REFUND, CANCELLATION & CHARGEBACK POLICY
Document key: REFUND · Version: 2.0 · Effective: 03/09/2026
Drafting note (delete before publication): this is your highest-frequency consumer-forum exposure. It must be specific. v1's "refunds, if offered, depend on the plan" is not a policy — a Consumer Commission will read the ambiguity against you. Choose real numbers.
5.1 Subscription cancellation
You may cancel at any time from Billing → Subscription → Cancel, or by writing to billing@wapzio.com. Cancellation stops the next renewal. It does not terminate the current paid period — you retain access until the end of the period you have paid for.
Cancellation is effective on generation of a cancellation ticket ID, which is emailed to you and visible in Billing. The cancellation timestamp, actor, plan and ticket ID are logged immutably.
5.2 Refund matrix
| Scenario | Outcome |
|---|---|
| Cancellation within [7] days of first-ever paid subscription, with < [100] messages sent | Full refund of subscription fee, less pass-through message charges actually incurred |
| Cancellation mid-term thereafter (monthly plan) | No refund; access continues to period end |
| Cancellation mid-term (annual plan) | Pro-rata refund of unused complete months, less any discount attributable to the annual commitment |
| Unused prepaid message wallet balance on account closure | Refunded less pass-through charges already incurred and gateway fees, on written request within [90] days of closure |
| Wapzio-caused outage breaching the SLA | Service credits per the SLA — the sole remedy |
| Meta/WhatsApp restricts, blocks or bans your number or WABA | No refund for the messaging component. Subscription fee refunded pro-rata only if Wapzio caused the restriction |
| Template rejection by Meta | No refund — template approval is Meta's decision |
| Account suspended or terminated for AUP breach | No refund. Accrued fees remain payable |
| Duplicate or erroneous charge | Full refund within [7] business days of verification |
| Downgrade mid-cycle | Credit applied to next cycle; no cash refund |
5.3 Non-refundable items
GST and statutory taxes already remitted; payment-gateway and forex charges; Meta conversation charges already incurred; one-time onboarding, migration or setup fees once work has commenced; custom development delivered.
5.4 Refund process and timeline
- Raise the request via Billing or
billing@wapzio.com. A ticket ID is issued within 24 hours. - Verification within [5] business days.
- Decision communicated in writing with reasons.
- Approved refunds are processed to the original payment instrument within [7–10] business days of approval, subject to gateway and bank timelines.
- A credit note is issued and GST adjusted as required.
Every step is logged with actor, timestamp and reason code.
5.5 Chargebacks
Contact us before initiating a chargeback. If you initiate a chargeback without first raising a ticket, we may suspend the Account until the dispute is resolved, and we will submit to the acquiring bank the following evidence pack: your click-wrap acceptance record with document version and hash; the Order Form and invoice; usage and send logs demonstrating consumption; the support ticket history; and the applicable clause of this Policy. Where a chargeback is determined in Wapzio's favour, the Client shall reimburse the gateway's chargeback handling fee.
Repeated or fraudulent chargebacks are a material breach.
5.6 Statutory rights
Nothing in this Policy limits any right you have under the Consumer Protection Act, 2019 or other Applicable Law that cannot be excluded by contract.