Refund, Cancellations and Returns Policy

1. General Refund Policy

1.1 No Refund Policy

As a general rule, all payments made for Conek services are non-refundable. This includes but is not limited to:

• Monthly subscription fees
• Annual subscription fees
• Pre-paid message credits
• One-time setup fees
• Additional service charges
• Overage fees

1.2 Rationale

Due to the nature of our digital service and the immediate access provided to our WhatsApp Business platform, we maintain a strict no-refund policy because:

• Our Service provides instant access to communication tools and features
• Message credits are consumed immediately upon sending
• Server resources and third-party API costs are incurred immediately
• WhatsApp Business API fees are non-refundable through Meta
• Digital services cannot be "returned" once accessed

2. Exceptions to the No-Refund Policy

While our general policy is no refunds, we may provide refunds in the following exceptional circumstances:

2.1 Service Non-Delivery

If we fail to deliver the Service you paid for due to technical issues on our end, and we are unable to resolve the issue within 14 days, you may be eligible for a full or partial refund.

2.2 Duplicate Charges

If you are accidentally charged multiple times for the same service or subscription, we will refund the duplicate charge(s) in full.

2.3 Unauthorized Transactions

If your payment method was used without your authorization, and you report this to us within 30 days with supporting documentation, we will investigate and may issue a refund.

2.4 Service Outages

In cases of extended service outages (more than 72 consecutive hours) caused by issues within our control, we may provide:

• Pro-rated account credits
• Extended subscription period
• Additional message credits

Note: This does not apply to outages caused by third-party services including WhatsApp/Meta, internet service providers, or force majeure events.

2.5 Billing Errors

If we make an error in billing you (charging incorrect amount, wrong plan, etc.), we will correct the error and refund any overcharge.

2.6 Legal Requirements

Refunds may be provided where required by applicable consumer protection laws in South Africa or other jurisdictions.

3. Cancellation Policy

3.1 Subscription Cancellations

You may cancel your subscription at any time through:

• Your account dashboard
• Contacting our support team at info.connect.platform@gmail.com

3.2 Cancellation Effective Date

When you cancel your subscription:

• Monthly Plans: Access continues until the end of your current billing cycle
• Annual Plans: Access continues until the end of your paid annual period
• Pre-paid Plans: Remaining message credits remain available until expiration date

3.3 No Refund Upon Cancellation

Cancelling your subscription does not entitle you to a refund of:

• Any fees already paid for the current billing period
• Unused message credits
• Any promotional discounts or credits applied
• Setup fees or one-time charges

3.4 Reactivation

If you cancel and later wish to reactivate:

• You may reactivate at any time by subscribing to a new plan
• Previous pricing may not be honored if promotional periods have ended
• Account data may be retained for 180 days after cancellation
• Message credits from previous subscriptions do not carry over

4. Message Credits and Pre-Paid Services

4.1 Message Credit Expiration

Pre-paid message credits are subject to the following terms:

• Validity Period: 30 days from date of purchase
• Non-Transferable: Credits cannot be transferred between accounts
• Non-Refundable: Unused credits are not refundable
• No Extensions: Expired credits cannot be extended or recovered

4.2 Failed Message Delivery

If messages fail to deliver due to:

• Our Platform Issues: Credits will be refunded to your account
• WhatsApp API Issues: Credits may be refunded at our discretion
• Invalid Recipient Numbers: No credit refund
• Blocked Numbers: No credit refund
• Customer Device Issues: No credit refund

4.3 Bulk Credit Purchases

Bulk message credit purchases follow the same no-refund policy. We recommend starting with smaller packages to test the service.

5. Free Trials and Promotional Offers

5.1 Free Trial Period

If you sign up for a free trial:

• The trial is completely free with no credit card required
• You can cancel at any time during the trial period
• After trial expiration, you must purchase a paid plan to continue
• Trial message credits do not roll over to paid plans

5.2 Promotional Discounts

Promotional offers and discounts:

• Are subject to specific terms and conditions
• Cannot be combined with other offers unless stated
• Are non-refundable once applied
• May have limited availability or expiration dates

5.3 Promotional Credits

Promotional message credits or account credits:

• Have no cash value and cannot be refunded
• Must be used within the specified promotional period
• May have restrictions on usage
• Expire according to promotional terms

6. Downgrade and Plan Changes

6.1 Downgrading Your Plan

If you downgrade to a lower-tier plan:

• The change takes effect at the end of your current billing cycle
• No refund is provided for the difference in plan pricing
• You retain access to current plan features until the billing cycle ends
• Message credits do not transfer between plans

6.2 Upgrading Your Plan

If you upgrade to a higher-tier plan:

• The upgrade takes effect immediately
• You are charged the pro-rated difference for the remainder of the billing cycle
• Your next billing date remains the same
• Previous plan credits may be forfeited depending on the new plan structure

7. Account Suspension and Termination

7.1 Suspension for Non-Payment

If your account is suspended due to non-payment:

• You must pay all outstanding fees to reactivate
• No refunds are provided for the suspension period
• Message credits may expire during suspension
• Account data is retained for 30 days before permanent deletion

7.2 Termination for Policy Violations

If we terminate your account for violating our Terms and Conditions or Acceptable Use Policy:

• No refunds are provided for any fees paid
• All message credits are forfeited
• Access to the Service is immediately revoked
• Account data may be deleted immediately

7.3 Voluntary Account Closure

If you voluntarily close your account:

• This is treated as a cancellation (see Section 3)
• No refunds are provided for remaining subscription time
• All unused message credits are forfeited
• Account data is retained for 180 days before permanent deletion

8. Refund Request Process

8.1 How to Request a Refund

If you believe you qualify for a refund under one of the exceptions in Section 2:

1. Contact us within 30 days of the charge via:
   • Email: info.connect.platform@gmail.com
2. Provide the following information:
   • Your account email and business name
   • Transaction date and amount
   • Detailed explanation of why you're requesting a refund
   • Supporting documentation (if applicable)
3. Wait for our review (typically 5-10 business days)

8.2 Refund Review Process

When you submit a refund request:

• We will review your request within 10 business days
• We may request additional information or documentation
• We will notify you of our decision via email
• Our decision is final and not subject to appeal

8.3 Refund Processing Time

If your refund is approved:

• Refunds are processed within 10 business days of approval
• Refunds are issued to the original payment method
• Bank processing time may add 5-10 additional business days
• You will receive a confirmation email when the refund is processed

8.4 Partial Refunds

In some cases, we may offer partial refunds:

• Pro-rated refunds for service outages
• Partial refunds for significant service degradation
• Account credits in lieu of monetary refunds

9. Payment Disputes and Chargebacks

9.1 Contact Us First

Before initiating a chargeback or payment dispute with your bank:

• Please contact us directly to resolve the issue
• Most billing issues can be resolved quickly through customer support
• Chargebacks may result in account suspension or termination
• We will work with you in good faith to address legitimate concerns

9.2 Chargeback Consequences

If you initiate a chargeback without contacting us:

• Your account will be immediately suspended
• We may terminate your account if the chargeback is unjustified
• You may be responsible for chargeback fees
• Future services may be denied

9.3 Valid Chargeback Reasons

Valid reasons to file a chargeback include:

• Fraudulent or unauthorized charges
• Services not delivered as described after 30 days
• Duplicate charges not resolved by our support team
• Technical errors in billing that we refuse to correct

10. South African Consumer Protection Act

10.1 Your Rights Under the CPA

As a consumer in South Africa, you have certain rights under the Consumer Protection Act (CPA), including:

• Right to fair and honest dealing
• Right to receive goods and services that work properly
• Right to cancel certain agreements
• Right to clear and accurate information

10.2 Cooling-Off Period (Direct Marketing)

If you signed up as a result of direct marketing (phone call, email campaign, etc.):

• You have 5 business days to cancel without penalty
• You must notify us in writing of your cancellation
• Full refund will be provided if no services have been consumed
• Pro-rated refund may apply if some services were used

10.3 CPA Does Not Apply To:

Please note that certain CPA provisions do not apply to:

• Transactions over R1,000,000
• Business-to-business transactions (in certain cases)
• Digital content and services already delivered

11. Returns Policy

11.1 Nature of Digital Services

As Conek provides digital services (Conek Communication platform):

• There are no physical products to return
• Access to the platform constitutes delivery of the service
• Digital services cannot be "returned" once accessed

11.2 No Returns on Digital Products

We do not accept returns on:

• Subscription access (monthly or annual)
• Message credits (pre-paid or post-paid)
• Account setup fees
• Training or onboarding services
• Custom development or integration work

12. Special Circumstances

12.1 Force Majeure

No refunds will be provided for service interruptions caused by:

• Natural disasters (floods, earthquakes, storms)
• Power outages or internet infrastructure failures
• Government actions or regulations
• WhatsApp/Meta platform outages
• Cyberattacks or security incidents beyond our control
• Pandemics or public health emergencies

12.2 Third-Party Service Failures

We are not responsible for refunds due to:

• WhatsApp Business API downtime
• Meta platform policy changes
• Payment processor failures
• Cloud hosting provider issues

12.3 Extraordinary Circumstances

In exceptional cases not covered by this Policy, we reserve the right to:

• Offer discretionary refunds or credits
• Extend subscription periods
• Provide additional message credits
• Offer alternative compensation

Such decisions are made on a case-by-case basis and do not set precedent for future claims.

13. Modifications to This Policy

We reserve the right to modify this Refund, Cancellations and Returns Policy at any time. Changes will be effective upon:

• Posting the updated Policy on our website
• Updating the "Last Updated" date
• Notifying active subscribers via email for material changes

Your continued use of the Service after policy changes constitutes acceptance of the modified terms.

14. Questions and Support

If you have questions about this Policy, cancellations, or believe you qualify for a refund exception, please contact us:

We strive to respond to all inquiries within 2 business days.