Refund Policy

1. Introduction

This Refund Policy ("Policy") describes the terms and conditions under which Sendexa ("Company", "we", "us", "our") will issue refunds for our Services.

We want you to be confident in your investment in Sendexa's communication APIs and services. This Policy outlines our refund process, eligibility criteria, and timelines.

This Policy is an integral part of our Terms of Service and should be read together with our other legal documents.

2. Eligibility for Refunds

2.1 30-Day Money-Back Guarantee

• New customers are eligible for a full refund within 30 days of their first payment.
• This applies to the first subscription payment only, not to subsequent renewals.
• To qualify, you must not have used more than a reasonable amount of service (e.g., trial usage).
• The refund will be issued to the original payment method.

2.2 Prorated Refunds

• For annual or longer subscription plans, we offer prorated refunds for unused months.
• The prorated amount is calculated from the date of cancellation request.
• Prorated refunds are available for customers who have prepaid for services they no longer need.

2.3 Service Disruptions

• If we experience an extended service outage beyond our SLA, you may be eligible for a service credit.
• Credits are calculated based on the duration and impact of the disruption.
• To request a credit, you must submit a ticket within 7 days of the disruption.

3. Service-Specific Policies

Different services may have specific refund policies:

4. Refund Process

To request a refund, please follow these steps:

5. Timeline & Processing

6. When Refunds Are Denied

We reserve the right to deny refunds in the following circumstances:

7. Credits & Account Balance

7.1 Refund as Credit

• At our discretion, we may offer refunds as account credits instead of a monetary refund.
• Credits can be used for future services and never expire.
• You may request to convert credits to a monetary refund within 30 days of the credit being issued.

7.2 Service Credits for Disruptions

• Service credits are issued for SLA violations or significant service disruptions.
• Credits are calculated based on the service level agreement and the impact of the disruption.
• Service credits must be used within 12 months of issuance.

7.3 Unused Balances

• Prepaid balances on accounts that are canceled are non-refundable.
• If your account is terminated by us, any remaining balance will be forfeited.
• You may request a refund of your remaining balance if you cancel within the 30-day window.

8. Disputes & Chargebacks

8.1 Resolving Billing Disputes

• Contact us first at billing@sendexa.co to resolve any billing issues.
• We will work with you to understand the issue and find a fair resolution.
• Most disputes can be resolved quickly without the need for chargebacks.

8.2 Chargeback Policy

• Filing a chargeback before attempting to resolve the issue with us may result in immediate account suspension.
• We will investigate all chargebacks and provide evidence to the payment processor if the charge is valid.
• If a chargeback is found to be invalid, your account will remain suspended and you will be responsible for all associated fees.
• Repeated chargebacks may result in permanent account termination and legal action.

9. Service Cancellation

9.1 How to Cancel

• You can cancel your subscription at any time from your account dashboard.
• Cancellation will take effect at the end of the current billing period.
• You will still have access to the Services until the cancellation date.

9.2 Cancellation & Refunds

• If you cancel within the first 30 days, you are eligible for a full refund.
• If you cancel after 30 days, you will not receive a refund for the current billing period.
• Annual subscribers are eligible for prorated refunds for unused months after the initial 30-day period.

9.3 Data Retention After Cancellation

• After cancellation, your data will be retained for 30 days in case you decide to reactivate.
• After 30 days, your data will be permanently deleted in accordance with our Privacy Policy.
• You can request early deletion of your data by contacting support.

10. Changes to This Policy

• We may update this Policy from time to time.
• We will notify you of significant changes via email or platform notification.
• Continued use of our Services after changes constitutes acceptance of the updated Policy.
• If you do not agree to the changes, you must stop using our Services.
• The "Last Updated" date at the top indicates when this Policy was last revised.

11. Contact Us

If you have questions about this Policy or need to request a refund, please contact us: