Refund Policy

This Refund Policy governs all monetary transactions on the ZAPREACH platform, including subscription purchases, wallet top-ups, and one-time payments, all processed through Razorpay Software Private Limited.

This Policy is in accordance with the Consumer Protection Act, 2019, Information Technology Act, 2000, and RBI Guidelines on Merchant Refunds.

By subscribing to any ZAPREACH plan, you agree to this Refund Policy. Read it carefully before making a purchase.

ZAPREACH subscription plans are billed as one-time payments per billing period (monthly or yearly) via Razorpay. There is no automatic recurring charge — each renewal is a new payment initiated by you.

2.1 Refund Window

You may request a full refund within 7 days of your initial subscription purchase ("cooling-off period"), provided:

• The request is your first subscription on the Platform.
• You have not sent more than 50 messages through the Platform during this period.
• No WhatsApp template approvals were initiated on your behalf.

2.2 After the 7-Day Window

After 7 days, subscription fees are non-refundable except as described in Section 4 (Service Failure). This applies to:

• Monthly subscription payments (initial and renewals).
• Yearly subscription payments (pro-rata refund may be considered on a case-by-case basis for proven technical failure).
• Plan upgrades — the new plan amount is non-refundable after 7 days.

2.3 Non-Renewal

Since ZAPREACH uses one-time payments with no auto-renewal, you can simply choose not to renew when your current billing period ends. To stop using the Platform:

• Access continues until the end of your current paid billing period.
• No further charges occur unless you initiate a new payment.
• No partial refund is issued for unused days remaining in a paid period.
• To request early account closure or data deletion, email billing@zapreach.io.

The ZAPREACH wallet is used to pay for WhatsApp conversation charges (Marketing, Utility, and Authentication conversations), deducted per conversation at the rates published on the Pricing page.

• Wallet credits are non-refundable once consumed (i.e. once deducted for WhatsApp conversation charges).
• Unconsumed wallet balance (credits loaded but not yet spent on conversations) is also non-refundable, as wallet top-ups are processed as prepaid credits with no expiry.
• Unused wallet balance carries forward indefinitely while your account remains active.
• In the event of account termination by ZAPREACH for policy violations, remaining wallet balance is forfeited and no refund will be issued.
• If ZAPREACH discontinues the wallet feature, any remaining balance will be refunded in full with 30 days' advance notice.

A full or proportional refund will be considered if:

• The Platform experienced a documented outage of more than 72 consecutive hours during your paid subscription period.
• A technical failure on ZAPREACH's infrastructure — not Meta, Razorpay, or third-party providers — directly prevented you from using the core service.
• You were billed incorrectly due to a system error (e.g. double-charged or charged wrong amount).

Refunds are not issued for:

• WhatsApp/Meta API outages, rate limits, or template rejections by Meta.
• Your failure to configure WhatsApp credentials correctly.
• Account suspension due to policy violations.
• Dissatisfaction with WhatsApp message delivery rates (governed by Meta).
• Razorpay or banking-side payment failures after successful charge.

All payments are processed by Razorpay Software Private Limited (RBI-licensed payment aggregator). For refunds:

• Approved refunds are initiated by ZAPREACH through Razorpay's refund API within 2 business days of approval.
• Once initiated, refunds are credited back to your original payment instrument (card, UPI, net banking, wallet) within 5–7 business days, subject to your bank's processing time.
• Razorpay transaction fees (typically 2%) are non-refundable and will be deducted from the refund amount.
• You can track refund status at razorpay.com or by contacting your bank with the Razorpay transaction ID provided in your payment confirmation email.
• For payment disputes, you may also raise a chargeback with your card issuer. However,ZAPREACH reserves the right to contest fraudulent or illegitimate chargebacks.

1. Email billing@zapreach.io with subject: Refund Request — [Your Account Email]
2. Include: your registered email, Razorpay Order/Payment ID, subscription plan, reason for refund, and any supporting screenshots or logs.
3. We will acknowledge your request within 24 hours and provide a decision within 5 business days.
4. If approved, the refund will be initiated within 2 business days and credited within 5–7 business days.
5. If your request is declined, you will receive a written explanation and may escalate to our Grievance Officer (see Section 8).

WhatsApp conversation charges are billed directly by Meta to your WhatsApp Business Account — they are entirely outside ZAPREACH's control and are not refundable by us. For Meta billing disputes, contact Meta Business Support directly.

If you are dissatisfied with our refund decision, you may escalate to:

Unresolved disputes may be referred to the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.

ZAPREACH reserves the right to modify this Refund Policy at any time. Changes are effective 7 days after being posted. Continued use of the Platform constitutes acceptance of the updated Policy.

See also: Terms & Conditions · Privacy Policy