We are sorry to hear that your message may not have successfully delivered.
We have a very high delivery rate in Australia, it's very unlikely that your message failed to deliver; although not impossible.
There are many reasons why this might occur, such as the recipients phone service has been cancelled, they're out of a mobile phone reception area, maybe they've marked a previous message as 'junk' on their handset.
We recommend potentially trying a different sender name (if in Australia), although sending a message multiple times, from the same sender name, isn't likely to be successful if you believe that it has actually failed.
Instances where we've detected that the message didn't send successfully are refunded automatically as our distributor reports the failure to us; you don't need to do anything, this refund process is completely automated.
It may take between 2-3, even up to 7 days, for the distributor to report a message delivery failure.
Regardless of wether an SMS message did or didn't actually deliver; our 100% SMS delivery guarantee is limited to specifically where our distributor has indicated to us that a delivery failure did occur.
In short, if your message is eligible for a refund, you will automatically receive a refund.
If you paid for your message using a credit block, bonus credit is automatically applied to your credit block as a failure is detected; credit blocks themselves are ineligible for a refund.
Please see the terms & conditions page for further details.