Refund and Cancellation Policy

This Refund and Cancellation Policy ("Policy") explains how billing, refunds, and subscription cancellations work for the ActiWAPI platform operated by Acticate Tech Pvt Ltd ("Acticate", "we", "us", or "our"). It applies to all Customers who purchase or use paid or trial subscriptions through our website at https://actiwapi.com. This Policy supplements our Terms and Conditions and is incorporated by reference therein.

Summary

• Trial plan: Free. No payment is collected during the trial; no refund applies to trial access.
• Monthly subscriptions: Non-refundable after activation for the current billing period, except as stated below or required by applicable law.
• Duplicate payments: Verified duplicate charges will be refunded.
• Failed upgrades: If a plan upgrade payment fails or is charged without successful activation, eligible amounts will be refunded.
• Cancellation: Stops future renewals only. Your existing paid subscription remains active until the end of the current billing period.

Part I — Refund Policy

1. Scope and payment processor

ActiWAPI is a subscription-based SaaS platform. Payments for paid plans and add-ons are processed through Razorpay (or other payment gateways we may designate). Acticate does not store full card or UPI credentials. Refunds, where approved, are initiated by us through Razorpay to the original payment method used for the transaction, subject to Razorpay and banking network processing times.

GST-compliant tax invoices are issued for qualifying transactions in accordance with Indian tax regulations. Refund amounts may be adjusted for taxes already remitted, as permitted by law.

2. Free trial plan

New Customers may access a free trial (currently a 7-day trial on the Trial plan) without entering payment details, unless you choose to upgrade to a paid plan during or after the trial. Because no charge is collected for the trial itself:

• No refund is applicable to trial access
• Cancelling or allowing the trial to expire does not generate a refund obligation
• If you subscribe to a paid plan before or after the trial, the paid plan billing terms in this Policy apply to those charges

Trial accounts may be suspended or terminated for abuse as described in our Terms and Conditions, without refund.

3. Monthly subscriptions — non-refundable after activation

Paid subscriptions (Starter, Growth, Business, Enterprise, and monthly add-ons) are billed in advance on a recurring monthly basis unless otherwise agreed in writing.

Once a subscription payment is successfully processed and your plan is activated, fees for that billing period are non-refundable, including if you:

• Cancel mid-cycle
• Do not use the Service during the period
• Experience WhatsApp connectivity issues, message delivery failures, or third-party outages outside our control
• Are dissatisfied with features available on your current plan (you may upgrade or cancel for the next period)

This approach is standard for prepaid SaaS subscriptions and is consistent with Razorpay merchant refund practices for digital services, subject to your statutory rights under applicable Indian consumer protection law.

4. Refunds we will issue

We will issue a full or partial refund, as appropriate, in the following circumstances:

4.1 Duplicate payments

If you are charged more than once for the same subscription period or order due to a technical or processing error, contact us with transaction references. After verification, the duplicate amount will be refunded to the original payment method. Please report duplicate charges within seven (7) days of the transaction date to expedite resolution.

4.2 Failed upgrades

If you attempt to upgrade your plan and:

• Payment is captured but the upgrade does not activate on your Account within a reasonable time, or
• You are charged for an upgrade that fails due to a confirmed platform billing error on our side,

we will either complete the upgrade or refund the upgrade charge. If payment fails entirely, no charge should appear; contact us if a pending or failed authorization appears as a debit on your statement.

4.3 Erroneous or unauthorized charges

If we verify that you were charged the wrong plan amount, billed after a valid cancellation was recorded, or charged without authorization attributable to our systems, we will correct the error or refund the eligible amount.

4.4 Statutory rights

Nothing in this Policy limits remedies available to you under the Consumer Protection Act, 2019, or other mandatory provisions of Indian law where you qualify as a consumer and such law applies to your transaction.

5. Refunds we generally do not issue

Except as set out in Section 4 or required by law, we do not provide refunds for:

• Partial use of a billing period after successful activation
• Downgrades mid-cycle (downgrades take effect at the next renewal; see Part II)
• Add-ons purchased for the current period after activation
• Accounts suspended or terminated for breach of our Terms, Anti-Spam Policy, or Acceptable Use Policy
• Chargebacks initiated without first contacting us to resolve the issue (we may dispute improper chargebacks)

6. Add-on purchases

Add-ons (such as additional WhatsApp numbers, team seats, or white-label branding) follow the same monthly prepaid billing model. Add-on fees for the active billing period are non-refundable after activation. Removing an add-on stops charges on the next renewal date.

7. Refund process and timelines

To request a refund, email support@actiwapi.com with:

• Account email and business name
• Razorpay payment ID, order ID, or invoice number
• Date and amount of the charge
• Description of the issue (duplicate, failed upgrade, etc.)

We aim to acknowledge requests within three (3) business days and complete verification within seven (7) business days where information is complete. Approved refunds are initiated through Razorpay. Depending on your bank or payment method, credited funds typically appear within 5–10 business days after initiation; Razorpay and your issuer control final settlement timing.

For Razorpay-related disputes, you may also follow Razorpay's consumer support channels in parallel; we will cooperate with payment investigations as required.

Part II — Cancellation Policy

8. How cancellation works

Cancellation stops future renewals. When you cancel a paid subscription:

• Auto-renewal is turned off for that subscription
• You will not be charged for subsequent billing periods
• Your existing subscription remains active until the end of the current paid billing period (until the expiry date shown in your dashboard)
• You retain access to paid features and plan limits until that expiry date, unless we suspend your Account under our Terms

Cancellation does not entitle you to a refund for the current period except as stated in Part I.

9. How to cancel

You may cancel using any of the following methods:

• Dashboard: Go to Billing → Plan (or Subscription) and select cancel / disable auto-renewal
• Email: Send a cancellation request from your registered account email to support@actiwapi.com

Cancellation requests are processed using Indian Standard Time (IST). If you cancel on the last day of your billing period, ensure cancellation is completed before the renewal charge is initiated; we are not responsible for renewals processed before your cancellation is recorded.

10. Trial cancellation and expiry

No payment is required for the free trial. You may stop using the Service at any time during the trial. When the trial expires:

• Paid features and sending may be disabled automatically
• No renewal charge occurs unless you explicitly subscribe to a paid plan
• You may delete your Account or upgrade to a paid plan from the dashboard

11. Downgrades and plan changes

Upgrades typically take effect immediately upon successful payment, subject to Section 4.2 if activation fails.

Downgrades generally take effect at the start of the next billing period. Until then, your current plan and limits remain in force. Ensure your usage fits the downgraded plan limits before renewal to avoid interruption.

12. Add-on cancellation

Removing an add-on from your Account stops renewal for that add-on on the next billing date. Add-ons already paid for the current period remain available until period end unless removal immediately reduces limits below your usage (e.g. extra sessions), in which case we may restrict features to your base plan limits immediately per our Terms.

13. Effect at end of billing period

When your paid subscription expires after cancellation:

• Access to paid features may be downgraded or disabled
• API, campaigns, and messaging may be limited or paused per plan rules
• WhatsApp sessions may require disconnection; export data you wish to keep before expiry

Data retention after expiry is described in our Privacy Policy. We may retain data for a limited post-termination period (typically up to 30 days) before deletion from active systems, subject to legal retention requirements.

14. Account closure and reactivation

You may request full Account closure by contacting support after cancelling active subscriptions. You may resubscribe at any time through the dashboard; previous pricing or promotions may not apply. Data deleted after the retention period cannot be recovered.

15. Suspension and termination by Acticate

We may suspend or terminate your Account immediately for non-payment, abuse, spam, or breach of our Terms and Conditions. In such cases:

• Future renewals are stopped
• Refunds are generally not provided for the current or prior periods
• Access may be revoked immediately, not only at period end

16. Changes to this policy

We may update this Policy from time to time. Material changes will be posted on this page with an updated "Last updated" date. Continued use of paid Services after changes constitutes acceptance where permitted by law.

17. Contact

For refund requests, cancellation assistance, or billing questions:

• Acticate Tech Pvt Ltd (ActiWAPI)
• Billing & support: support@actiwapi.com
• Website: https://actiwapi.com

Related: Terms and Conditions, Privacy Policy, Pricing.