Refund & Cancellation Policy

When fees are refundable, how cancellations work, and how billing disputes are handled.

Draft for legal review — and a commercial decision. The refund terms below reflect standard practice for prepaid, consumption-based messaging platforms, but the specifics (refund windows, whether unused prepaid balance is refundable, notice periods) are Azmarq's commercial choice. Confirm each [PLACEHOLDER] and align this with your Terms of Service and any MSA before publishing.

1. Overview

What this Policy covers.

This Refund & Cancellation Policy governs fees paid to Azmarq Technovation Pvt. Ltd. ("Azmarq") for its communications platform, APIs, and related services. It should be read together with our Terms of Service and any Master Service Agreement or order form, which prevail in the event of conflict.

2. Nature of the Services and billing

Why messaging is billed the way it is.

Azmarq's messaging services are consumption-based. Charges are incurred when messages are submitted to us for transmission and routed to telecom operators, aggregators, and channel providers (including Meta for WhatsApp). Because these downstream costs are incurred on submission and are largely non-recoverable from operators, fees for messages already submitted or delivered, and for consumed services, are non-refundable, except as expressly stated in this Policy or required by law.

Prepaid wallet top-ups are drawn down as you consume messaging and other billable services. Subscription or platform fees (such as per-WABA monthly fees, inbox seats, CDP, journeys, or AI Agent Studio entitlements where charged) are billed for the applicable period.

3. Prepaid balances

What happens to unused credit.

Unused prepaid balance [is / is not] refundable. [Choose one and confirm.] Where refunds of unused balance are offered, they are limited to genuinely unused amounts, exclude any promotional, bonus, or complimentary credits, may be net of applicable transaction charges and taxes, and are subject to identity and account verification. Requests for unused-balance refunds must be made within [30] days of the cancellation or account-closure date.

4. Subscription and platform fees

Refunds on recurring charges.

Recurring subscription and platform fees are billed in advance for each period and are non-refundable for the current period once that period has begun. Cancellation stops future renewals but does not entitle you to a refund of fees for the period in progress, unless required by law.

5. Failed or undelivered messages

How delivery failures are treated.

Messaging fees are charged for submission and processing, not guaranteed delivery. A message that is not delivered due to factors outside Azmarq's control — including invalid recipient numbers, recipient opt-outs, operator or channel filtering, DND/DLT rejections, or recipient-side issues — is not eligible for a refund. Where a verified, systemic failure is attributable directly to Azmarq's platform, we may, at our discretion, issue a service credit for the affected messages under our Service Level Agreement.

6. Billing errors

Correcting mistakes on our side.

If you believe you have been charged in error, contact us within [30] days of the invoice or transaction. We will investigate in good faith and, where an error attributable to Azmarq is confirmed, correct it by refund or credit to your account.

7. Cancellation

How to cancel, and what notice applies.

You may cancel your account or a subscription by written notice to billing@azmarq.com or through the account dashboard, subject to any notice period or minimum-term commitment in your MSA or order form. Cancellation takes effect at the end of the current billing period unless otherwise agreed. You remain responsible for all charges incurred up to the effective date of cancellation.

8. Suspension and termination by Azmarq

Refund treatment when we end service for cause.

Where we suspend or terminate the Services for your breach of our Terms of Service, Acceptable Use Policy, or Anti-Spam & Messaging Compliance Policy, or for non-payment, no refund of prepaid fees or balances is due, to the extent permitted by law.

9. How to request a refund

The process and what to include.

Send refund requests to billing@azmarq.com with your account/company name, the invoice or transaction reference, the amount, and the reason. Approved refunds are made to the original payment method within [7–14] business days of approval, net of applicable taxes and charges. We may require identity verification before processing.

10. Changes to this Policy

How updates are made.

We may revise this Policy from time to time; the current version is indicated by the "Last updated" date above.

11. Contact

Where to reach us on billing matters.

Azmarq Technovation Pvt. Ltd., B012, 1st Floor, Tower B, ATS Bouquet, Sector 132, Noida, Uttar Pradesh, India 201304. Billing: billing@azmarq.com.