Telebase runs on prepaid API credits. Credits are purchased under the order form or invoice agreed with us, and each answered query deducts credits from your balance. A query is answered when we return telecom data for the number, including a confirmed absence of any carrier record. Nothing renews automatically.
After 14 days, refunds of unused credits are at our discretion. If you have a balance you no longer need and the window has passed, contact us and we will consider the request.
Invalid numbers and failed requests are not charged. This covers input we cannot parse to E.164, upstream provider timeouts and failures, rate-limited requests, authentication failures and requests declined for insufficient credit.
If a fault on our side causes credits to be deducted without a valid response being returned, those credits are restored to your balance at no cost to you.
Queries that we answer are charged, including where the answer is that no carrier record exists for the number, and including where an individual signal such as simSwap returns UNKNOWN because upstream data is unavailable for that number or market. The full rule is set out on our pricing page.
Email [email protected] from the address on your Telebase account, quoting your invoice or order number. We will confirm receipt and tell you the outcome.
Nothing in this policy limits any statutory rights you hold under applicable consumer protection law, including withdrawal rights that apply in the EU and UK. Where you consume credits during a statutory withdrawal period, you acknowledge that performance of the service has begun at your request, and any statutory refund is reduced accordingly. Refunds under this policy operate alongside, not instead of, those rights.
Questions about this policy: [email protected]. See also our Privacy Policy.