Refund & Cancellation Policy

This policy covers two separate types of payment on Prebit Engage: your monthly subscription (Growth/Scale/AI Omnichannel) and your prepaid wallet (used for usage beyond your plan's included allowance). They are refunded and cancelled differently — read both sections.

1. Subscription cancellation

  • Cancel anytime from your dashboard. Cancellation stops future billing but does not prorate or refund the current billing cycle already paid for — your plan remains active until the end of the cycle you already paid for.
  • Downgrading or upgrading takes effect from your next billing cycle; you keep your current plan's features until then.
  • We may suspend or terminate your subscription for breach of the Terms of Service or Acceptable Use Policy; in that case, no refund is owed for the remaining cycle.

2. Subscription refunds

  • Free trial: if you cancel during your 14-day free trial, you are not charged and no refund process is needed.
  • After the trial: subscription fees are generally non-refundable once a billing cycle has started, except where required by law or at our discretion for a documented service failure (e.g. sustained platform outage — see the SLA for defined service levels).
  • Refund requests: [email protected], reviewed within 7 business days.

3. Wallet top-ups

  • Your wallet is a prepaid balance used to pay for usage beyond your plan's bundled allowance (email overage, SMS, RCS, and the WhatsApp platform fee), per the rates on the Pricing page.
  • Wallet top-ups are processed via Razorpay and reflected in your ledger immediately on successful payment; every debit against the wallet is itemized and viewable in your dashboard.
  • Unused wallet balance: if you close your account, any unused wallet balance is refundable on request within 30 days of account closure, minus any payment-processing fees already incurred, unless the balance is below a minimum threshold of ₹500.
  • Wallet funds are not transferable between organizations/accounts.

4. Failed or disputed payments

If a subscription or top-up payment fails or is disputed/charged back, we may suspend paid features until resolved. Razorpay's own dispute-resolution process applies to card/bank-level disputes.

5. WhatsApp conversation charges — not covered by this policy

Charges billed directly to you by Meta for WhatsApp conversation costs are a separate payment relationship between you and Meta, and are not refundable through Prebit Engage.

6. How to request a refund or cancellation

Email [email protected] with your organization name and the billing cycle/transaction in question. We aim to respond within 3 business days.

7. Governing terms

This policy is part of, and should be read alongside, the Terms of Service.