Refund Policy

1. Overview

This Refund Policy explains how prepaid balances, fees, and adjustments work for Send99 messaging services. It should be read with our Terms of Service. For billing support, contact [email protected].

2. Prepaid credits and consumption

Most SMS and API products are sold as prepaid credits or wallet balance. Credits are consumed when messages are accepted by our platform for submission to downstream carriers, based on successful API acceptance or portal send actions, and according to the applicable rate (including multipart/segment billing). Certain lookups or verification calls debit credits per request.

3. What is generally non-refundable

Because messaging relies on third-party networks, the following are typically non-refundable once incurred:

• Credits used for messages accepted by our platform, even if delivery fails, is delayed, or DLRs are absent or inconclusive.
• Traffic blocked or filtered by carriers, DLT/template rules, handset settings, or recipient complaints, where submission was valid on our side.
• Fees for dedicated numbers, short codes, sender ID registration, or third-party pass-through charges once provisioning has started.
• Promotional or custom-quoted balances explicitly marked non-refundable.

4. Eligible refunds and corrections

We may credit or refund (to the original payment method or your wallet, at our discretion) where:

• A duplicate charge or clear billing error is identified.
• A payment was made but no material service was provisioned or usable due to a documented fault on Send99 systems.
• We agree in writing to a trial or money-back arrangement for a specific campaign.

5. Timelines

Refund requests should be sent to [email protected] with account identifiers, invoice or transaction references, and a short description. We aim to acknowledge within three (3) business days and conclude review within approximately ten (10) business days, though complex cases involving carriers or payment processors may take longer. Approved refunds to cards or bank accounts may take additional time depending on banking networks.

6. Chargebacks and payment disputes

Please contact us before initiating a chargeback. Chargebacks may result in immediate suspension, reversal of promotional credits, and recovery of fees imposed by payment processors.

7. Changes

We may update this policy by posting a new effective date on this page. The policy version matching your purchase date may apply to specific prepaid packages if contractually referenced.