Refund Policy

This Refund Policy ("Policy") governs refunds and cancellations for services purchased from ConnectWave API ("we," "us," "our," or "Company"). This Policy is part of our Terms & Conditions and should be read in conjunction with them.

1. General Refund Principles

At ConnectWave API, we strive for complete customer satisfaction. We understand that circumstances may require a refund, and we have established clear guidelines to ensure fair treatment for all customers.

1.1 Commitment to Satisfaction

We are committed to:

• Providing high-quality API integration services
• Ensuring transparent refund procedures
• Processing refund requests promptly and fairly
• Maintaining excellent customer support throughout the refund process

1.2 Types of Purchases

This Policy applies to:

• Monthly subscription plans (Starter, Growth, Professional, Enterprise)
• Annual subscription plans
• Custom plan agreements (subject to contract terms)
• Overage charges
• Additional service purchases

2. Money-Back Guarantee

2.1 Eligibility Requirements

To qualify for our money-back guarantee, you must:

• Be a first-time customer purchasing your initial subscription
• Request the refund within the guarantee period (30 or 60 days)
• Not have violated our Terms & Conditions or Acceptable Use Policy
• Not have used the service excessively or abusively
• Provide a valid reason for the refund request

2.2 Exclusions from Money-Back Guarantee

The money-back guarantee does NOT apply to:

• Subscription renewals (second month onward)
• Enterprise Plan subscriptions (subject to contract terms)
• Custom Plan agreements (subject to negotiated terms)
• Accounts terminated for Terms violations
• Overage charges for messages exceeding plan limits
• Refund requests made after the guarantee period expires
• Services partially used beyond reasonable evaluation

3. Refund Eligibility by Plan Type

4. Cancellation Policy

4.1 How to Cancel

You may cancel your subscription at any time through:

• Online: Access your account dashboard and click "Cancel Subscription"
• Email: Send a cancellation request to support@connectwave-api.com
• Phone: Call +1 (435) 202-1981 during business hours

4.2 When Cancellation Takes Effect

• Cancellations take effect at the end of your current billing period
• You will continue to have access to services until the billing period ends
• No further charges will be made after the current period expires
• Your account and data will be retained for 30 days after cancellation
• After 30 days, your account data may be permanently deleted

4.3 No Partial Month Refunds

Except during the money-back guarantee period, we do not provide refunds for partial months. If you cancel mid-cycle:

• You will not receive a pro-rated refund
• Your subscription remains active until the end of the billing period
• You retain full access to services until expiration

4.4 Annual Subscription Cancellations

For annual subscriptions:

• The 30 or 60-day money-back guarantee applies to the initial purchase
• After the guarantee period, no refunds are provided for early cancellation
• The subscription remains active for the full annual term
• You may choose not to renew at the end of the annual period

5. Refund Request Process

5.1 How to Request a Refund

To request a refund:

1. Contact Support: Email support@connectwave-api.com or call +1 (435) 202-1981
2. Provide Information:
   • Your account email address
   • Order/transaction ID
   • Date of purchase
   • Reason for refund request
   • Any relevant details about your experience
3. Submit Request: Clearly state that you are requesting a refund under our money-back guarantee
4. Wait for Review: Our team will review your request within 2 business days
5. Receive Decision: We will notify you of our decision via email

5.2 Review Process

When evaluating refund requests, we consider:

• Whether you are within the guarantee period
• Compliance with our Terms & Conditions
• Usage patterns and service consumption
• Whether the issue could be resolved through support
• Previous refund history
• Any extenuating circumstances

5.3 Refund Approval

If your refund is approved:

• You will receive email confirmation
• Refund will be processed within 5-7 business days
• Funds will be returned to your original payment method
• Your account will be canceled immediately
• You will lose access to all services

5.4 Refund Denial

If your refund is denied, we will:

• Provide a clear explanation for the denial
• Offer alternative solutions when possible
• Allow you to continue using the service if desired
• Provide contact information for further discussion

6. Refund Processing

6.1 Processing Time

• Initial Review: 2 business days
• Refund Processing: 5-7 business days after approval
• Bank Processing: Additional 3-10 business days (depends on your financial institution)
• Total Time: Typically 10-20 business days from request to receipt

6.2 Refund Method

• Refunds are issued to the original payment method used for purchase
• Credit card refunds appear as credits on your statement
• We cannot refund to a different payment method or account
• If the original payment method is no longer valid, please contact us for alternatives

6.3 Refund Amount

• Approved refunds include the full subscription fee paid
• Processing fees charged by payment processors are non-refundable
• Currency conversion fees (if applicable) are non-refundable
• Overage charges may be partially refundable on a case-by-case basis

7. Special Circumstances

7.1 Technical Issues

If you experience technical problems:

• Contact support before requesting a refund
• We will make reasonable efforts to resolve the issue
• Refunds may be granted if we cannot resolve the problem
• SLA credits apply to Enterprise plans (see Terms & Conditions)

7.2 Unauthorized Charges

If you believe you were charged in error:

• Contact us immediately at support@connectwave-api.com
• Provide details about the unauthorized charge
• We will investigate and refund if the charge was indeed unauthorized
• Fraudulent charges will be handled according to our security protocols

7.3 Duplicate Charges

If you were charged multiple times for the same subscription:

• We will refund the duplicate charge(s) immediately
• Processing time is typically 5-7 business days
• No waiting period or eligibility requirements apply

7.4 Service Outages

For extended service outages:

• Enterprise plan customers: SLA credits apply automatically
• Other plans: Case-by-case consideration for significant outages
• Scheduled maintenance does not qualify for refunds
• Third-party service outages (e.g., WhatsApp) are not grounds for refunds

7.5 Account Termination

If we terminate your account for Terms violations:

• No refund will be provided
• You remain responsible for any outstanding fees
• This applies regardless of the guarantee period
• Serious violations may result in permanent ban from our services

8. Non-Refundable Items and Services

The following are NOT eligible for refunds under any circumstances:

• Overage Charges: Fees for exceeding your plan's message quota
• Setup Fees: One-time setup or onboarding fees (if applicable)
• Customization Services: Custom development work performed
• Third-Party Costs: WhatsApp Business API fees or other third-party charges
• Terminated Accounts: Subscriptions canceled due to Terms violations
• Expired Guarantees: Requests made after the guarantee period
• Renewal Subscriptions: Second month onward (except for technical failures)
• Used Message Credits: Messages already sent through the API

9. Downgrades and Upgrades

9.1 Plan Upgrades

If you upgrade to a higher plan:

• The upgrade takes effect immediately
• You are charged the pro-rated difference for the current billing cycle
• Future billing reflects the new plan price
• The money-back guarantee does NOT reset

9.2 Plan Downgrades

If you downgrade to a lower plan:

• The downgrade takes effect at the end of your current billing cycle
• No refund is provided for the price difference
• You retain current plan benefits until the cycle ends
• Future billing reflects the lower plan price

10. Enterprise and Custom Plans

10.1 Enterprise Plan Refunds

Enterprise Plan refunds are governed by:

• The SLA agreement in our Terms & Conditions
• Service Level Credits for uptime failures
• Specific contract terms agreed upon at signup
• Good faith negotiation for extraordinary circumstances

10.2 Custom Plan Refunds

Custom Plan refunds are determined by:

• The specific terms negotiated in your custom agreement
• Service deliverables and milestones
• Payment schedule and timing
• Mutual agreement between parties

If you have an Enterprise or Custom plan, please refer to your specific agreement or contact your dedicated account manager for refund information.

11. Disputes and Appeals

11.1 Refund Disputes

If you disagree with a refund decision:

• Contact our support team to discuss the decision
• Provide any additional information that may affect the decision
• Request escalation to a supervisor or manager
• We will conduct a secondary review within 5 business days

11.2 Chargeback Policy

We strongly encourage resolving disputes through our refund process rather than initiating chargebacks. If you initiate a chargeback:

• Your account will be immediately suspended pending investigation
• We will provide evidence of service delivery to your financial institution
• Valid chargebacks will be honored
• Fraudulent chargebacks may result in permanent account termination
• Chargeback fees may be charged to your account

11.3 Final Decision

After a secondary review, our decision is final. However, you may pursue other remedies available under our Terms & Conditions or applicable law.

12. Contact Information for Refunds

For refund requests or questions about this Policy:

13. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated via:

• Email notification to registered users
• Prominent notice on our website
• Update to the "Last Updated" date at the top of this Policy

Your continued use of our services after changes to this Policy constitutes acceptance of the revised terms. If you do not agree to the changes, you must cancel your subscription.

14. Questions and Support

We understand that refund policies can be complex. If you have any questions about:

• Your eligibility for a refund
• The refund request process
• Timeframes for processing
• Alternative solutions to refunds
• Any other aspect of this Policy

Please don't hesitate to contact our customer support team. We're here to help and want to ensure your experience with ConnectWave API is positive.

15. Fair Use and Good Faith

We operate our refund policy in good faith and expect the same from our customers. We reserve the right to:

• Deny refunds to customers who abuse our policies
• Limit refunds to one per customer per 12-month period
• Investigate suspicious refund patterns
• Refuse future service to customers who repeatedly request refunds
• Take legal action against fraudulent refund claims

Our goal is to provide excellent service and fair treatment to all customers while protecting our business from abuse.

16. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand the conditions under which refunds are available and the procedures for requesting them.

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