Refund & Cancellation Policy
This policy covers subscriptions and message credits for Sendora, supplied by Caresoft Systems Private Limited. It forms part of the Terms of Use; a signed Order prevails where it differs.
The one thing to understand: a message sent is a message paid for.
Once we transmit, the cost is incurred — by us to our provider, and by Meta for a WhatsApp conversation. It does not matter whether the message landed in an inbox, was read, or produced a single reply. Delivery outcomes are not a refund basis.
1. What you are paying for
Sendora is a subscription service, delivered electronically and activated on payment. You are paying for access to the platform and the capacity to transmit messages — storage of your databases, campaign composition, personalisation, transmission, and reporting.
You are not paying for a marketing outcome. No fee is refundable because a campaign produced no leads, no replies, no sales, or a lower open rate than you expected.
2. Free trial
- Where offered, the trial runs for the stated period with a limited sending allowance, at no charge.
- Use it to test deliverability with your own domain and a small real list — that tells you far more than sending to your own team.
- Trial sending is subject to the same Acceptable Use Policy. A trial account that sends to a purchased list is closed, and no paid account will be opened.
- If you do not purchase, the account becomes inactive and trial data is deleted after [30] days.
- One trial per organisation. Repeated trials under different names to obtain free sending are a breach.
3. Cancelling
- Cancel from the admin console, or by writing to [email protected] from a registered contact.
- Cancellation stops the next renewal. It does not end the current period or trigger a refund.
- Cancel at least [24 hours] before renewal. Later cancellations apply to the following period.
- Scheduled campaigns are cancelled when the account lapses. Check for scheduled sends before you cancel — we do not send them after expiry.
- Export your suppression list before you go (§19). It is the record of who must never be contacted again, and honouring it remains your obligation on whatever platform you move to.
4. When we refund
| Situation | Outcome |
|---|---|
| New customer, first paid subscription — not satisfied | Full refund if requested within [7] days, provided fewer than [X] messages have been sent. Once per organisation |
| Messages we failed to transmit — a platform fault meant a campaign never left our system | Full refund of those messages or credits |
| Duplicate or double charge | Full refund of the duplicate |
| Incorrect amount charged — wrong plan or pricing error on our side | Refund of the excess |
| Charged after valid cancellation | Full refund of that renewal |
| Sustained platform failure — confirmed fault on our side, sending unavailable more than [72] continuous hours, reported at the time | Pro-rata credit or extension, at our option |
| Duplicate send caused by a platform fault — the same campaign transmitted twice through no action of yours | Refund of the duplicate messages, and we will help with the recipient fallout |
| Material feature removal and you terminate before it takes effect | Pro-rata refund of prepaid unused fees |
| We terminate for convenience | Pro-rata refund of unused period and unused credits |
5. What is not refundable
- Messages already transmitted, whatever happened to them afterwards.
- WhatsApp conversations already opened (§8).
- Any period already elapsed.
- Included volume you did not use.
- Campaigns sent to the wrong list, with the wrong content, or at the wrong time by your own error.
- Merge failures caused by your data — blank fields, raw placeholders, wrong values.
- Onboarding, migration, template design or deliverability consulting once commenced.
- Accounts suspended or terminated for breach (§10).
- Payment gateway charges, bank fees and foreign-exchange costs.
On sending to the wrong list. This happens, it is horrible, and we will help you contain it — pause anything still queued, help draft a correction, advise on notification if personal data was exposed. But the messages that went out were transmitted, and they are chargeable. Test sends exist precisely to prevent this and cost nothing.
6. Deliverability is not a refund basis
No refund arises because messages landed in spam, were filtered, were not opened, or produced no response.
As set out in the Disclaimer §3, inbox placement depends on the recipient's mail server, your domain reputation, your content and your list quality. We transmit; we do not control what a receiving server decides.
If deliverability is poor, tell us anyway. It is usually fixable — authentication misconfigured, warm-up skipped, list quality, content triggering filters. We will look at it and tell you honestly what we find, including when the answer is that the list is the problem. That is support, not a refund claim, and it is more use to you than money back.
7. Message credits
- Credits are consumed on transmission, oldest first.
- Credits are valid for the period stated at purchase and do not carry forward unless your Order says otherwise.
- Unused credits at expiry are not refunded or extended.
- Credits are not transferable between accounts and have no cash value.
- Where a platform fault consumed credits without transmitting, tell us within [7] days and we will restore them.
- Credits consumed by a campaign you later regret are consumed.
8. WhatsApp conversation charges
WhatsApp charges are Meta's, set by Meta, and passed through at cost or at the rate in your Order.
A conversation charge is incurred when the conversation opens — not when the message is read, and not when it is replied to. A recipient who ignores or blocks your message has still cost you a conversation.
- Conversation charges are not refundable in any circumstance, because we have already paid them.
- Meta may change rates, categories and the conversation model without notice to us. We pass changes through and will notify you.
- Messages rejected by Meta before a conversation opens are not charged.
- Templates rejected by Meta are not our decision and not a refund basis. We will help you revise and resubmit.
- Where your number is restricted or banned by Meta, we cannot refund conversations already sent, and we cannot recover the number (Disclaimer §8).
9. Paused campaigns
Messages not sent during a pause are not charged, and credits are not consumed for them.
- Where a campaign is paused by a threshold breach (AUP §9), you are charged only for what was transmitted before the pause.
- A pause is not a service failure and is not itself a refund basis — it is the platform doing what it must to protect deliverability.
- Where a review finds the pause was triggered in error, the campaign resumes and nothing further is charged for the interruption.
10. Suspension and termination for breach
No refund is due where an account is suspended or terminated for breach of the Acceptable Use Policy — a purchased or scraped list, circumventing suppression, prohibited content, phishing or fraud, or conduct causing an upstream provider to restrict us.
Unused credits are forfeited, and the balance of a prepaid period is not returned.
- Where an account is suspended pending investigation and is subsequently cleared, the period is credited in full and sending resumes.
- Where we recover losses caused by your breach (Terms §24), those are separate from and additional to the forfeited fees.
11. Provider decisions
Where an upstream provider throttles, blocks, suspends or refuses your messages, or changes its policies or pricing, that is not grounds for a refund — it is outside our control and we have no ability to appeal on your behalf.
Where a provider change makes the service permanently unusable for you and we cannot offer an alternative route, we will terminate the affected scope and refund the unused portion pro-rata. That is your sole remedy in that event.
12. Annual plans
Annual plans are discounted in exchange for a commitment to the full term, and are non-cancellable and non-refundable for that term, except in the situations in §4.
Where we agree to an early exit at our discretion, the settlement is the remaining committed value, or the difference between the discounted rate you received and the standard monthly rate for months consumed, whichever is lower.
13. Downgrades and volume changes
- Upgrades and additional volume are charged pro-rata from the date of change.
- Downgrades take effect at the next renewal. No refund or credit for the balance of the current period.
- Overage is billed at the rate in your Order, in arrears.
- Downgrading may reduce sending limits, databases or features. Export anything you need before a downgrade takes effect.
14. Billing errors
- Duplicate charges are refunded in full on verification, with no time limit.
- Where an amount was debited but credits were not added or the plan not activated, we credit or refund at your choice. Some failed transactions are auto-reversed by the bank within [5–7] working days.
- Invoice disputes must be raised within [15] days. Disputing part does not permit withholding the undisputed balance.
- Metering disputes: quote the campaign reference and we will reconcile against send logs, which are retained for [24] months.
15. How to request a refund
Email [email protected] from a registered contact with: organisation name and account email; invoice or transaction reference; date and amount; campaign reference where relevant; and the reason, with any support ticket reference.
We acknowledge within [2] working days and decide within [7] working days. We may offer account credit or a period extension instead, which you may decline.
16. Method and timelines
- Approved refunds go to the original payment method only. If closed, we arrange a bank transfer on receipt of verified details.
- Once initiated, funds typically reach you in [5–10] working days for cards and UPI, and [7–14] working days for net banking.
- We may set off outstanding dues against a refund.
17. Taxes and currency
Refunds include GST originally charged, and a credit note is issued under applicable tax law. Refunds are made in the currency of the original transaction; exchange-rate movement on international payments is not our responsibility. Gateway and bank charges deducted at payment are not recoverable.
18. Chargebacks
Contact us before raising a chargeback — most billing issues resolve within a few working days. Where one is raised we may suspend the account and pause live campaigns pending resolution, and will submit our send logs, metering records and this policy to the bank. If decided in our favour we may recover the dispute fee and require settlement before restoring access. Repeated or bad-faith chargebacks are grounds for termination.
19. Your data after cancellation
- Contact databases, campaign history, reports and suppression lists are available for export for [30] days after termination.
- After that, data is deleted, subject to the retention described in the Privacy Policy §13.
- Suppression records are retained indefinitely by us (Privacy §14) — that retention protects recipients and survives your account.
Export your suppression list. This is the most important thing you will do on your way out.
It is the record of every person who told you to stop. Moving to another platform without it means contacting them again, and a recipient who unsubscribes twice reports as spam rather than unsubscribing a third time.
20. If we terminate
| Reason | Refund |
|---|---|
| We discontinue the service or terminate for convenience | Pro-rata refund of unused period and unused credits |
| Provider route permanently unavailable (§11) | Pro-rata refund of unused period |
| Breach of the Acceptable Use Policy | No refund; credits forfeited |
| Conduct causing an upstream provider to restrict us | No refund; losses recoverable |
| Lawful direction from a regulator or court relating to your conduct | No refund |
21. Changes and contact
We may update this policy on [15] days' notice. The version in force on the date of your payment governs that payment.
Billing and refunds: [email protected] — acknowledged within [2] working days
Deliverability help: [email protected]
Grievance Officer: Rajeev Pillai, [email protected] — acknowledgement within 24 hours, resolution within 15 days
Caresoft Systems Private Limited, 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107, CIN [U72900MH2022PTC387875]