Refund Policy

This Refund Policy describes when refunds may be issued for purchases made through Sensy Connect and how to submit a request. It should be read together with our Terms & Conditions.

1. General principle

Because our products are primarily digital services delivered immediately upon payment, most purchases are final once credits are allocated, subscriptions are activated, or API balances are topped up.

2. Non-refundable items

The following are typically non-refundable after activation or use:

• Consumed or partially used subscription periods
• WhatsApp, SMS, or API credits already credited to your account
• Review credits, AI generation credits, and similar metered balances
• Whitelabel setup fees after provisioning has begun
• Third-party pass-through charges (payment gateway fees, messaging carrier costs)

3. Eligible refund scenarios

We may approve a full or partial refund at our discretion when:

• A duplicate charge occurred for the same order
• A technical failure on our side prevented delivery of the purchased service and could not be resolved within a reasonable period
• You were charged an incorrect amount due to a verified billing error
• A subscription was purchased in error and no material usage occurred within seven days of purchase

4. How to request a refund

Contact us within fourteen days of the transaction with your registered phone number or email, invoice or payment reference, and a clear description of the issue. Incomplete requests may delay processing.

5. Processing timeline

Approved refunds are initiated to the original payment method where possible. Bank and payment provider processing may take five to ten business days after approval. UPI and wallet refunds follow the timelines of the respective provider.

6. Cancellations

You may stop future renewals by not purchasing additional subscription periods. Cancelling access to the platform does not automatically entitle you to a refund for the current billing period unless covered by Section 3 above.

7. Chargebacks

Initiating a chargeback without first contacting us may result in suspension of your account while the dispute is investigated. We will provide relevant transaction records to payment partners as needed.

8. Policy updates

We may revise this Refund Policy at any time. The version in effect at the time of your purchase applies unless a more favorable remedy is required by applicable consumer protection law.