To get started, you will need your phone, as well as access to the internet.
1- Check the list of services you have subscribed to
2 - End a service
If you no longer wish to use a particular service, you can choose to “stop” it. Click on the “stop” button located at the bottom of the service details frame. Once you have done this, confirm your action in the pop-up page that appears.
- You will receive a copy of the request that was sent to the content provider to the email address you provided. Please do not reply to this email as it will not be processed. If you require a refund, please refer to the following step.
Note, that if you want to contact the content provider directly, their email address will be indicated at the bottom of the request.
- Thereafter, you will receive a reply from the service provider with the requested details of the service, including proof of your subscription. In this reply, you will be provided with the service description, website link and information from stopsms.lu. The service provider may have also attached screenshots of the service, full list of the SMSs exchanged (received and sent), as well as identification of your phone (cookies) that were used during your visit to the website.
4 - Request a refund
If you believe that the reply from the service provider does not correspond to your subscription or if you have experienced issues with the service, you may request a refund.
Please note that the “refund” button will only become available again after you have received a reply from the content provider with the relevant details.
To request access to the list of services again, please visit https://stopsms.lu and request a new link to be sent via SMS.
When requesting a refund, you will be asked to fill in a valid email address and a reason for the refund request.
By requesting a refund, if not done yet, the service will be automatically stopped to avoid additional charge until you get a reply from the service provider.
- You will receive a copy of the request that was sent to the content provider at the email address you provided for your follow-up. Do not reply to this email as it will not be processed.
Note that the link that you will see at the bottom of the reply email is only for the purpose of allowing the service provider to reply to your request and for the follow-up of your request. We will notify you via email as well as in the “Activity” section.
- The service provider will reply to you by email and may indicate:
- whether the refund has been accepted
- whether the refund has been partially accepted or for a different amount
- whether the refund has been rejected
In the reply, you will be provided with the service provider’s response and a summary of the decision.
If a refund is accepted, your operator will be notified of the decision and of the amount that is to be refunded. Your operator will then take the necessary steps to refund you or to discount the relevant amount on your next bill via a credit note.
If you do not agree with the reply, you can take the following steps:
- Contact the service provider using the email address provided in the first email you received.
- Contact your operator who can open a specific ticket to get further explanations and will try to resolve the issue.
5 - Miscellaneous
- Please note that https://stopsms.lu can only provide information on the last 6 months of activity between the service and your phone number. As a result, the amount indicated may differ from the total amount charged to you if your subscription is older than 6 months. However, the service provider may decide to refund you for the total amount if it is deemed justified. Alternatively, the service provider may decide to partially refund you if your refund request is not clearly justified.
- Please be aware that the system does not allow you to reply to the service provider; if you wish to contact them directly, please refer to the service details and the email you received when requesting details or a refund, as they will provide you with the email address of the relevant service provider. In the event that the service provider does not respond or provides an unsatisfactory response, you may contact your operator to raise a ticket and request further explanations from the service provider.
- Please do not reply to emails received from email@example.com. Additionally, please do not send emails to firstname.lastname@example.org unless it is for a question regarding your private data management on the website. Finally, do not contact Mpulse for details or refunds as they are not legally or contractually allowed to share details of their services with end-users.