Cancellations and
Refunds Policy

1.1 Cancellation Process

• You may cancel your subscription at any time through your account dashboard or by contacting our support team at support@syncwaba.com
• Cancellations must be submitted at least 24 hours before your next billing cycle to avoid being charged
• Upon cancellation, you will receive a confirmation email within 24 hours
• Your access to paid features will continue until the end of your current billing period

1.2 Effect of Cancellation

• After cancellation, your account will automatically downgrade to the Free Forever plan at the end of the current billing period
• You will retain access to your data and contacts, subject to the limits of the Free Forever plan
• Any unused message credits or paid features will expire at the end of the billing period
• You can reactivate your subscription at any time

2.1 30-Day Money-Back Guarantee

• All new subscriptions (Start, Scale, and custom Enterprise plans) are covered by our 30-day money-back guarantee
• If you are not satisfied with our service, you may request a full refund within 30 days of your initial subscription purchase
• This guarantee applies only to first-time subscriptions, not to renewals or upgrades
• To request a refund, contact us at refunds@syncwaba.com with your account details

2.2 Partial Refunds

• For annual subscriptions cancelled within the 30-day guarantee period, a full refund will be issued
• After the 30-day period, annual subscriptions are non-refundable, but you may continue using the service until the end of your billing period
• Monthly subscriptions are not eligible for partial refunds after the 30-day guarantee period

2.3 Non-Refundable Items

The following items are non-refundable:

• WhatsApp Message Charges: Charges for template messages, conversation-based pricing, and media messages as per Meta's pricing are non-refundable as these are direct costs passed from WhatsApp/Meta
• Additional Agent Fees: Fees paid for additional agents beyond the included limit
• Additional Flow/Chatbot Creation: One-time fees for additional WhatsApp Flows or Chatbots (₹1,500 each)
• Custom Development Services: Any custom development or integration work performed at your request
• Third-Party Services: Any third-party integration or service fees

4.1 Upgrades

• You may upgrade your plan at any time
• Upgrades take effect immediately
• You will be charged a prorated amount for the remainder of your billing cycle at the new plan rate
• Your billing date will remain the same

4.2 Downgrades

• You may downgrade your plan at any time
• Downgrades will take effect at the end of your current billing period
• No refunds or credits will be issued for the remaining time in your current billing period
• Features not included in the lower plan will be disabled once the downgrade takes effect

6.1 Service Level Agreement (SLA)

• Enterprise plan customers are covered by our SLA guaranteeing 99.9% uptime
• If we fail to meet the SLA commitment, eligible customers may request service credits
• Service credits are calculated as a percentage of your monthly subscription fee based on the duration of the outage
• Credits must be requested within 30 days of the incident

6.2 Unplanned Outages

• In the event of significant unplanned service interruptions (exceeding 4 hours), we will review each case individually
• Service credits or partial refunds may be provided at our discretion
• Outages caused by third-party services (including Meta/WhatsApp infrastructure) are not eligible for credits or refunds