Automatic refunds for failures
Where a price is marked “refund on failure”, undelivered messages are credited back.
Your balance is yours
Unused balance is refunded to your bank when you close your account.
Test keys cost nothing
Sandbox traffic is never charged, so there is nothing to refund.
Fast turnaround
Approved refunds are initiated within 7 working days.
1.Summary
| Situation | What happens | Refunded to |
|---|---|---|
| Message not delivered, price marked “refund on failure” | Charge returned automatically when the failure is confirmed | Wallet |
| Money debited but top-up not credited | Reversed or credited once confirmed with the gateway or bank | Wallet or original payment method |
| Duplicate payment | The extra payment is refunded in full | Original payment method |
| UPI top-up rejected after review | Nothing is added; you can request the money back | Bank account that paid |
| Closing your account | Unused paid balance refunded on request | Bank account |
| Plugin plan cancelled | No new charges; runs until the paid period ends | Not refunded |
2.Message charges
A live message is charged when we accept it for sending, at the price in force for your account (see your dashboard and our Pricing page).
- Refund on failure. Where the applicable price is marked “refunded on failure”, the charge is returned to your wallet automatically when the operator or Meta reports that the message failed or was rejected. You can see each refund in your wallet ledger.
- Other prices. Where a price is not marked for refund, operators and Meta still bill us for attempted messages, so the charge stands even if the message was not delivered.
- Our error. If a message was charged because of a fault on our side (for example a duplicate send or a wrong price), we refund it to your wallet whatever the price setting. Tell us within 30 days with the message IDs.
3.Failed or duplicate payments
If your card, UPI or net-banking payment was debited but the top-up did not reach your wallet, the gateway usually reverses it automatically. If it has not been reversed or credited within 5 working days, write to us with the payment reference and we will either credit your wallet or refund the payment. Duplicate payments for the same top-up are refunded in full to the original payment method.
4.UPI top-ups under review
Top-ups paid by UPI transfer are credited after our team matches the UTR (UPI reference number) with our bank account. If we cannot match it, the top-up is rejected and nothing is added. If money did leave your account, send us the UTR and a bank statement showing the debit; once we confirm receipt we credit your wallet or return the money to the account it came from.
5.Unused wallet balance
Wallet balance is prepaid credit for our services; it cannot be withdrawn while your account is active or transferred to another company, except through the reseller features we provide. When you ask us to close your account, we refund the remaining balance that you paid for, to a bank account in the name of the account holder, less:
- payment-gateway charges we could not recover on the original top-ups;
- any amount you owe us, and charges for messages still being processed;
- promotional or bonus credit, which has no cash value.
GST already invoiced on top-ups is adjusted through a credit note where the law allows.
6.Plugin subscriptions
Monthly and yearly plugin plans are paid from your wallet at the start of each period. You can cancel at any time: the plan then stays active until the end of the paid period and is not renewed. We do not refund the unused part of a period, including after a switch to a cheaper plan. If we withdraw a plugin during a period you paid for, we refund the unused part to your wallet.
7.What is not refundable
- Messages delivered, or failed where the price is not marked for refund, as above.
- Messages blocked because they broke our Terms, the DLT rules or WhatsApp’s policies, or because a recipient opted out.
- Charges older than 90 days, unless the law requires otherwise.
- Balance on an account closed by us for fraud, spam or a serious breach of our Terms, to the extent needed to cover penalties, operator charges or losses caused.
8.How to request a refund
Use the billing form or email us through the contact page from the email address on your account. Include your company name and the payment reference, UTR or message IDs. We confirm receipt within 1 working day.
9.How long refunds take
| Refund | Timeline |
|---|---|
| To your wallet | Immediately when approved, or automatically for failed messages |
| Decision on a request | Within 7 working days of receiving everything we need |
| To your card, UPI or bank | Initiated within 7 working days of approval; your bank may take 5–10 more working days to show it |
10.Chargebacks and disputes
Please contact us before raising a chargeback with your bank — most issues are fixed quickly. While a chargeback is open we may pause live sending on the account to limit further loss. If you disagree with our decision, you can raise a grievance as described in our Terms.
Effective date