VIPNUMBERS LTD | Last updated: 25 October 2026
We want you to shop with confidence. This policy explains your refund rights for our two product lines: VIP Phone Numbers and Roaming eSIMs.
You may cancel your UK phone number order for a full refund before you use the PAC code to start transferring the number with your chosen network. Sending you the PAC code does not itself mean that a transfer has started. Once you use the PAC code to start the transfer, we do not accept change-of-mind cancellations or refunds. This does not affect refunds where we cannot supply the number due to our error, duplicate or incorrect charges, or your statutory rights.
Pre-order numbers are sourced specially for you from the network supplier. When you reserve a number, your card is authorised for the full price, but no payment is taken.
Before we confirm availability: you can cancel your reservation at any time free of charge. We cancel the card authorisation and you pay nothing.
If the number is not available: we cancel the card authorisation. If payment has already been taken and we cannot supply the exact number, we refund you in full.
After we confirm availability and take payment: at your request, we start sourcing and purchasing the number from the network supplier specifically for you. We do not accept change-of-mind cancellations once your number has been confirmed and purchased, except where you have a legal right to cancel, as explained below.
Your legal right to cancel: you may cancel within 14 days of the day we confirm your order and take payment. When you reserve, you ask us to start sourcing your number straight away, within this 14-day period. If you then cancel within the 14 days, we refund the amount you paid less an amount in proportion to the service we have already provided by the time you tell us you are cancelling, assessed against the full service. Our service is complete when your number is ready and we have provided your PAC code. Because you asked us to start straight away and acknowledged when reserving that you would lose your right to cancel once the service is complete, you cannot cancel after that point.
How to cancel: email sales@vipnumbers.com or WhatsApp +44 7555 666555 with your order number, or use the model cancellation form below. Any refund is made to your original payment method within 14 days of your cancellation.
Model cancellation form: To VIPNUMBERS LTD, Suite 2, Second Floor, Sovereign House, 1 Albert Place, London N3 1QB, sales@vipnumbers.com — I hereby give notice that I cancel my contract for the supply of the following service: [number], ordered on [date], order number [ ]. Name, address, date.
Please contact us at sales@vipnumbers.com as soon as possible with your order number and reason for the request. We aim to respond within 1–2 business days.
If your plans have changed and you no longer need your eSIM, you may be eligible for a full refund provided:
If the eSIM has already been activated or used, we will review your situation individually and work towards a fair resolution.
If your device is incompatible with our eSIM, we will issue a full refund provided:
If your eSIM experiences connectivity problems due to issues on our end or network instability in your destination country, we will offer a full or partial refund.
To help us resolve this quickly, please:
Where applicable, a £3 administrative fee may be deducted based on data usage.
Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you have any concerns, please contact us and we will do our best to find a fair resolution.
Email: sales@vipnumbers.com
Company: VIPNUMBERS LTD (Company No. 10553530)