Refund Policy

Last updated: August 2, 2026

1. Overview

UGSMS operates on a prepaid credit system. You purchase credits in advance and use them to send SMS messages. This Refund Policy explains when and how refunds may be issued.

2. Eligibility for Refunds

Refunds may be considered in the following cases:

Duplicate payments: If you are charged more than once for the same top-up, the duplicate amount will be refunded.
Service failure: If UGSMS experiences a platform-wide outage that prevents you from sending messages and credits were deducted, we will credit your account accordingly.
Billing errors: If a billing error results in incorrect charges, we will correct the error and issue a refund or credit.

3. Non-Refundable Cases

Refunds are generally not available for:

Successfully delivered messages — once an SMS is delivered, the credit is consumed.
Messages that failed due to invalid phone numbers, incorrect formatting, or other user errors.
Unused credits — purchased credits do not expire and remain in your wallet for future use.
Account termination due to violation of our Terms of Service.

4. How to Request a Refund

To request a refund, contact our support team with your account details and a description of the issue:

Email: sales@ugmail.co

Tel: +256 791 256 041

We aim to respond to all refund requests within 3 business days.

5. Refund Method

Approved refunds will be issued via the original payment method (mobile money or card). Processing times may vary depending on your payment provider, typically 5–10 business days.

6. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date.

7. Contact Us

For any questions about refunds, contact us at:

Universal Grid SMC Ltd.
Bunamwaya, Ngobe · P.O. Box 980620, Kajjansi, Uganda
Email: sales@ugmail.co · Tel: +256 791 256 041