Refund Policy

This Refund Policy explains when and how CustomerGrip issues refunds for subscriptions, message credits and payments. It forms part of our Terms of Service and is read together with our Privacy Policy.

Subscription fees are billed in advance for the subscription period (monthly or yearly, depending on your plan). Subscription fees are refundable in the following situations:

• Failed renewal: if a renewal charge fails, no fee is collected and no refund is required.
• Duplicate charge: if we or our payment provider charge the same subscription more than once for the same period, the duplicate is refunded in full.
• Plan not activated: if you are charged for a plan that we never activate for your account, the charge is refunded in full.

Used subscription periods are non-refundable. If you cancel mid-period, the subscription remains active until the end of the period and no prorated refund is issued unless required by law.

Message credits are deducted from your wallet only when a WhatsApp message is successfully delivered. Credits are refunded automatically in the following cases:

• The message fails to deliver (carrier or Meta error).
• The recipient phone number is invalid or no longer on WhatsApp.
• A campaign is cancelled before sending begins.

Credits are not refunded when:

• A message is delivered but not read.
• A message is delivered and the recipient later opts out.
• A campaign is cancelled after sending has started, for recipients who already received the message.
• A template is rejected by Meta after submission (template submission itself does not consume credits).

If a payment is debited from your account but we do not receive confirmation from our payment provider, the charge will typically be reversed automatically within a few business days. If it is not, send us the transaction reference and we will investigate with our provider.

Duplicate payments — where the same invoice or top-up is charged twice — are refunded in full once we verify the duplicate. Please include both transaction references in your refund request so we can identify them quickly.

The following are explicitly non-refundable:

• Subscription fees for periods already used.
• Message credits consumed for successfully delivered messages.
• One-time setup or onboarding fees where work has been performed.
• Credits expired under your plan's expiry rules.

This list does not affect any statutory rights you may have under applicable law.

To request a refund:

1. Submit a request through our contact form with the subject "Refund request".
2. Include your business name, the email on the account, the transaction reference (or date and amount) and the reason for the request.
3. Our team will acknowledge receipt within 2 working days and may request additional information to verify the request.

Approved refunds are processed within 7 to 14 working days from the date of approval. The time taken for the refund to appear in your account depends on your bank or card issuer and is outside CustomerGrip's control.

Refunds are issued to the original payment method only. Where this is not possible (for example a closed card account), we will work with you to identify a reasonable alternative.

If your account is suspended or terminated for breach of our Terms, no refund is due for the current subscription period or for any message credits already consumed. Unused, non-expired credits may be refunded at our discretion where the suspension was not caused by your breach.

If CustomerGrip terminates your account for reasons not related to your breach, we will refund the unused portion of your current subscription period on a prorated basis.

For any refund-related questions, contact us at billing@customergrip.com or through our contact form. Please include as much detail as possible so we can resolve your request promptly.