign legality, applicable marketing, telecom and data-protection rules, and all applicable laws and regulations. SMSGELY does not authorise unlawful use of the platform.

SMSGELY operates subject to applicable laws, regulations, telecom-provider requirements and contractual restrictions.