Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies to all ZapUp subscriptions, usage-based charges and message balance top-ups. It is incorporated into, and governed by, our Terms of Service and the laws of India. Capitalized terms have the meanings given in the Terms of Service.

2. Subscriptions

All subscription charges for ZapUp services are non-refundable, except as expressly described in this policy.

3. Free trial

ZapUp offers a free trial with no credit card required. No charges are made during the trial, and your paid subscription begins only when you actively subscribe to a plan. The trial exists so you can evaluate the Services before paying; charges for the first and subsequent billing cycles after you subscribe are non-refundable in accordance with this policy.

4. Cancellation

You may cancel your subscription at any time from your account dashboard or by writing to support. Cancellation takes effect at the end of the current billing cycle: fees already paid for the current cycle are not returned or prorated, your service continues until the cycle ends, and your plan will not renew thereafter.

5. Plan changes

• Upgrades take effect immediately; the price difference for the remainder of the current cycle is charged at the time of upgrade.
• Downgrades take effect from the next billing cycle. No proration, refund or credit is provided for the unused portion of a higher plan.

6. Usage charges, AI processing fees & message balance top-ups

• Platform pass-through charges: conversation-based and messaging charges levied by Meta or other platform providers are set by those providers and are non-refundable once incurred.
• AI reply processing fees: fees charged for AI-generated reply processing are consumed at the time of processing and are non-refundable.
• Message balance top-ups: top-up balances are maintained solely for the deduction of message charges and related usage fees. They are not interchangeable with, transferable to, or adjustable against platform subscription fees, and cannot be converted to cash.
• Unused top-up balance remaining at account closure or termination expires and is not refunded, except where required by applicable law.

7. Platform actions (Meta and other providers)

Actions taken by Meta or other third-party platform providers — including rejection of message templates, reductions in messaging limits or quality ratings, and restriction, suspension or termination of phone numbers, WhatsApp Business Accounts, Instagram accounts or API access — are outside ZapUp's control, are final and binding as described in our Terms of Service, and do not qualify as service issues under this policy. No refunds or credits are provided for periods affected by such platform actions.

8. Service issues

For the purposes of this policy, a “significant service issue” means verified downtime or a verified defect attributable to ZapUp's own platform that materially prevented use of a paid feature and that our team was unable to resolve. It does not include: outages or actions of Meta or other third-party platforms or infrastructure providers, scheduled maintenance, issues caused by your configuration or content, or events covered by the force majeure provisions of our Terms of Service.

9. Refund exceptions & how to request

We consider refunds on a case-by-case basis in the following situations:

• Duplicate or double-billing errors
• Significant service issues as defined in Section 8

To request a refund, email support@zapup.marketing with your account details and any supporting documentation. We review requests and respond with a decision within 5–7 business days. Approved refunds are processed within 6–10 business days, to the original payment method and in the original currency only; onward bank or card processing timelines are outside our control.

10. Chargebacks

If you believe a charge is incorrect, contact support@zapup.marketing before disputing it with your bank or card provider — most billing issues are resolved within days. Initiating a chargeback without first contacting support may result in suspension of your account pending resolution of the dispute.

11. Termination for cause

No refunds or credits are provided where an account is suspended or terminated for violation of our Terms of Service or of the terms and policies of Meta or other connected platforms.

12. Annual and long-term plans

Unless expressly stated otherwise in your order or invoice, annual and other long-term prepaid plans are non-refundable, including on early cancellation; service continues until the end of the prepaid term.

13. Final authority

All refund decisions made by ZapUp are final and are granted solely at the company's discretion.

14. Contact

For questions about this policy, write to support@zapup.marketing.