Cancellation and Refund Policy

1. The short version

First 7 days

Full refund of the subscription fee on your first paid subscription. No questions, no forms, no retention call.

After 7 days

Subscription fees are non refundable, including the unused part of a monthly or yearly term.

Cancelling

Free, at any time, from the Billing screen. Service runs to the end of the period you have already paid for.

Message costs

Never refundable once a conversation has been delivered. That money has gone to Meta, not to us.

Unused wallet balance

Refundable on account closure, minus the payment gateway fee, if the balance is ₹500 or more.

2. The 7 day money back guarantee

How it works:

• The 7 days run from the date and time of the payment, not from when you got round to setting the account up.
• It covers the subscription fee for the plan, monthly or yearly, and the GST charged on it.
• It applies once, to your first paid subscription with us. Renewals, later upgrades and repeat subscriptions on the same account or on a second account for the same business are not covered.
• Using the platform in those 7 days does not void it. Send a campaign, build a chatbot, hook up your store. That is the point of a trial period.
• It does not cover message costs already spent with Meta, which are dealt with in clause 7.

Write to [email protected] from the email address on the account, or raise a ticket from the dashboard, with the word "refund" in the subject. We acknowledge within 24 hours and approve inside 2 working days.

3. After the 7 days

Once the 7 days have passed, subscription fees are non refundable. That includes the unused remainder of a monthly term and the unused months of a yearly term, and it applies whether you cancel, stop using the platform, or simply forget it is there.

We are stating this plainly rather than hiding it, because the trade is a real one: the 7 day window exists precisely so nobody has to commit before they know whether the product suits them. If you are unsure at day 6, ask for the refund. That is what it is for.

This does not remove any right you have under the Consumer Protection Act, 2019, and it does not apply where we have failed to deliver the service. Clause 12 covers those situations.

4. How to cancel

Cancelling is self service and free. There is no cancellation fee, no notice period, and no need to speak to anyone.

• Sign in and open Billing, then turn off automatic renewal. That is the whole process.
• If you would rather we did it, email [email protected] from the account email address. We process it within 2 working days and confirm in writing.
• To close the account entirely and have the data erased, say so explicitly. Turning off renewal stops the billing; it does not delete anything.

Cancel before the renewal date. A renewal that has already been charged is a payment for the next period, and outside the 7 day window it is not refundable.

5. What happens when you cancel

• The subscription runs to the end of the period you have paid for. You keep full access until then.
• At the end of that period the account moves to a read only state.
• For 30 days after that you can still sign in and export your contacts, conversations and media. Sending is off.
• After 90 days the data is erased in line with the retention table in the Privacy Policy.
• Your WhatsApp Business Account and phone numbers stay yours. We will help you move them to another provider, and we do not charge to do it.
• Invoices and GST records remain available, because tax law requires us to keep them.

6. What is never refundable

• Message and conversation costs already delivered through Meta. See clause 7.
• Subscription fees outside the 7 day window, including unused months of a yearly plan.
• Add ons that have been consumed, such as extra conversation packs or bulk message packs that have been drawn down.
• Onboarding, migration and setup work once it has been carried out.
• Custom development, bespoke integration and template writing once delivered.
• Managed service months already worked on the Managed plans.
• Third party charges such as Meta's business verification, domain fees or another vendor's licence.
• Payment gateway fees on a wallet balance refund, which the gateway does not return to us.
• Accounts terminated for breach of the Terms of Service, including sending without consent.

7. Message costs and wallet balance

Your subscription buys the software. What Meta charges to deliver conversations is separate, is set by Meta, and is drawn from your wallet as it is spent.

7.1 Spent balance

Once a conversation has been delivered, the cost of it has left our account and gone to Meta. We cannot recover it and we cannot refund it. This holds even inside the 7 day window, and it holds whether the message was opened, ignored or sent to the wrong list.

7.2 Unspent balance

Wallet credit you have not used is refundable when you close the account, subject to two practical limits: the balance must be ₹500 or more, and the payment gateway's transaction fee on the original top up is deducted because it is not returned to us either. Ask within 90 days of closing the account.

7.3 Messages that failed

You are not charged for a message Meta rejects before delivery. If a delivery failure is caused by a fault on our side rather than by your template, your content or your number's status with Meta, we credit the affected conversation costs back to your wallet. Raise it within 30 days with the message IDs and we will check the logs.

8. Service delivery and activation

Growcord is a digital service delivered over the internet. There is nothing to ship and no delivery address.

• Your workspace is created and available immediately on successful payment, usually within a minute or two.
• Login details go to the email address you signed up with. Check spam before you tell us they have not arrived.
• Connecting a WhatsApp number depends on Meta. Business verification and template approval are Meta's processes and run on Meta's timetable, typically anywhere from a few minutes to a few working days.
• A delay caused by Meta's review queue is not a failure of delivery on our part, though it does fall inside your 7 day window, so you can still ask for a refund if the wait is not workable for you.

9. Returns

There is no return process, because nothing physical changes hands. A subscription is ended by cancelling it under clause 4, and money comes back under the refund clauses above.

If we ever sell you hardware or a physical item, we will publish separate return terms for it at the point of sale. We do not sell any today.

10. How to claim a refund

1. Email [email protected] from the email address on the account, or raise a ticket from the dashboard.
2. Include your registered email, the invoice number or payment reference, and one line on what you are asking for. A reason is welcome but not required inside the 7 days.
3. We acknowledge within 24 hours and give you a decision within 2 working days.
4. Approved refunds go back to the original payment method. We cannot send a card payment to a bank account or vice versa, because the gateway will not permit it.

You can also call +91 88003 17861 during Monday to Saturday, 10:00 to 19:00 IST, though we will ask for the request in writing so there is a record of what was agreed.

11. Refund processing times

We initiate an approved refund within 2 working days. How long it then takes to appear is up to your bank and the payment network, not up to us.

We send you the gateway's refund reference when we initiate it. If the money has not reached you by the end of the window above, send us that reference and we will chase Razorpay on your behalf.

A failed or duplicate payment is different from a refund. Duplicates are reversed automatically once the gateway settles, usually within 5 to 7 working days, and you do not need to ask. If a payment was debited but your account was not upgraded, write to us with the reference and we will either activate the plan or return the money the same working day.

12. Exceptions and special cases

We fail to deliver the service

Where an outage on our side breaches the Service Level Agreement, service credits are payable under that document. Where a prolonged failure makes the service unusable and we cannot fix it, we refund the unused period pro rata.

We materially reduce your plan

If we remove or materially degrade a feature your plan depends on, you may cancel and take a pro rata refund of the remaining period. See clause 20 of the Terms of Service.

We terminate you without cause

You get a pro rata refund of the unused period, and 30 days to export your data.

You are terminated for breach

No refund. This includes sending to lists you had no consent for, which is the most common cause.

Meta bans or restricts your number

Not refundable. The platform kept working; the restriction sits between you and Meta. We will help you appeal it.

Force majeure lasting over 30 days

Either of us can end the subscription and the unused period is refunded pro rata.

Downgrade mid term

Takes effect at the next renewal. We do not refund the difference for the current period.

Upgrade mid term

Charged pro rata for the remainder of the period and takes effect immediately.

13. Chargebacks

If you think a charge is wrong, tell us before you tell your bank. We can usually fix it the same day, and a refund arrives faster than a chargeback does.

A chargeback raised without contacting us first suspends the account while the bank investigates, because we have to freeze the position until it is settled. Where a chargeback is decided in our favour, we may recover the bank's dispute fee before restoring service. We would much rather refund you directly.

14. If you disagree with a decision

Write to our grievance officer, Mohd Wasim, at [email protected]. Complaints are acknowledged within 24 hours and resolved within 15 days. Full contact details are on the contact page.

If you are a consumer under the Consumer Protection Act, 2019, nothing in this policy takes away your right to approach a consumer forum, and nothing here limits the rights the Consumer Protection (E-Commerce) Rules, 2020 give you.