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 Subscription Cancellation & Non-Renewal

ZAPREACH uses one-time payments per billing period — there is no automatic recurring charge. You can cancel at any time by choosing not to renew, or by submitting an Account Closure Request via Settings → Security → Danger Zone.

• Your subscription remains active for the full current billing period already paid for. Cancelling does not cut off your access mid-period.
• No renewal occurs after cancellation — you will not be charged for any subsequent billing period unless you initiate a new payment.
• No partial or pro-rata refund is issued for unused days remaining in a paid period (subject to the 7-day cooling-off period in Section 2.1).
• After your paid period expires following cancellation, your account enters an inactive state. Your data is retained for 30 days then deleted per our Privacy Policy.
• To permanently delete your account and request a wallet refund (if applicable), use the Account Closure Request feature described in Section 3A below.

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 may be refunded upon voluntary account closure as described in Section 3A below. Outside of an account closure request, unconsumed balance is non-refundable.
• 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.

When you voluntarily close your account using the Account Closure Request feature (Settings → Security → Danger Zone → Request Account Closure), any unconsumed wallet balance greater than ₹0 is eligible for a refund.

3A.1 Refund Methods

• UPI Transfer — Amount credited to your UPI ID within 1–2 business days of admin approval.
• Bank Transfer (NEFT) — Amount credited to your bank account within 2–4 business days of admin approval. You must provide account holder name, account number, IFSC code, and bank name.
• Forfeit — You may choose to forfeit your balance (e.g. as a donation) and proceed with closure without a refund.

3A.2 Process & Timeline

1. Submit an Account Closure Request in the app. Select your preferred refund method and provide bank/UPI details if applicable.
2. Our team reviews the request within 3 business days.
3. Once the refund is processed, the wallet balance is zeroed out and you will see a confirmation note in your closure request status on the platform.
4. After the wallet refund is confirmed, our team completes account deletion. All data is permanently deleted and cannot be recovered.
5. You will receive a confirmation email at your registered address once the account is permanently deleted.

3A.3 Conditions & Exclusions

• The minimum refundable wallet balance is ₹1. Balances below ₹1 are forfeited upon closure.
• Wallet refunds are not processed via Razorpay — they are direct bank/UPI transfers handled by the ZAPREACH finance team. Razorpay transaction fees do not apply.
• Providing incorrect bank or UPI details is the user's responsibility. ZAPREACH is not liable for funds transferred to an incorrect account based on details you submitted.
• You may cancel a pending closure request at any time before it is processed by our team, restoring your account to its normal active state.
• Wallet refunds are not available if your account is terminated by ZAPREACH for policy violations (see Section 3 above).

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.

6.1 Subscription Refund (within 7-day window)

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 via Razorpay and credited to your original payment method 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).

6.2 Wallet Balance Refund (Account Closure)

Wallet refunds on account closure are handled entirely through the in-app flow:

1. Go to Settings → Security → Danger Zone → Request Account Closure in your dashboard.
2. Select your refund method (UPI or bank transfer) and provide your payment details.
3. Our team will review and process the wallet refund within 3 business days, then confirm via your registered email before completing account deletion.
4. If you have questions about a pending wallet refund, email billing@zapreach.io with subject: Wallet Refund — [Your Account Email].

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