Refund Policy

1. Overview

This Refund Policy governs refund and cancellation procedures for Wapto, a white-label WhatsApp automation platform operated by Cybersync Technologies Pvt. Ltd. ("Cybersync", "we", "us", or "our").

By engaging with our Service, you acknowledge and agree to this Refund Policy. Please read it carefully before making any payments.

2. Non-Refundable Fees

2.1 Platform Build & Setup Fees

Platform build and setup fees are strictly non-refundable. These one-time fees cover:

• Full platform codebase delivery and deployment
• Custom branding implementation (logo, domain, colors)
• WhatsApp Business API account configuration
• Infrastructure setup (AWS S3, MongoDB, Meta Tech Provider)
• Initial technical onboarding and integration

Once development and deployment work begins, these fees cannot be refunded regardless of whether you choose to proceed with the service.

2.2 Annual Hosting & Support Fees

Annual hosting and support fees are non-refundable. Reasons include:

• Fees are billed in advance for the full year
• Infrastructure and hosting resources are allocated immediately
• WhatsApp Business API costs are incurred by Cybersync
• Server capacity and support resources are reserved for your instance

If you cancel mid-year, the service will remain active until the end of the billing period, but no prorated refund will be issued. Any disputes regarding billing must be raised within 7 days of invoice generation.

3. Service Cancellation

3.1 Partner-Initiated Cancellation

Partners may cancel their subscription by providing 30 days' written notice to hello@wapto.app.

• Notice Period: 30 days from cancellation request
• Service Continuity: Platform remains active during notice period
• Final Billing: All outstanding fees must be paid before cancellation
• Data Export: Partners have 30 days to export their data
• No Refunds: No refunds for current or previous billing periods

3.2 Cybersync-Initiated Cancellation

Cybersync may cancel service immediately without refund if Partner:

• Violates Terms of Service or this Refund Policy
• Fails to pay fees when due (after 7-day grace period)
• Violates WhatsApp policies leading to API suspension
• Engages in fraudulent, illegal, or harmful activities
• Damages Cybersync's reputation or business

In cases of termination due to Partner violation, all fees remain due and no refunds will be provided.

4. Exceptional Circumstances

4.1 Service Unavailability

If Wapto experiences extended downtime (exceeding 72 consecutive hours) due to Cybersync's fault:

• Partners may request a service credit equal to the downtime period
• Credit will be applied to the next month's invoice
• Cash refunds will not be provided
• Downtime must be documented and reported within 48 hours

Excluded Downtime: Service credits do not apply to downtime caused by:

• Scheduled maintenance (notified in advance)
• WhatsApp/Meta platform issues
• Third-party service provider failures
• Force majeure events (natural disasters, pandemics, etc.)
• Partner's own actions or misconfigurations
• DDoS attacks or security incidents not caused by Cybersync

4.2 Pre-Deployment Cancellation

If Partner cancels before deployment begins (within 48 hours of payment and before any work has started), a partial refund may be considered at Cybersync's sole discretion. Any processing fees, transaction charges, and administrative costs (minimum 20% of setup fee) will be deducted from the refund amount.

5. Plan Changes and Upgrades

5.1 Plan Upgrades

When upgrading to a higher plan:

• Upgrade takes effect immediately
• Prorated charges for the remaining billing period
• New plan pricing applies from next billing cycle
• Additional setup fees may apply for significant infrastructure changes

5.2 Plan Downgrades

When downgrading to a lower plan:

• Downgrade takes effect at the start of next billing cycle
• No refunds for the current billing period
• Current plan features remain available until cycle end
• Data or user limits may apply immediately upon downgrade activation

5.3 Forced Plan Changes

If your usage exceeds plan limits (user count, message volume, etc.), Cybersync may automatically upgrade your plan to accommodate usage. You will be notified before any forced upgrade. Continued usage constitutes acceptance of the new plan pricing.

6. Payment Disputes and Chargebacks

6.1 Dispute Resolution

Before initiating a chargeback or payment dispute with your bank:

• Contact us at hello@wapto.app to resolve the issue
• Provide detailed explanation of the dispute
• Allow 5-7 business days for investigation and response
• We will work in good faith to resolve legitimate concerns

6.2 Chargeback Consequences

Filing an unauthorized chargeback may result in:

• Immediate Service Suspension: Account access will be suspended pending resolution
• Termination: Account may be permanently terminated
• Data Loss: No guarantee of data retention after chargeback
• Fees: You remain liable for all fees plus chargeback processing fees (₹2,000 per incident)
• Legal Action: Cybersync reserves the right to pursue legal remedies
• Blacklist: May be permanently banned from future service use

6.3 Valid Disputes

Legitimate reasons for disputes include unauthorized charges, duplicate billing, or technical errors. We will promptly investigate and resolve valid disputes. Refunds for genuine errors will be processed within 10-15 business days.

7. WhatsApp API Account Suspension

If your WhatsApp Business API account is suspended or banned by WhatsApp/Meta:

7.1 Partner Violations

If suspension is due to Partner's policy violations:

• No Refunds: All fees remain due and non-refundable
• Service Continuity: Platform access may continue for non-WhatsApp features
• Appeal Support: Limited support for WhatsApp appeal process (not guaranteed)
• New Account: New setup fees apply if requesting new WhatsApp account

7.2 Platform-Wide Issues

If suspension affects multiple Partners due to Cybersync's actions, affected Partners may receive service credits or adjusted terms at Cybersync's discretion. This is evaluated case-by-case.

8. Free Trials and Promotional Offers

8.1 Trial Periods

If Cybersync offers a free trial or demo period:

• Trial terms will be clearly communicated
• Cancellation before trial end avoids charges
• Automatic conversion to paid plan unless cancelled
• Setup fees may still apply after trial ends

8.2 Promotional Discounts

Promotional pricing, discounts, or special offers are subject to specific terms. Early termination may result in retroactive billing at full price for the promotional period. Promotions cannot be combined unless explicitly stated.

9. Refund Request Process

For eligible refund situations (as determined by this policy):

1. Email hello@wapto.app with "Refund Request" in the subject line
2. Include account details, invoice numbers, and detailed explanation
3. Provide supporting documentation if applicable
4. Allow 7-10 business days for review
5. Receive decision via email with explanation
6. If approved, refund processed within 10-15 business days
7. Refunds issued to original payment method when possible

Refund decisions are made at Cybersync's sole discretion based on the circumstances and this policy.

10. Tax and Payment Processing

Taxes: All prices are exclusive of applicable taxes (GST, etc.). Partners are responsible for all taxes. Refunds, if approved, are processed on the net amount after taxes.

Processing Fees: Payment gateway fees, transaction charges, and bank fees are non-refundable even if a refund is approved. These fees are deducted from any refund amount.

Currency: All transactions are in Indian Rupees (INR). Exchange rate fluctuations are Partner's responsibility.

11. Data and Content After Cancellation

Upon service cancellation or termination:

• 30-Day Grace Period: Data available for export for 30 days
• Data Deletion: All Partner and end-user data deleted after 30 days
• No Recovery: Data cannot be recovered after deletion
• Backups: Backup copies may persist for up to 90 days but are not accessible
• Export Tools: Self-service data export available during grace period

Partners are solely responsible for exporting their data before the grace period ends. Cybersync is not liable for data loss after account closure.

12. Modifications to Refund Policy

Cybersync reserves the right to modify this Refund Policy at any time. Material changes will be communicated via:

• Email notification to Partners
• Prominent notice on the Platform
• Update to "Last Updated" date

Changes apply to transactions made after the effective date. Continued use of the service constitutes acceptance of the updated policy.

13. Contact Information

For refund requests, payment disputes, or questions about this policy: