Refund & Cancellation Policy

1. Overview

Beth Soft Technologies India Private Limited ("Beth Technologies," "we," "us") is committed to ensuring customer satisfaction with our SaaS products and services. This Refund and Cancellation Policy governs the terms under which customers may cancel their subscriptions and request refunds for our products, including WizMessage, AI Helpdesk, and other SaaS offerings.

This policy is drafted in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable guidelines issued by the Reserve Bank of India for digital payment refunds.

2. Cancellation Policy

2.1 How to Cancel

You may cancel your subscription at any time through any of the following methods:

• Self-Service: Log in to your account → Settings → Subscription → Cancel Subscription
• Email: Send a cancellation request to support@bethtechnologies.com from your registered email address with subject line "Subscription Cancellation — [Your Account ID]"
• Support Portal: Submit a cancellation ticket at bethtechnologies.freshdesk.com
• WhatsApp: Message us at +91 80750 60280 with your cancellation request

2.2 Cancellation Acknowledgment

Upon receiving your cancellation request, we will:

• Acknowledge receipt within 48 hours via email
• Process the cancellation within 3 business days
• Send a confirmation email with cancellation details, effective date, and any applicable refund information

2.3 Effect of Cancellation

• Your subscription will remain active until the end of your current paid Billing Cycle. You will continue to have full access to the Services during this period.
• No further charges will be made after cancellation is processed.
• Auto-renewal will be disabled immediately upon cancellation.
• Your Customer Data will be retained for 30 days after the subscription end date. During this period, you may export your data. After 30 days, data will be permanently deleted.
• No cancellation charges will be levied for cancellation of subscription, in compliance with the Consumer Protection (E-Commerce) Rules, 2020.

3. Refund Eligibility

Refund eligibility depends on the timing of your cancellation request and the nature of the subscription:

3.1 Cooling-Off Period (Full Refund)

3.2 Pro-Rata Refund (Monthly Plans)

For monthly subscription plans cancelled after the 7-day cooling-off period:

• No pro-rata refund is provided for the current month
• Service continues until the end of the paid month
• No further charges after current month ends

3.3 Annual Plan Refunds

For annual subscription plans cancelled after the 7-day cooling-off period:

• If cancelled within the first 30 days: Refund of the unused months (pro-rata), minus a 15% early termination adjustment
• If cancelled after 30 days but within 6 months: Refund of 50% of the remaining unused months
• If cancelled after 6 months: No refund for the remaining period; service continues until annual plan expiry

3.4 Service Deficiency Refund

If you experience a material service deficiency — defined as a failure of our Platform to perform its core functions as described in our service documentation for a continuous period exceeding 72 hours (excluding scheduled maintenance and third-party outages) — you may be eligible for a full or partial refund irrespective of the above timelines. Such claims must be submitted within 15 days of the deficiency.

4. Refund Schedule — Quick Reference

5. Non-Refundable Items

The following charges are non-refundable under any circumstances:

6. Free Trial Policy

• Our free trial does not require payment information. No charges are incurred during the trial period.
• At the end of the free trial, you must actively subscribe to a paid plan. We will not auto-charge you without explicit subscription action.
• If you subscribed to a paid plan and believe you were charged during what you understood to be a trial period, please contact us within 7 days for a full refund.
• Free trial limits (message count, features) are specified at the time of trial activation and may vary.

7. Meta API Costs — Special Provisions

WhatsApp Business API message delivery charges are levied by Meta Platforms Inc. and are distinct from Beth Technologies' subscription fees. Important clarifications:

• Pass-Through Billing: Where Meta API costs are billed through our Platform, these charges are pass-through costs. Beth Technologies acts only as a billing facilitator and does not mark up Meta's published rates.
• Non-Refundable: Once a WhatsApp conversation is initiated and the Meta charge is incurred, it cannot be reversed or refunded by Beth Technologies, regardless of message delivery outcome.
• Failed Messages: If messages fail to deliver due to an issue on our Platform (not Meta's systems), and Meta charges were incurred, we will issue a service credit equivalent to the Meta charges for the failed messages. This credit will be applied to your next billing cycle.
• Disputes: For disputes regarding Meta charges or WhatsApp API pricing, you should contact Meta directly through the Meta Business Suite.

8. Custom Development & Professional Services

Refund terms for custom services (chatbot development, CRM integration, API development, WhatsApp commerce setup) are governed by the Statement of Work (SOW) or service agreement signed for the specific engagement. In the absence of specific SOW terms:

Project completion percentages are determined based on milestones defined in the SOW. In case of disagreement, an independent technical assessment may be conducted at shared cost.

9. How to Request a Refund

10. Refund Processing Details

10.1 Refund Method

Refunds will be processed to the original payment method used for the transaction:

If the original payment method is no longer valid (e.g., expired card, closed bank account), we will work with you to arrange an alternative refund method (typically NEFT/IMPS to your bank account).

10.2 Refund Currency

All refunds will be issued in Indian Rupees (INR). For international payments, the refund amount will be converted at the prevailing exchange rate at the time of processing. Any currency conversion charges levied by your bank or payment provider are your responsibility.

10.3 Tax Treatment

If GST or other taxes were included in the original payment, the refund will include the proportional tax amount. A credit note will be issued for accounting purposes.

11. Plan Downgrades

Instead of cancelling, you may downgrade to a lower plan at any time:

• The downgrade takes effect at the start of your next Billing Cycle
• No refund is issued for the price difference during the current cycle
• Features exclusive to your current plan will become unavailable upon downgrade
• If your usage exceeds the limits of the lower plan (e.g., active chatbots, connected accounts), you will be prompted to reduce usage before the downgrade takes effect
• Customer Data associated with higher-plan features (e.g., advanced chatbot configurations) will be preserved for 30 days, after which it may be removed

12. Termination by Beth Technologies

If Beth Technologies terminates your account:

• For policy violation (breach of Terms, Acceptable Use Policy, or WhatsApp policies): No refund will be issued. Any outstanding balance remains payable.
• For non-payment: Service is suspended after 7 days of non-payment. Account is terminated after 30 days. No refund applies, and outstanding amounts remain payable.
• Without cause: In the unlikely event we terminate your account without cause, you will receive a full pro-rata refund for the unused portion of your subscription and 30 days to export your data.

13. Service Discontinuation

If Beth Technologies decides to permanently discontinue a Service:

• We will provide a minimum of 90 days' advance written notice
• A full pro-rata refund will be issued for the unused portion of your subscription from the discontinuation date
• We will provide data export tools and reasonable assistance to migrate your data
• Where feasible, we will recommend alternative services or migration paths

14. Common Scenarios

Here are practical examples of how this policy applies in common situations:

15. Disputes & Escalation

If you disagree with a refund decision:

15.1 Internal Escalation

1. Level 1 — Support Team: Contact billing@bethtechnologies.com. Response within 48 hours.
2. Level 2 — Billing Manager: If unsatisfied with Level 1, request escalation to the Billing Manager. Resolution within 7 business days.
3. Level 3 — Grievance Officer: If still unsatisfied, escalate to our Grievance Officer at grievance@bethtechnologies.com. Final internal resolution within 15 business days.

15.2 External Remedies

If you are not satisfied with our internal resolution, you may:

• File a complaint with the Consumer Disputes Redressal Commission (District, State, or National) as applicable under the Consumer Protection Act, 2019
• Initiate dispute resolution as outlined in our Terms and Conditions (arbitration seated in Kochi, Kerala)
• Contact your bank or payment provider to initiate a chargeback (note: we may contest unwarranted chargebacks)

15.3 Chargeback Policy

We request that customers contact us before initiating a chargeback with their bank or credit card provider. Chargebacks initiated without prior good-faith communication may result in account suspension. We reserve the right to contest chargebacks that we believe are unwarranted.

16. Contact Information