Refund Policy

1. Overview

At BharatReach, we strive to provide the best WhatsApp Business API and RCS messaging services to our customers. This Refund Policy outlines the terms and conditions under which refunds may be issued.

2. Service Credits and Wallet Balance

2.1 Prepaid Credits

• Non-Refundable: All prepaid wallet credits purchased on the BharatReach platform are generally non-refundable once added to your account.
• No Expiry: Wallet credits do not expire and can be used for any messaging services on the platform.
• Usage Only: Credits can only be used for messaging services and cannot be withdrawn or transferred.

2.2 Unused Credits

While wallet credits are non-refundable, we understand special circumstances may arise. If you have purchased credits but have not utilized them due to:

• Technical issues on our platform preventing service usage
• Service unavailability or prolonged downtime
• Billing errors or duplicate charges

You may contact our support team within 7 days of the purchase for a refund review.

3. Subscription Plans

3.1 Monthly Subscriptions

• No Refunds: Monthly subscription fees are non-refundable once the billing cycle has started.
• Cancellation: You may cancel your subscription at any time, and the cancellation will take effect at the end of the current billing period.
• Pro-rated Refunds: No pro-rated refunds are provided for partial months.

3.2 Annual Subscriptions

• 7-Day Money Back: Annual subscriptions are eligible for a full refund if cancelled within 7 days of purchase.
• After 7 Days: No refunds will be provided after the 7-day period.
• Service Usage: To qualify for the 7-day refund, you must not have sent more than 100 messages through the platform.

4. WhatsApp Business API Setup Fees

• Non-Refundable: One-time setup fees for WhatsApp Business API are non-refundable after the setup process has been initiated.
• Failed Setup: If the setup fails due to issues on our end, a full refund of the setup fee will be provided.
• Meta Rejection: If your business is rejected by Meta for WhatsApp Business API access due to reasons related to your business (not our platform), setup fees are non-refundable.

5. Message Delivery Failures

5.1 Failed Messages

• Automatic Credits: Messages that fail to deliver due to platform errors will be automatically credited back to your wallet.
• Recipient Issues: Messages that fail due to invalid recipient numbers, blocked numbers, or recipient opt-out will not be refunded.
• Network Issues: Failures due to carrier network issues beyond our control are not eligible for refunds.

5.2 Bulk Message Failures

For bulk messaging campaigns:

• Credits for undelivered messages are automatically refunded to your wallet
• Partial deliveries in a bulk campaign do not qualify for refunds
• Only completely failed delivery attempts are credited back

6. Service Level Agreement (SLA) Violations

If we fail to meet our committed Service Level Agreement:

• Uptime Guarantee: 99.9% uptime is guaranteed. If we fall below this threshold in a calendar month, you may be eligible for service credits.
• Service Credits: SLA violations will result in service credits being added to your account, not cash refunds.
• Credit Calculation: Credits will be calculated based on the percentage of downtime and your monthly subscription or usage.

7. Refund Process

7.1 How to Request a Refund

1. Contact our support team at [email protected]
2. Provide your account details and transaction information
3. Explain the reason for your refund request
4. Include any supporting documentation (screenshots, error messages, etc.)

7.2 Processing Time

• Review Period: Refund requests are reviewed within 5-7 business days
• Approval Notification: You will be notified via email once your request is reviewed
• Refund Timeline: Approved refunds are processed within 7-10 business days
• Payment Method: Refunds are issued to the original payment method used for the purchase

7.3 Bank Processing Time

After we process the refund, please allow:

• 3-5 business days for credit/debit card refunds to appear
• 5-7 business days for bank transfer refunds
• 7-10 business days for UPI refunds

8. Exceptions and Special Cases

8.1 Technical Issues

If you experience technical difficulties preventing service use:

• Contact support immediately
• We will work to resolve the issue within 48 hours
• If unresolved, pro-rated credits or refunds may be provided

8.2 Fraudulent Charges

• Report unauthorized transactions immediately
• We will investigate and freeze the account
• Full refunds are provided for confirmed fraudulent charges
• Law enforcement may be contacted for serious cases

8.3 Service Discontinuation

If BharatReach discontinues a service:

• Minimum 30 days notice will be provided
• Unused prepaid credits will be refunded
• Pro-rated subscription refunds may be provided

9. Non-Refundable Items

The following are explicitly non-refundable:

• Promotional credits or bonus credits
• Free trial credits
• Referral credits or rewards
• Training and consultation fees
• Custom development or integration work
• Third-party service fees (Meta, carriers, etc.)

10. Chargebacks

If you initiate a chargeback with your bank or credit card company:

• Your account will be immediately suspended
• Access to services will be revoked
• We will dispute invalid chargebacks
• Please contact us first before initiating a chargeback

Chargeback Fees: You may be liable for chargeback fees and investigation costs if the chargeback is found to be invalid.

11. Account Termination

11.1 Voluntary Termination

• You may close your account at any time
• Unused wallet credits will be forfeited
• Subscription fees are non-refundable
• Account data will be deleted as per our Privacy Policy

11.2 Involuntary Termination

If we terminate your account due to Terms of Service violations:

• No refunds will be provided
• All credits and subscriptions will be forfeited
• Outstanding dues must still be paid

12. Currency and Taxes

• Currency: All refunds are processed in Indian Rupees (INR)
• Exchange Rates: If you paid in a different currency, the refund will be at the prevailing exchange rate
• GST: Taxes paid are non-refundable as they have been remitted to the government
• TDS: Tax Deducted at Source (if applicable) cannot be refunded by us

13. Dispute Resolution

If you disagree with our refund decision:

1. Escalation: Request escalation to our senior management team
2. Review: A thorough review of your case will be conducted within 7 business days
3. Final Decision: The management decision will be final and binding
4. Legal Action: Any disputes must be resolved as per the jurisdiction specified in our Terms of Service

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after changes constitutes acceptance of the modified policy.

Notification: Major changes will be communicated via email to registered users.

15. Contact Information

For refund requests or questions about this policy:

16. Fair Usage

This refund policy is designed to be fair to both BharatReach and our customers. We expect customers to:

• Use the platform as intended
• Report issues promptly
• Provide accurate information in refund requests
• Not abuse the refund process

Abuse of the refund policy may result in account suspension or termination.