Legal

Refund policy

When a payment to 3xRetention is refunded, when it is not, and exactly how to ask for one.

Initial version, effective 29 September 2026. This policy will be updated after legal review, and material changes will be notified before they take effect.

1. What this policy covers

This policy covers payments your business makes to 3xRetention (registered legal entity: [to be added before launch]) for 3xRetention: the monthly platform fee, the WhatsApp conversation charges we pass through, and the GST on both. It forms part of our terms of service.

It does not cover payments your customers make to you. When a customer pays through a payment link, the money goes to your own payment gateway account — we never hold it. Refunds to your customers are between you, your customer and your gateway.

2. What is refundable

We refund the amount concerned in full when:

  • you were charged twice for the same invoice;
  • you were charged more than your invoice or your agreed plan says;
  • you were charged for a billing period that started after your cancellation took effect.

When a refund is approved, the GST charged on that amount is refunded with it, and we issue a credit note against the original invoice.

3. What is not refundable

  • The platform fee for a billing period that has already started, whether or not the service was used during it. Cancelling stops the next charge; it does not refund the current month.
  • WhatsApp conversation charges that have already been incurred — see section 4.
  • Fees for a period in which the account was suspended because of a breach of our terms, including the acceptable use rules.

4. WhatsApp conversation charges and unused credits

Meta charges for each WhatsApp conversation your account opens, and we pass that charge on to you at cost, with no markup. Once Meta has charged for a conversation, we cannot recover that amount, so conversation charges already incurred are generally not refundable — including when a message did not lead to a sale or the customer did not reply.

The exception is a billing error: if we billed you for conversations that Meta did not charge for, or billed the same conversations twice, we refund the difference.

If you have paid in advance for conversation charges and part of that balance has not been used when you close your account, the unused balance is refunded [confirm treatment of unused prepaid balance].

5. Cancellation versus refund

They are different things.

  • Cancelling ends your subscription. There is no lock-in and no cancellation fee. It takes effect at the end of your current billing period, the service keeps working until then, and you are not charged again. You can export your data before and after you leave.
  • A refund returns money you have already paid, in the cases listed in section 2. Cancelling does not by itself create a refund for the current period.

To cancel, email contact@3xretention.com from the account owner’s email address. The full cancellation terms are in section 8 of our terms of service.

6. The refund window

Ask for a refund within [confirm window] of the date of the charge. Requests after that are not normally accepted, but we will still look at a clear billing error.

7. How to request a refund

Email contact@3xretention.com from the account owner’s or billing contact’s email address, with “Refund request” in the subject line. Include:

  1. your business name and the email address on the account;
  2. the invoice number, the amount and the date of the charge;
  3. why you are asking for the refund.

We will confirm that we have received your request, and tell you in writing whether it is approved and, if not, why.

8. Processing time

We decide on a refund request within [confirm decision time] of receiving it. Approved refunds are paid back to the original payment method within [confirm processing time] of approval. Your bank or card issuer may take a few more working days to show the amount in your account.

9. Contact for disputes

If you disagree with a charge or with our decision on a refund, write to contact@3xretention.com with the details, and we will review it and reply in writing. Please contact us before raising a chargeback with your bank — most billing problems are fixed faster that way.

Postal address: 3xRetention (registered legal entity: [to be added before launch]), [registered address to be added before launch], Bengaluru, Karnataka, India. Disputes we cannot settle between us are governed by the governing law and jurisdiction section of our terms.

This policy takes effect on 29 September 2026. It is an initial version and will be replaced by a version reviewed by a lawyer.