Refund & Dispute Policy
Last updated: November 1, 2026
TwoLine sells one-time phone numbers that you buy from your balance. This policy explains when refunds are automatic, when you can cancel, when a purchase is final, and how to dispute a charge.
Automatic Refunds (no code by the end of the window)
Every number has an end time. A number lasts long enough for one code, usually 10 to 20 minutes and sometimes shorter. The order page shows the exact end time.
If no code arrives by the end of the window, the full price returns to your TwoLine balance automatically. You do not need to do anything. The order closes and the number ends.
Cancelling an Order
You can also cancel an order yourself and get the refund after 2 minutes. The order page shows when cancelling becomes available. The full price returns to your balance. If a code arrives before you cancel, the order can no longer be cancelled.
What Counts as a Delivered Code
Once a code has been delivered to your order page, the purchase is final. This stays true even if:
- You decide not to use the code
- The code expires before you enter it
- The app refuses the code, or later limits or bans the account
Apps and websites decide for themselves whether to accept a number. TwoLine cannot change that decision. One number is for one code, so a delivered order cannot be reused for a second code.
Disputes (when automatic refund doesn't apply)
If you believe your account was charged incorrectly, contact hello@twoline.io within 30 days of the charge with:
- Your TwoLine account email
- The order ID or transaction ID from your account
- A description of the problem (double-charge, accidental purchase, and so on)
We respond to dispute requests within 2 business days. Most legitimate disputes are resolved with a refund to your balance within 5 business days.
Refund Form Reference Table
| Situation | Refund | Time |
|---|---|---|
| No code arrived by the end of the window | Automatic, full price to balance | When the window ends |
| You cancelled after 2 minutes and no code had arrived | Full price to balance | Instant |
| Code delivered, but the app refused it or banned the account | Not refundable (purchase is final) | — |
| Code delivered and you decided not to use it | Not refundable (purchase is final) | — |
| Double-charge or duplicate transaction | Refundable on dispute | Within 5 business days |
| Accidental top-up | Refundable on dispute (within 30 days, unused balance only) | Within 5 business days |
| Service-side outage (TwoLine downtime) | Full price to balance when detected | 1–3 days |
Balance Refunds vs Cash Refunds
Refunds for a number go to your TwoLine balance. Balance is not cash and buys numbers on TwoLine. If you require a refund of a top-up to your original payment method (card or crypto wallet), include "cash refund requested" in your dispute email. Cash refunds may take 5–10 business days depending on your payment processor (Stripe or NOWPayments).
Cash refunds are not available for balance that has already been spent on delivered codes.
Earlier Store Purchases
If you topped up through Apple App Store or Google Play in the past, refunds for that original purchase must be requested directly through Apple or Google. TwoLine cannot reverse Apple or Google charges directly.
Earlier Rentals
TwoLine stopped selling rentals on 1 November 2026. Existing balances remain usable for numbers.
Chargebacks
Filing a chargeback with your card issuer without first contacting hello@twoline.io may result in your TwoLine account being suspended pending chargeback resolution. We respond to most disputes faster than chargeback timelines, so contacting us first is faster for everyone.
Contact
Refund questions, dispute requests, account-charge questions: hello@twoline.io.
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