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Billing & Payments

Refund & Wallet Balance Policy

Transparent terms regarding refund eligibility, unused prepaid wallet credits, active subscription cancellations, billing dispute resolutions, and payment operator conditions. Last updated: June 1, 2026.

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1. General Policy

StartMessaging operates on a prepaid wallet model for SMS and OTP services in India, and a subscription/usage model for WhatsApp. This policy outlines when refunds may be issued for prepaid wallet top-ups and how billing disputes are resolved.

2. Prepaid Wallet Balance

Wallet credits purchased for SMS and OTP APIs do not expire and remain active for eligible message sends. Wallet balance is pre-funded in INR by the user via Razorpay.

3. Refund Requests for Wallet Top-ups

If you wish to request a refund of your unused prepaid wallet balance, you must contact us within fourteen (14) days of the relevant top-up transaction. Please send an email to startmessagingdotcom@gmail.com with your registered email, payment date, and payment transaction reference from Razorpay.

We review each request fairly. Approved refunds for unused balance are typically processed within seven (7) business days to the original payment method where possible. OTPs and SMS messages already sent and successfully processed are non-refundable, as telecom and network delivery costs are incurred at send time.

4. Eligible Refund Scenarios

We may issue refunds or wallet credits in the following situations:

  • Billing errors: If you were charged incorrectly due to a system calculation error, we will credit your wallet or issue a refund for the overcharged amount.
  • Duplicate transactions: If your payment method was charged twice for the same wallet top-up, we will refund the duplicate transaction.
  • Outage compensation: If our API experiences sustained downtime (more than 4 consecutive hours) that prevents message delivery, we will credit your wallet proportionally for the affected period.

5. Non-Eligible Scenarios

Refunds will NOT be issued for:

  • Messages that are accepted and processed through our API (regardless of delivery status on the end-user device, as telecom costs are incurred at send time).
  • Change of mind or decision to discontinue using the service after 14 days from top-up.
  • Accounts suspended or terminated due to violation of TRAI guidelines, DLT rules, or our Terms of Use (e.g., sending spam or phishing messages).

6. Disputes and Support

For delivery issues, failed sends, or billing questions, reach out to our support team. We aim to resolve billing disputes promptly and will provide clarification on charges tied to your API usage and message logs where applicable.

7. Contact

For refund inquiries: startmessagingdotcom@gmail.com | Phone: +91 6376383348 | WhatsApp: +91 6376383348