Payment & Refund Policy
Last Updated: January 5, 2025
This Payment and Refund Policy explains the payment terms, billing procedures, and refund policies for EzChat services provided by Symatis Solutions ("we," "our," or "us"). This policy applies to all subscription plans and WhatsApp Business API usage charges.
1. Payment Terms
1.1 Accepted Payment Methods
We accept the following payment methods:
- Credit Cards: Visa, MasterCard, American Express, RuPay
- Debit Cards: All major Indian debit cards
- UPI: Google Pay, PhonePe, Paytm, and other UPI apps
- Net Banking: All major Indian banks
- Digital Wallets: Paytm, PhonePe, Amazon Pay
- Bank Transfer: NEFT/RTGS/IMPS for Enterprise plans (by arrangement)
1.2 Currency
- All prices are displayed in Indian Rupees (INR)
- All transactions are processed in INR
- GST (Goods and Services Tax) applicable as per Indian tax regulations
1.3 Secure Payment Processing
- Payments are processed through PCI-DSS compliant payment processors (Razorpay, Stripe)
- We do not store your complete credit card information on our servers
- All payment transactions are encrypted using SSL/TLS technology
- Compliant with RBI (Reserve Bank of India) payment security guidelines
2. Subscription Billing
2.1 EzChat Platform Subscription
Billing Structure:
- Monthly Plans: Billed on the same day each month
- Annual Plans: Billed once per year with discounted pricing
- First Payment: Due immediately upon subscription activation
- Subsequent Payments: Automatically charged on your renewal date
2.2 Free Trial (If Applicable)
- New customers may be eligible for a 14-day free trial
- Credit card required to start trial
- You will not be charged during the trial period
- Cancel anytime during trial to avoid charges
- If not cancelled, paid subscription begins automatically after trial
- One free trial per customer
2.3 Auto-Renewal
- All subscriptions automatically renew unless cancelled
- You will be charged the then-current rate for your plan
- We will send a reminder email 7 days before renewal
- Cancel anytime before the renewal date to avoid charges
3. WhatsApp Business API Charges
3.1 Separate Billing
Important: WhatsApp Business API message charges are separate from your EzChat subscription and are billed based on actual usage.
3.2 WhatsApp Pricing Model
WhatsApp charges are based on Meta's official pricing structure:
- Conversation-Based Pricing: Charges apply per 24-hour conversation window
- Business-Initiated: Messages you send to users using templates
- User-Initiated: Messages in response to user inquiries (lower cost)
- Free Entry Point: 1,000 free user-initiated conversations per month
- Regional Pricing: Costs vary by recipient's country
3.3 Pricing Categories (Sample Rates - India)
| Conversation Type |
India (INR) |
Other Countries |
| User-Initiated (Free Tier) |
Free (1,000/month) |
Free (1,000/month) |
| User-Initiated |
₹0.33 |
Varies by country |
| Business-Initiated (Marketing) |
₹1.40 |
Varies by country |
| Business-Initiated (Utility) |
₹0.25 |
Varies by country |
| Business-Initiated (Authentication) |
₹0.25 |
Varies by country |
Note: Rates are subject to change by Meta. Current rates available at: WhatsApp Business API Pricing
3.4 WhatsApp Billing Cycle
- Billing Frequency: Monthly, billed in arrears (end of month)
- Usage Tracking: Real-time usage tracking in your EzChat dashboard
- Invoice Generation: Detailed invoice sent within 3 business days of month-end
- Payment Due: Due within 7 days of invoice date
- Usage Reports: Download detailed usage reports anytime
4. Additional Fees and Charges
4.1 Setup Fees
- Standard Plans: No setup fees
- Enterprise Plans: Custom setup fees may apply for dedicated onboarding
- WhatsApp BSP Registration: One-time setup fee may apply for new WhatsApp accounts
4.2 Overage Charges
- Contact Limits: Additional charge of ₹800 per 1,000 contacts over plan limit
- Message Limits: ₹1.50 per message over plan limit (EzChat platform messages)
- API Calls: ₹0.08 per API call over plan limit (Enterprise only)
4.3 Premium Features
- Custom AI training: ₹40,000 one-time fee + ongoing maintenance
- Custom integrations: Quoted based on complexity
- Dedicated account manager: ₹15,000/month additional
- White-label solution: Contact sales for pricing
5. Refund Policy
5.1 EzChat Subscription Refunds
30-Day Money-Back Guarantee (New Customers Only)
If you are a new customer and not satisfied with EzChat within the first 30 days of your initial subscription, we will provide a full refund of your subscription fee.
Conditions for 30-Day Refund:
- Applies to first-time customers only
- Must request refund within 30 days of initial payment
- Does not apply to WhatsApp API usage charges (see below)
- Does not apply to renewal payments
- Account will be downgraded to free tier or closed upon refund
5.2 No Refunds After 30 Days
- No refunds for subscription fees after the 30-day period
- No refunds for renewal payments
- No refunds for partial months or unused time
- Cancellations take effect at end of current billing period
5.3 WhatsApp API Charges - No Refunds
Important - No Refunds for WhatsApp API Usage:
WhatsApp Business API message charges are non-refundable under all circumstances. These charges are pass-through costs from Meta and cannot be refunded once messages are sent.
Why WhatsApp Charges Are Non-Refundable:
- Charges are incurred from Meta immediately upon message delivery
- Messages cannot be "unsent" once delivered to recipients
- Meta does not provide refunds for message charges
- You are responsible for all messages sent through your account
5.4 Exceptions and Special Circumstances
We may consider refunds on a case-by-case basis for:
- Billing Errors: If we charged you incorrectly
- Service Outage: Prolonged service unavailability (>72 hours) - pro-rated credit
- Duplicate Charges: Accidental duplicate billing
- Fraudulent Activity: Unauthorized charges on your account
5.5 How to Request a Refund
To request a refund:
- Email billing@ezchat.in with subject: "Refund Request"
- Include your account email and order/invoice number
- Provide reason for refund request
- We will respond within 2 business days
- If approved, refund processed within 5-7 business days
- Refund issued to original payment method
6. Failed Payments and Account Suspension
6.1 Failed Payment Attempts
- If payment fails, we will retry charging within 3 days
- We will send email notification of failed payment
- You have 7 days to update payment information
- After 7 days, account may be suspended
6.2 Account Suspension
- Suspended accounts have limited access (read-only)
- Cannot send messages or access advanced features
- Data is retained for 30 days during suspension
- Update payment to reactivate account
6.3 Account Termination
- Accounts unpaid for 30 days will be terminated
- All data will be permanently deleted after 30 days
- Outstanding balance remains due
- Account may be sent to collections for non-payment
7. Plan Changes and Downgrades
7.1 Upgrading Your Plan
- Upgrade anytime from account settings
- Pro-rated charge for remainder of billing period
- New features available immediately
- Next renewal charged at new plan rate
7.2 Downgrading Your Plan
- Downgrade anytime from account settings
- Downgrade takes effect at next billing cycle
- No refund for current billing period
- May lose access to premium features
- Data may be reduced to match new plan limits
8. Taxes
8.1 GST (Goods and Services Tax)
- All prices are exclusive of GST
- 18% GST applicable on all services as per Indian tax regulations
- GST calculated based on your billing address (GSTIN if provided)
- GST amount shown before payment confirmation
- Tax invoice provided with GSTIN details
8.2 GSTIN Registration
- Businesses can provide GSTIN for Input Tax Credit (ITC)
- Update GSTIN in your account billing settings
- Tax invoices generated with your GSTIN details
- Email billing@ezchat.in for GSTIN-related queries
9. Price Changes
9.1 Subscription Price Changes
- We reserve the right to change subscription pricing
- Existing customers receive 30 days advance notice
- Current subscription honored until next renewal
- Cancel before renewal to avoid price increase
9.2 WhatsApp API Price Changes
- WhatsApp API pricing is set by Meta and subject to change
- We have no control over Meta's pricing decisions
- Price changes effective immediately when announced by Meta
- We will notify you of significant price changes
10. Cancellation Policy
10.1 How to Cancel
- Cancel anytime from your account settings
- Or email support@ezchat.in
- No cancellation fees
- Confirmation sent via email
10.2 Effect of Cancellation
- Access continues until end of billing period
- No charges for subsequent billing periods
- Data retained for 30 days for export
- WhatsApp Business API access discontinued
- No refund for current billing period
11. Chargebacks and Disputes
11.1 Contact Us First
Before initiating a chargeback:
- Contact our billing team at billing@ezchat.in
- Most billing issues can be resolved quickly
- Chargebacks result in immediate account suspension
- Chargeback fees ($25) will be charged to your account
11.2 Dispute Resolution
- We will investigate all billing disputes
- Response provided within 3 business days
- Documentation provided for all charges
- Legitimate errors corrected immediately
12. Contact Information
For billing questions, payment issues, or refund requests:
- Billing Email: billing@ezchat.in
- Support Email: support@ezchat.in
- Phone: Available for Enterprise customers
- Business Hours: Monday-Friday, 9 AM - 6 PM EST
Questions?
If you have any questions about our payment or refund policy, please don't hesitate to contact our billing team. We're here to help!