Refunds and chargebacks
We refund unused credit and mistaken top-ups. We don't refund spent credit except for platform failures.
Our refund policy is written to be fair and predictable: you always get back money you haven't used yet, and you never pay for a failure on our side.
What's refundable
- Unused wallet balance on account closure — refunded in full to the original payment method within 7 working days.
- Duplicate top-ups — refunded in full within 48 hours of ticket.
- Platform failures (our API was down, DLR was lost) — credits back within 24 hours of ticket.
- Rejected sends (template mismatch, invalid number) — automatically credited back the same day, visible in the usage report.
What's not refundable: delivered messages, operator-side failures where the operator confirmed delivery, and opt-outs after the send (these don't cost you anyway).
Related articles in Billing & Wallet
Browse other help categories
Getting started
Create your account, add credits, and send your first message in under fifteen minutes.
SMS campaigns
Templates, DLT routing, sender IDs, delivery reports, scheduling, and retries.
WhatsApp Business API
Onboarding, template approval, chatbot flows, team inbox, quality rating, and analytics.
AI WhatsApp Agents
Train your agent, sync your catalogue, set handoff rules, and go multilingual.
Did this article help?
If something isn't clear or the steps don't match what you're seeing, tell us and we'll fix the doc the same day.