Refund & Cancellation Policy

Commercial guidelines governing prepaid credit top-ups, subscription plans, telecom operator charges, and cancellation requests for DialText services.

DRAFT DOCUMENT NOTICE: This policy document is tailored to the requirements of the Digital Personal Data Protection Act (DPDP) 2023, the Information Technology Act 2000, and Meta Tech Provider verification guidelines. It requires formal review and ratification by qualified Indian legal counsel prior to final operational enforcement.

1. Preamble & Nature of Services

This Refund & Cancellation Policy outlines the commercial rules applicable to payments made for CPaaS messaging services provided by DialText Infotech Private Limited (“DialText”).

Due to the real-time electronic nature of telecommunication routing and Meta WhatsApp Cloud API processing, once messages or API calls are submitted and forwarded to upstream telecom carriers (Airtel, Jio, Vi, BSNL) or Meta Platforms, wholesale transmission costs are incurred immediately.

2. Prepaid Messaging Credits & Recharge Balances

Unused Prepaid Balance: In the event that a Customer decides to discontinue DialText services and close their enterprise account, any verified unused prepaid credit balance remaining in the account wallet is eligible for a pro-rata refund, subject to a formal written request submitted within thirty (30) calendar days of discontinuation.
Consumed Credits: Credits consumed for messages that reached telecom queues, generated delivery receipts (delivered, undelivered, or rejected due to recipient DND/blacklist), are strictly non-refundable.
DLT Registration & Regulatory Fees: Statutory fees remitted to telecom DLT operators (e.g. Principal Entity approval fees, Header ID registration fees) are non-refundable as they are directly disbursed to telecom authorities.

3. WhatsApp Platform & Meta Conversation Fees

WhatsApp Business Platform conversation charges (User-Initiated and Business-Initiated Marketing, Utility, Authentication, and Service conversations) are determined and billed by Meta Platforms, Inc. DialText passes these charges through at the agreed commercial rate. Any conversation initiated by Customer cannot be reversed or refunded once dispatched.

4. Refund Request Procedure & SLAs

To initiate an unused balance refund request:

Submit a formal request from the registered corporate email address to FILL ME: Official Company Email with the subject line: Refund Request - [Account ID].
Attach the original GST payment receipt and bank account details (NEFT/RTGS mandate or cancelled cheque) matching the registered corporate entity name.
Our billing desk will reconcile account usage logs within five (5) business days and issue a formal credit note.
Approved refunds will be processed via electronic bank transfer (NEFT/RTGS) to the original corporate bank account within seven (7) to ten (10) working days.

5. Goods & Services Tax (GST) Adjustments

All refunds are processed in full compliance with the Central Goods and Services Tax (CGST) Act, 2017. DialText will issue an official GST Credit Note reflecting the refund, enabling appropriate tax adjustments under Indian tax rules.

6. Governing Venue

Any billing dispute or claim arising under this Refund Policy shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.