Refund Policy

This Refund Policy explains the circumstances under which Msgai ("Msgai", "we", "us", or "our") will process refunds for subscriptions, add-ons, wallet recharges, and message-conversation charges.

This Policy forms part of our Terms & Conditions and should be read together with them. By subscribing to Msgai you agree to this Refund Policy.

We aim to be fair and transparent. If you believe an error has occurred or you have a legitimate refund claim, please contact us before disputing a charge with your bank — we will investigate quickly and resolve in good faith.

New accounts receive a 14-day free trial with full feature access and no payment method required. Because nothing is charged during the trial, no refund is needed when the trial ends. If you do not subscribe, your account is downgraded to a read-only state and eligible for deletion after 90 days.

Note: while the platform subscription is free during the trial, per-message conversation charges (Meta's WhatsApp rates) still apply on actual messages you send. You must keep your wallet funded to send marketing or utility messages during the trial. Wallet recharges are governed by Section 4 below.

3.1 7-day money-back guarantee for first paid cycle

For your first subscription payment only (Starter, Growth, or Business plan), you may request a full refund within 7 calendar days of the subscription start date if you are not satisfied with the Services. To qualify:

• The refund request must be sent to billing@msgai.in within 7 days of the first payment date.
• You must provide a brief reason for the refund (helps us improve).
• Your account must not have violated our Acceptable Use Policy.
• This guarantee applies to subscription fees only — not per-message charges already incurred, which remain non-refundable.

3.2 Mid-cycle cancellation

You may cancel your subscription anytime from the dashboard or by emailing us. After the 7-day window:

• Monthly billing: the cancellation takes effect at the end of the current paid month. No partial refund is issued for unused days.
• Quarterly & yearly billing: you continue to have access until the end of the prepaid term. We do not offer pro-rated refunds for unused months after the 7-day window, except where required by law.
• Plan downgrade: downgrading to a lower tier mid-cycle takes effect at the next renewal date; no refund of the difference is issued for the current cycle.

3.3 Service unavailability refunds

If the Services experience material unavailability (more than 24 continuous hours of downtime caused solely by us, excluding Meta or partner-network outages and force majeure events), we will, at our discretion, issue a pro-rated credit or refund for the affected period. Submit such claims within 30 days of the incident.

4.1 Wallet recharges

Funds added to your prepaid wallet are generally non-refundable once credited, as they represent pre-payment for usage-based services. Exceptions:

• Duplicate / accidental recharge: if you accidentally recharged the same amount twice or initiated a recharge in error and have not yet consumed the funds, contact us within 7 days for a refund.
• Failed transactions: if your bank charges you but the wallet was not credited, send us the bank statement / transaction reference and we will credit the wallet or refund within 5–10 business days.
• Account closure: on permanent account closure (initiated by you) with a balance above ₹500, you may request a refund of the unused balance minus any non-refundable charges (gateway fees, GST already remitted, message-conversation charges already settled with Meta). Refunds below ₹500 are forfeited due to processing-cost economics.

4.2 Per-message conversation charges

Once a message is delivered to Meta's WhatsApp Cloud API, an Instagram DM is sent, or an RCS message is dispatched, the corresponding wallet charge is final and non-refundable. This is because we have already paid the underlying network charge to Meta or the partner network on your behalf.

Exceptions where we may refund or credit the conversation charge:

• Duplicate billing: if our system inadvertently charged the same message twice. Our automated billing-recovery worker detects and reverses duplicates within 2 minutes; if you spot one we missed, contact us with the invoice ID and we will reconcile within 7 days.
• Failed delivery (system error on our side): if a broadcast was charged but never reached Meta because of a bug, we will reverse the charge after investigation.
• Meta-side rejection: charges incurred for messages rejected by Meta after we billed are automatically reversed by our reconciliation worker.

Charges incurred due to your errors — e.g. broadcasting to an incorrect contact list, using a wrong template, or sending to opted-out users — are non-refundable.

Add-ons (additional users, dedicated account manager, additional WABA channels) are billed on the same cycle as your base subscription and are subject to the same refund rules as subscriptions (Section 3 above).

Removing an add-on mid-cycle takes effect at the next renewal date. No partial refund is issued for unused days within the current cycle.

AI credits purchased for AI agent message processing are prepaid and non-refundable once issued, except in the case of a duplicate purchase or a failed-but-charged transaction (treated like wallet recharges in Section 4.1).

AI credits do not expire while your account remains active and do not roll over to another account.

The following are not refundable under any circumstances:

• Setup fees, professional services, or one-time onboarding charges (if any).
• Per-message conversation charges already settled with Meta or partner networks.
• Subscription fees after the 7-day money-back window for the relevant subscription.
• Charges resulting from your violation of the Acceptable Use Policy (account suspension does not entitle you to a refund).
• Reseller wallet recharges that have already been used to provision sub-client services.
• Payment-gateway transaction fees imposed by Razorpay, Zoho, PhonePe, or PayU on the original transaction.
• GST or other taxes already remitted to government authorities (these are refundable only if the underlying invoice is cancelled).

To submit a refund request, follow these steps:

• 1. Email us at billing@msgai.in from your registered email address.
• 2. Include the following details: account email, invoice number, transaction ID / payment reference, requested refund amount, and the reason for the refund.
• 3. Acknowledgement: we will acknowledge receipt within 2 business days.
• 4. Review: our billing team will investigate and respond with a decision within 7 business days.
• 5. Refund processing: if approved, we will process the refund to the original payment method. Funds typically reach your account in 7–14 business days, depending on your bank and the payment gateway.

We strongly request that you contact us first before initiating a chargeback or dispute through your bank or card network. Most issues can be resolved quickly via email, often the same day.

Unjustified or fraudulent chargebacks may result in:

• Immediate suspension or termination of your account.
• Recovery of dispute fees imposed on us by the payment gateway (typically ₹500–₹2,000).
• Legal action to recover the disputed amount and associated costs.

If you have reported a chargeback in error, you may withdraw it through your bank to restore your account.

Resellers operating under our white-label program are subject to a separate Reseller Agreement which governs their wallet, settlement, and refund terms. End-customers of a reseller should follow the reseller's refund policy first; contact us only if the reseller is unresponsive or the issue concerns the underlying platform.

Nothing in this Policy limits your rights as a consumer under the Indian Consumer Protection Act, 2019, or any other applicable law. If you believe we have not honoured a refund obligation that we are legally required to provide, you may escalate to the appropriate consumer redressal forum under that Act.

Before escalating, please raise your grievance through our internal process by emailing grievance@msgai.in — our Grievance Officer will respond within 30 days.

We may update this Refund Policy from time to time. The "Effective" date at the top reflects the latest revision. Material changes will be notified by email and on the Website at least 14 days before they take effect. The version of the Policy in effect at the time of the relevant transaction will govern that transaction.