Refund Policy

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At Sandesh Services, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions for refunds and cancellations for our digital communication services, including Bulk SMS, WhatsApp API, RCS Messaging, Website Development, Voice Call, and Digital Marketing services.

1. General Refund Policy

Refunds are processed in accordance with the following general principles:

  • Refund requests must be submitted within the specified timeframes outlined in this policy
  • Refunds are subject to verification and approval by our team
  • Refunds will be processed using the same payment method used for the original transaction
  • Processing times may vary depending on the payment method and financial institution
  • All refunds are subject to applicable service charges and fees as outlined below

2. Bulk SMS Services

2.1 Prepaid Credits

  • Unused SMS credits are generally non-refundable once purchased
  • Refunds may be considered on a case-by-case basis for unused credits if requested within 7 days of purchase
  • Refunds for unused credits are subject to a 10% processing fee
  • Credits that have been partially used are not eligible for refund

2.2 Service Issues

  • If service delivery fails due to technical issues on our end, we will credit your account or provide a refund
  • Failed deliveries due to incorrect recipient numbers or network issues are not eligible for refund
  • Refunds for service issues must be requested within 30 days of the incident

3. WhatsApp API Services

3.1 Subscription Plans

  • Monthly/annual subscription fees are non-refundable once the subscription period has commenced
  • If you cancel your subscription before the renewal date, you will continue to have access until the end of the current billing period
  • No refunds are provided for partial subscription periods

3.2 Setup Fees

  • One-time setup fees are non-refundable once setup has been initiated
  • If setup is cancelled before work begins, a 50% refund may be provided
  • No refunds are available once setup is completed

4. RCS Messaging Services

  • RCS messaging credits follow the same refund policy as Bulk SMS services
  • Unused credits may be eligible for refund if requested within 7 days of purchase, subject to a 10% processing fee
  • Service delivery issues will be handled on a case-by-case basis

5. Website Development Services

5.1 Project Cancellation

  • If a project is cancelled before work begins, a full refund will be provided
  • If a project is cancelled after work has commenced, refunds will be calculated based on work completed
  • Refunds for cancelled projects are subject to a 15% administrative fee
  • No refunds are available once the project is completed and delivered

5.2 Milestone Payments

  • Milestone payments are non-refundable once the milestone is completed and approved
  • If a project is cancelled mid-way, you will be charged only for completed milestones
  • Unused milestone payments may be refunded, subject to administrative fees

5.3 Maintenance and Support

  • Monthly/annual maintenance fees are non-refundable
  • If you cancel maintenance services, you will continue to receive services until the end of the current billing period

6. Voice Call Services

  • Prepaid voice call credits follow the same refund policy as Bulk SMS services
  • Unused credits may be eligible for refund if requested within 7 days of purchase, subject to a 10% processing fee
  • Completed calls are not eligible for refund
  • Service issues will be addressed on a case-by-case basis

7. Digital Marketing Services

7.1 Campaign Services

  • Digital marketing campaign fees are generally non-refundable once the campaign has launched
  • If a campaign is cancelled before launch, a full refund will be provided
  • If a campaign is cancelled after launch, refunds will be calculated based on services rendered
  • Refunds for cancelled campaigns are subject to a 20% administrative fee

7.2 Monthly Retainers

  • Monthly retainer fees are non-refundable once the month has commenced
  • If you cancel your retainer, you will continue to receive services until the end of the current billing period
  • No refunds are provided for partial months

8. Processing Fees and Charges

The following fees may apply to refunds:

  • Administrative Fee: 10-20% depending on the service type and timing of cancellation
  • Payment Processing Fee: Any fees charged by payment processors are non-refundable
  • Bank Charges: Bank transfer charges, if applicable, will be deducted from the refund amount

9. Refund Processing Time

Refund processing times vary by payment method:

  • Credit/Debit Cards: 5-10 business days
  • Bank Transfers: 7-14 business days
  • UPI: 3-5 business days
  • Digital Wallets: 3-7 business days

Please note that processing times may be longer during holidays or peak periods. We will notify you once the refund has been processed.

10. Non-Refundable Items

The following items are non-refundable:

  • Services that have been fully delivered and accepted by the customer
  • Custom development work that has been completed
  • Third-party fees and charges (domain registration, hosting, etc.)
  • Services used or consumed (messages sent, calls made, etc.)
  • Setup fees after setup has been completed
  • Any fees or charges incurred due to violation of terms of service

11. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer support team via email, phone, or through your account dashboard
  2. Provide the following information:
    • Your account details or order number
    • Reason for refund request
    • Supporting documentation (if applicable)
  3. Our team will review your request and respond within 2-3 business days
  4. If approved, we will process the refund according to the timelines specified above

12. Dispute Resolution

If you are not satisfied with our refund decision, you may:

  • Request a review by our management team
  • Provide additional documentation or information to support your case
  • Contact us to discuss alternative solutions, such as service credits or adjustments

We are committed to resolving disputes fairly and in good faith.

13. Special Circumstances

We understand that special circumstances may arise. Refund requests will be evaluated on a case-by-case basis for:

  • Medical emergencies
  • Natural disasters or unforeseen events
  • Technical issues that significantly impact service delivery
  • Other extenuating circumstances as determined by our management

14. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically. Continued use of our services after changes constitutes acceptance of the updated policy.

15. Contact Information

For refund requests or questions about this policy, please contact us:

Our customer support team is available to assist you with refund requests and answer any questions you may have.

By using our services, you acknowledge that you have read, understood, and agree to this Refund Policy. We are committed to providing fair and transparent refund processes while maintaining the quality and sustainability of our services.