Return & Refund Policy

Vellix SMS, operated by Vellix Global IT and BPO Solutions, supplies digital telecommunication services — SMS credits, API access, Sender ID registration and platform usage. No physical goods are shipped, so there is nothing to return in the conventional sense.

This policy explains when a payment can be refunded and how to request it.

The following charges are non-refundable once work has begun, because they cover third-party registration and provisioning performed on your behalf:

• One-time account setup fees on the Pay As You Go, Business and Premium plans.
• Sender ID registration charges of 1,000.00 LKR per Sender ID, whether or not the operator ultimately approves the requested name.
• SMS credits that have already been consumed, including messages submitted to the network and reported as delivered or rejected by the recipient's operator.

SMS credits never expire and remain available on your account for future sending. Because credits are sold at discounted prepaid rates, unused credits are not automatically refundable in cash.

Where an account is closed at our request, or where we are unable to provide service on the network you purchased for, we will review unused credits for a partial refund at our discretion.

We will consider refund requests in the following cases:

• Duplicate payment or a verified overcharge on a recharge transaction.
• A confirmed platform fault on our side that prevented messages from being delivered and could not be remedied.
• A payment made to the wrong Vellix SMS account, where the credits have not been used.

Email vellixglobal@gmail.com or call +94 77 320 8478 within 7 days of the transaction with your account phone number, the transaction reference, the amount and a description of the issue. You may also message us on WhatsApp at +94 77 320 8478.

We will acknowledge your request, investigate the delivery logs and payment records, and tell you in writing whether the refund is approved.

Approved refunds are processed within 30 days of approval, to the original payment method or bank account wherever possible. Any bank or payment-gateway charges incurred on the original transaction may be deducted.

This policy is governed by the laws of Sri Lanka. Questions can be addressed to Vellix Global IT and BPO Solutions, No. 54/10. 46, Sanchi Arachchi Waththa, Colombo 12, Sri Lanka.