Refund & Cancellation Policy

1. Scope and policy relationship

This Refund & Cancellation Policy applies to self-serve WayConnect subscriptions, add-ons, prepaid wallet top-ups, and other online payments unless an Order Form or written agreement states different terms. It should be read with the Terms of Service, Privacy Policy, checkout summary, invoice, and applicable provider terms.

“Subscription fee” means the recurring price for plan access. “Wallet” means the separate prepaid balance used for chargeable messaging and supported AI usage. “Billing cycle” means the monthly, quarterly, yearly, or custom period selected at checkout. Subscription access and Wallet value are separate products and are treated separately below.

2. Subscription billing

WayConnect self-serve plans are billed in advance for the selected monthly, quarterly, or yearly cycle. The plan, currency, subtotal, tax, total, billing cycle, and included limits are presented before checkout. Enterprise or custom plans follow the relevant Order Form.

The India catalogue is billed in INR and currently calculates 18% GST. The international catalogue is billed in USD with the tax treatment displayed at checkout. Tax rates and invoice treatment may change to comply with law and the billing information supplied by Customer.

Subscription fees do not include WhatsApp messaging credit. Messaging and supported AI usage require available Wallet balance and are charged separately at the displayed category or feature rate.

3. Payment authorisation and automatic renewal

WayConnect uses Razorpay for supported online payments and recurring mandates. To start a recurring plan, Customer selects an eligible payment method, reviews the checkout, agrees to the applicable policies, and authorises the provider to create and charge the mandate. Payment is credited or access is activated only after server-side verification.

A recurring subscription renews automatically for the same billing cycle and at the then-applicable amount shown or notified, including applicable tax, until cancellation becomes effective. Provider status, next charge date, and current period end are displayed in workspace billing where available.

Customer is responsible for keeping the authorised method valid and for any bank, provider, foreign-exchange, or payment-method charges. Failed payments may be retried by the provider and may result in past-due, halted, paused, restricted, or suspended plan access.

4. Trials, grants, and promotions

If WayConnect offers a trial, complimentary plan, discount, or promotional Wallet credit, the applicable duration, features, and value are shown when granted. Unless checkout expressly states that a paid mandate will begin automatically, a trial ends without a subscription charge.

A trial does not create a right to a refund after Customer separately authorises a paid plan. Promotional Wallet credit has no cash value, is non-transferable, cannot be withdrawn or refunded, and may be limited to one grant per eligible workspace. WayConnect may cancel duplicate, fraudulent, or abusive promotional credit.

5. How to cancel renewal

An eligible workspace administrator can use “Cancel renewal” in workspace billing. The interface requests confirmation and sends a cycle-end cancellation to Razorpay. When confirmed by the provider, Autopay is cancelled for the next cycle and the subscription is marked to end at the current period end.

Submit cancellation before the renewal begins processing. A cancellation made after the provider has already charged the next cycle applies to a later renewal unless a refund is required by law or approved under Section 8. Customer should keep the confirmation and verify that workspace billing shows renewal as cancelled.

• Paid access normally remains active through the displayed current period end, subject to unpaid amounts, security restrictions, and the Terms of Service.
• Deleting a user, brand, integration, app, payment-method display, or workspace record does not by itself cancel a Razorpay mandate or recurring subscription.
• If the cancellation control is unavailable or returns an error, contact support@wayconnect.co promptly from an authorised workspace email with the workspace name and provider subscription or invoice reference.

6. Upgrades, downgrades, and billing-cycle changes

When an active Razorpay Autopay subscription changes plan or billing cycle, WayConnect schedules the change for the end of the current cycle. The existing plan remains active until then, and the selected plan, cycle, limits, and price apply from the next cycle once processed by the provider.

An immediate higher-tier upgrade may create a provider-calculated prorated charge for the unused part of the current period. A scheduled renewal change does not create a refund or credit for the current cycle. Customer should review the selected plan, timing and recurring price before confirming. If a custom Order Form permits different treatment, proration or credit follows that Order Form.

7. General refund rule

Except where applicable law requires otherwise or WayConnect expressly agrees in writing, paid fees are non-refundable once the billing cycle, add-on period, implementation work, or usage begins. Cancellation prevents a future renewal; it does not reverse the current paid period.

We do not ordinarily refund or credit unused time, lower-than-expected use, unused features, unused seats or limits, a change in business needs, failure to cancel before renewal, a Customer or Connected Service configuration issue, or suspension caused by Customer's breach or third-party policy violation.

8. When a refund may be considered

WayConnect will review a complete, timely request and may approve a full or partial refund only in the circumstances below. Approval is not automatic and may require verification with the payment provider.

• A duplicate payment for the same workspace, plan, and billing period is verified.
• The amount captured materially differs from the server-verified checkout total and is not explained by tax, currency conversion, bank charges, an authorised add-on, or a scheduled plan change.
• A charge is proven to be unauthorised after reasonable account, provider, and security review, subject to applicable payment-network and legal rules.
• WayConnect confirms a billing-system error or confirms that paid access was not provisioned and could not be restored within a reasonable period.
• A refund is required by applicable consumer, payment, or other mandatory law, or is expressly required by a signed Order Form.

9. Charges normally excluded from cash refunds

• Partially used subscription periods, scheduled plan changes, unused plan limits, and voluntary early cancellation.
• Wallet value already consumed by messages or AI requests, including provider and platform usage charges.
• Taxes already remitted or legally non-refundable, currency-conversion costs, bank fees, mandate charges, and other third-party fees outside WayConnect's control.
• Custom implementation, onboarding, professional services, development, data migration, training, or other work already delivered.
• Accounts restricted because of unlawful use, abuse, non-payment, chargeback misuse, security risk, or a breach of WayConnect or Connected Service terms.
• Provider decisions relating to Meta business verification, phone-number or display-name approval, template approval, message quality, policy enforcement, account restriction, or channel availability.

10. Wallet top-ups, usage reversals, and remaining balance

A Wallet top-up is a prepaid credit purchase, not a bank deposit, stored-value account, or subscription fee. For INR top-ups, the subtotal is added to the Wallet after verification and GST is charged separately; tax is not Wallet balance. Wallet value is limited to eligible WayConnect usage and is not transferable between Customers unless WayConnect approves a documented account migration.

Verified failed-message scenarios may trigger an automatic or reviewed reversal to the Wallet using an idempotent ledger entry. A Wallet reversal restores the applicable usage debit once and is not paid out in cash.

Cancelling a subscription does not automatically refund, withdraw, or convert unused purchased Wallet balance. Operational tools require an active plan, so Customer should consider its expected usage before topping up or cancelling. Any legally required treatment of unused purchased balance will be reviewed on request; promotional balance is never refundable.

11. Service interruptions and credits

A service interruption does not automatically qualify for a cash refund. If a signed service-level agreement applies, its availability calculation, exclusions, claim deadline, and service-credit remedy control. Credits are applied to the Customer account and have no cash value unless the signed agreement or mandatory law states otherwise.

Interruptions or delays caused by Meta, WhatsApp, Google, Microsoft, Razorpay, an AI provider, internet or telecom networks, Customer configuration, scheduled maintenance, force majeure, or a Customer policy violation are not WayConnect downtime unless the applicable service-level agreement expressly says otherwise.

12. Requesting a billing review

Send the request to support@wayconnect.co from an authorised email associated with the workspace. To help us locate and verify the transaction, include all relevant information listed below.

• Workspace and organisation name, registered email, and Customer or workspace identifier if available.
• Invoice number, Razorpay payment or subscription reference, charge date, currency, and amount.
• The specific reason for the request, expected outcome, and relevant cancellation or error evidence.
• For a duplicate or incorrect charge, identify both transaction references. For an access issue, include the approximate time and error message.
• Do not send passwords, one-time passcodes, API or webhook secrets, full card or bank numbers, CVV, UPI PIN, or unnecessary personal data.

13. Review and refund processing

We may verify the request against subscription, invoice, Wallet, security, and provider records and may ask for proportionate additional information. Requests submitted by a person without billing authority may be referred to a workspace owner or rejected until authority is verified.

If approved, a cash refund is normally returned through the original payment method. WayConnect aims to initiate an approved refund within 5–10 business days after approval, but the bank, payment provider, card network, or local holiday schedule may require additional time before it appears. Provider or bank timelines are outside our control.

A refund may be reduced by a usage amount, non-refundable third-party cost, legally retained tax, or service already delivered where law and the applicable agreement permit. We will explain the approved amount or reason for denial.

14. Payment disputes and chargebacks

Contact WayConnect first so we can investigate a charge. Filing a payment dispute does not itself cancel a subscription or mandate. Customer must separately cancel renewal using the process in Section 5.

If a chargeback or payment reversal is opened, WayConnect may share relevant invoice, checkout, mandate, usage, login, and cancellation evidence with Razorpay, the bank, or payment network; place the affected invoice in dispute; and restrict paid access or Wallet value linked to the reversed payment while the matter is resolved. Fraudulent or abusive disputes may result in suspension under the Terms of Service.

15. Access and data after cancellation

Before the current period ends, Customer should export the contacts, messages, templates, chatbot configurations, files, employee records, invoices, or other Customer Content it needs and disconnect integrations where appropriate. Export availability depends on plan, role, feature, and technical limits.

When paid access ends, operational tools may become unavailable even if data or Wallet balance remains associated with the workspace. Customer Content is then handled under the Terms of Service, Privacy Policy, Data Processing Addendum, product controls, and applicable retention requirements. Cancellation does not require deletion of billing, tax, Wallet ledger, fraud, security, or audit records that WayConnect must retain.

16. Mandatory rights, contract precedence, and contact

Nothing in this Policy excludes a refund, cancellation right, cooling-off right, or other remedy that cannot legally be excluded. Business purchases may not receive consumer cancellation rights in every jurisdiction. A signed Order Form controls where it expressly provides a different cancellation, proration, credit, or refund term.

Questions, cancellation problems, and refund-review requests may be sent to support@wayconnect.co. The current version and effective date of this Policy are published on this page. Material changes apply prospectively unless law requires otherwise.