Refund & Transfer Policy

Last updated: 2 September 2026

This Refund & Transfer Policy explains when a customer may cancel an order, request a refund, and when a mobile number transfer is considered too far progressed to be reversed.

Pick Your Number provides a marketplace for memorable UK mobile numbers. Because mobile numbers are transferred using PAC codes and the transfer process can become irreversible, refund rights depend on the stage reached in the transaction.

1. Before the PAC Code Is Revealed

A buyer may request cancellation and a refund before the PAC code has been revealed to them through the Pick Your Number platform.

This includes situations where:

  • the buyer changes their mind;
  • the buyer can no longer proceed with the purchase;
  • the seller has already submitted the PAC code to Pick Your Number but the buyer has not yet revealed or accessed it;
  • the transfer process has otherwise not begun.

Where a cancellation is accepted at this stage, the order will be cancelled and the PAC code will not be released to the buyer.

The seller will remain in control of the mobile number.

2. After the PAC Code Has Been Revealed

Once the buyer reveals, accesses or receives the PAC code, the transaction has entered the transfer stage.

A refund is not automatically available after this point.

This is because the PAC code gives the buyer the ability to initiate transfer of the mobile number to another network, and Pick Your Number may no longer be able to reliably determine whether the PAC has been used or prevent the transfer from taking place.

If a buyer requests cancellation after revealing the PAC, Pick Your Number may investigate the current transfer status before deciding whether cancellation is possible.

3. Once the Number Has Been Transferred

A refund will normally not be available once the mobile number has transferred to the buyer’s chosen mobile network.

At this point, the seller has supplied the purchased mobile number and the service has been completed.

A buyer cannot retain control of the transferred number while also receiving a refund.

4. Exceptional Cancellation After PAC Reveal

In limited circumstances, Pick Your Number may permit cancellation after a PAC has been revealed if:

  • the PAC has not been used;
  • the mobile number remains under the seller’s control;
  • the seller agrees to the cancellation; and
  • Pick Your Number is satisfied that the transaction can be safely reversed.

The seller may be required to obtain a replacement PAC code or otherwise invalidate the previously supplied transfer credentials.

This process is discretionary and may not always be possible.

5. Seller Fails to Provide the PAC

After a sale, the seller is expected to provide a valid PAC code within the timeframe stated during the transaction.

Unless otherwise agreed, sellers should provide the PAC within 5 days of being notified of the sale.

If the seller:

  • fails to provide a PAC;
  • refuses to complete the sale;
  • supplies an invalid PAC and does not resolve the issue;
  • no longer controls the advertised mobile number; or
  • is otherwise unable to complete the transfer,

the buyer may be entitled to cancellation and a full refund.

Pick Your Number may also suspend or restrict the seller’s account.

6. Invalid or Expired PAC Codes

If a supplied PAC is invalid, expired or rejected by the receiving mobile network, the buyer should contact Pick Your Number before taking further action.

We may ask the seller to obtain a replacement PAC.

The seller will normally be given a reasonable opportunity to correct the problem.

If the seller cannot provide a valid PAC, the order may be cancelled and refunded.

7. Transfer Delays

UK mobile number transfers are ultimately processed by mobile network operators.

Pick Your Number does not directly operate the mobile networks and cannot guarantee that a transfer will complete at a particular time.

A temporary network delay will not normally create an automatic right to a refund where:

  • a valid PAC was provided;
  • the buyer has submitted it to their receiving network; and
  • the transfer remains in progress.

We will, however, assist with investigating transfer problems where reasonably possible.

8. Number Does Not Transfer Correctly

If the buyer believes that the wrong number has transferred, the purchased number has not transferred, or another serious transfer problem has occurred, the buyer must contact Pick Your Number as soon as possible.

We may review evidence including:

  • seller verification records;
  • PAC submission records;
  • PAC reveal records;
  • network information;
  • transaction timestamps;
  • buyer and seller communications;
  • OTP verification records; and
  • post-transfer verification information.

Where appropriate, payment to the seller may be held while the issue is investigated.

9. Buyer Responsibility

The buyer is responsible for:

  • providing the correct receiving mobile number/account details to their network;
  • ensuring their chosen network accepts PAC transfers;
  • following their network’s PAC transfer instructions;
  • not sharing the PAC code with unauthorised persons; and
  • notifying Pick Your Number promptly if something goes wrong.

Pick Your Number is not responsible for losses caused by the buyer submitting a valid PAC incorrectly or transferring the number to an unintended account or SIM.

10. Seller Payment

Seller payment may be held until Pick Your Number has sufficient evidence that the transfer has completed successfully.

This may include confirmation through:

  • mobile network checks;
  • buyer confirmation;
  • OTP verification of the transferred number; or
  • other reasonable verification methods.

Once the transfer has been verified and the transaction completed, the seller may be paid in accordance with the applicable seller terms.

11. Chargebacks and Payment Disputes

Buyers should contact Pick Your Number before starting a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Where a payment dispute is raised, Pick Your Number may provide the payment provider with relevant transaction evidence, including:

  • order records;
  • seller verification;
  • PAC submission and reveal records;
  • transfer verification;
  • OTP verification;
  • network checks;
  • correspondence; and
  • evidence showing completion of the purchased service.

Nothing in this section removes any legal rights a customer may have.

12. Fraud or Misuse

Refunds may be withheld while we investigate suspected fraud, abuse or attempted misuse of the transfer process.

Examples include attempts to:

  • obtain a PAC and then claim the transaction never occurred;
  • retain a transferred number while requesting a refund;
  • provide false information about transfer status;
  • misuse payment disputes or chargebacks; or
  • improperly obtain control of another person’s mobile number.

We may share relevant information with payment providers, mobile network operators, law enforcement or other appropriate organisations where legally permitted or required.

13. Statutory Rights

Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded under UK consumer law.

Where applicable statutory consumer rights provide greater protection than this policy, those statutory rights will apply.

14. How to Request a Refund or Report a Transfer Problem

To request cancellation, a refund or assistance with a mobile number transfer, contact:

Pick Your Number
Email: hello@pickyournumber.co.uk

Please include:

  • your order number;
  • the mobile number purchased;
  • the email address used for the order; and
  • a brief explanation of the issue.

For security reasons, we may need to verify your identity or control of the relevant mobile number before discussing or changing an order.

15. Summary of Refund Stages

PAC not revealed:
Cancellation and refund will normally be available.

PAC revealed but not yet used:
Cancellation is not guaranteed and may require investigation and seller agreement.

Transfer already in progress:
Refunds will normally be paused while the transfer status is investigated.

Number successfully transferred:
The sale is normally final and no refund will be provided unless required by law or there has been a genuine failure in the service provided.

Seller cannot provide a valid PAC or complete the sale:
The buyer will normally receive a full refund.

Scroll to Top