Refund & Cancellation Policy

1. Refund Eligibility

Our money-back guarantee, where offered, applies to new customers only on their first purchase of a subscription plan. To be eligible:

• The request must be made within 7 calendar days of the original purchase date.
• The account must not have violated our Terms & Conditions or the Acceptable Use Policy (for example, spamming or fraud).
• You must contact our support team to request the refund (see Section 9).

2. Free Trial

If we offer a free trial, no payment is charged during the trial period, and you may cancel at any time before it ends to avoid being billed. Once the trial converts to a paid plan, the standard refund terms in this policy apply.

3. Monthly & Annual Plans

Monthly plans: Outside any applicable money-back window, monthly subscription fees are non-refundable once the billing period has begun. Cancelling stops future renewals but does not refund the current month.

Annual plans: Annual fees are billed upfront. Outside any applicable money-back window, annual fees are non-refundable once the subscription is active, unless stated otherwise in custom contract terms.

4. Non-Refundable Services

To keep the Services sustainable and to reflect costs we incur on your behalf, the following are non-refundable:

• WhatsApp / Meta conversation and messaging charges — these are levied by Meta and are consumed as messages are sent; they cannot be refunded once incurred.
• Used wallet balance — prepaid wallet top-ups that have been partially or fully consumed.
• Setup and onboarding fees.
• Custom, enterprise, or add-on services that have been delivered.
• Renewals of existing subscriptions after any applicable money-back window.
• Accounts terminated for violation of our Terms & Conditions.

WhatsApp Account Bans & Policy Violations

If your WhatsApp number or Business Account is restricted or banned by Meta/WhatsApp due to your messaging activity (spam, violating commerce or messaging policies), you are not eligible for a refund. We provide the platform and infrastructure, but compliance with WhatsApp and Meta policies is your responsibility.

5. Unused Wallet Balance

Any unused prepaid wallet balance may be refundable at our discretion upon account closure, subject to deduction of applicable transaction charges and taxes, and provided the account is in good standing. Consumed balance and WhatsApp charges already incurred are not refundable.

6. Refund Processing Time

Once a refund is approved, it will be initiated to your original payment method. Depending on your bank or card provider, it may take 5–10 business days for the funds to reflect in your account. Refunds are processed through our payment providers (Razorpay / Stripe) and cannot be issued to a different card or bank account.

7. Cancellation vs. Refund

You can cancel your subscription at any time from your dashboard. Cancellation ensures you will not be billed for the next cycle. It does not automatically generate a refund for the current cycle unless you fall within an applicable money-back window and explicitly request a refund.

8. Chargebacks & Disputes

If you open a dispute or chargeback with your bank or card provider, your account may be suspended pending investigation. We strongly encourage you to contact our support team first to resolve any billing issue amicably. Fraudulent chargebacks may result in permanent suspension from OTSWP services.

9. How to Request a Refund

To request a refund, email us with your account email and transaction ID, and our team will review your request against this policy.