1. Overview
This Refund and Cancellation Policy applies to subscription fees paid directly to Waery. It should be read together with our Terms and Conditions. Nothing in this Policy limits any refund, cancellation or consumer right that cannot lawfully be excluded.
2. Free Trial
Where a free trial is offered, Customers should use the trial to evaluate compatibility, features and integrations before purchasing. A payment method may be required for some trials. The trial will convert to a paid plan only where disclosed during registration or checkout. You must cancel before the stated trial end to avoid a renewal charge.
3. First-Purchase Refund Eligibility
A Customer may request a refund of the first Waery subscription payment within 7 calendar days of the original purchase, provided that all of the following apply:
- the request concerns the Customer’s first paid Waery subscription for that organisation;
- the account has sent fewer than 100 outbound messages through Waery;
- no substantial API, campaign, automation or integration usage has occurred;
- the account has not violated our Terms, messaging policies or applicable law;
- the request is made by the account owner or an authorised billing contact; and
- the reason and transaction details are sufficient for us to verify the request.
Meeting these conditions allows us to review the request; it does not require us to refund amounts that are non-refundable under Section 4 or amounts already committed to third parties. Where applicable law provides broader rights, those rights will apply.
4. Non-Refundable Charges
Except where required by law, the following are non-refundable:
- Meta or WhatsApp messaging, template or conversation charges;
- payment gateway, currency conversion, bank or transaction fees;
- taxes already remitted or not recoverable by Waery;
- custom development, setup, migration, training or professional-service fees once work begins;
- domain, hosting, telecommunication or other third-party purchases;
- API overages, message overages and usage-based charges already consumed;
- renewal payments where cancellation was not completed before renewal;
- accounts suspended or terminated for spam, abuse, fraud, chargeback misuse or policy violation; and
- unused time remaining after cancellation, downgrade or voluntary account closure.
5. Subscription Renewals
Monthly and annual subscriptions may renew automatically. Renewal dates and billing periods are displayed at checkout or in the account. Customers are responsible for cancelling before the renewal date. A reminder may be provided as a convenience but is not guaranteed.
Renewal charges are normally non-refundable because the Service remains available for the renewed period. We may consider exceptional requests made promptly after renewal where there has been no meaningful use, but approval is discretionary unless applicable law requires otherwise.
6. Cancellation
You may cancel automatic renewal through available billing controls or by submitting a request through the contact page. Cancellation becomes effective at the end of the current paid period unless otherwise stated. You may continue using included features until then, subject to these Terms.
Deleting a WhatsApp connection, uninstalling a plugin or ceasing to use the Service does not by itself cancel a subscription. Cancellation must be completed through the designated billing process.
7. Plan Downgrades
A downgrade generally takes effect on the next renewal date. Fees already paid for the current period are not prorated or refunded. Before downgrading, review the lower plan’s limits. Data, users, numbers, automations or integrations exceeding those limits may become restricted or unavailable.
8. Duplicate, Incorrect or Unauthorised Payments
Verified duplicate payments or demonstrable billing errors will be corrected or refunded to the original payment method. Report them promptly with the invoice or transaction ID. For suspected unauthorised payment, contact us and your payment provider without delay so the account can be secured and the transaction investigated.
9. How to Request a Refund
Submit the request through our contact page using the subject “Refund Request”. Include:
- registered account email and organisation name;
- invoice, order or transaction ID;
- date and amount paid;
- reason for the request; and
- any relevant screenshots or error details.
Do not send passwords, OTPs, API secrets, full card numbers or banking credentials.
10. Review and Processing Time
We aim to acknowledge a complete request within 3 business days and ordinarily complete review within 7–10 business days. Approved refunds are returned to the original payment method where possible. Banks and payment providers may require an additional 5–15 business days to display the credit.
Refunds may be reduced by non-recoverable third-party charges where legally permitted. We will explain any approved amount or denial.
11. Chargebacks and Payment Disputes
Please contact us before initiating a chargeback so we can investigate. A chargeback may cause immediate subscription restriction while the dispute is reviewed. Fraudulent or abusive chargebacks may result in account termination and recovery of reasonable costs, subject to law.
12. Policy Changes
We may update this Policy for future purchases. The version in effect on the date of a transaction normally applies to that transaction, unless a later version is more favourable or a legal change requires otherwise.
13. Contact
For cancellation, billing corrections or refund requests, use the Waery contact page. Please submit requests from the registered account email whenever possible.