Refunds and Cancellation

01 What this covers

This policy applies to subscription fees paid to Mosorb India LLP for Endelir. It forms part of the Terms of Service. Endelir is sold to businesses, so the statutory cooling-off rules that protect individual consumers do not apply — which is exactly why we would rather write down plainly what we will and will not do.

02 How to cancel

Email hello@endelir.com from an address on the account and say you want to cancel. That is the whole process.

• We will acknowledge within 24 hours and confirm the date your service ends.
• There is no notice period and no cancellation fee.
• We will ask once why you are leaving, because it is useful to us. You do not have to answer, and the answer makes no difference to the cancellation.
• We will not put you through a retention script or make you call someone.

03 What happens when you cancel

Your subscription runs to the end of the period you have paid for, and then stops. You keep full access until that date — we do not cut you off the moment you cancel, because you have paid for that time.

After that date the account stops billing, no further payment is taken, and access ends. We do not refund the unused part of a month as a matter of course. Cancel before your renewal date if you do not want to pay for another month.

04 Annual plans

An annual plan is discounted precisely because it is a commitment for the year. If you cancel part way through:

• the service continues until the end of the paid year;
• the unused months are not refunded as a matter of course;
• but if you are leaving because of something we did — see section 5 — the unused months are refunded in full.

If your circumstances have genuinely changed, ask. We would rather talk about it than hide behind a clause.

05 When we do refund

These are commitments, not favours. We will refund you when:

• We could not deliver the service. If Endelir was unavailable through a fault on our side for more than eight hours in a calendar month, we refund that month in proportion, or credit it against the next one — your choice. Tell us when you could not use it and we will check it against our own records. This does not cover outages caused by Meta, by your own network, or by planned maintenance we told you about in advance.
• We got the billing wrong. Overcharged, charged twice, charged after cancelling, charged for a plan you did not agree to — we refund the difference in full, and we do not require you to have spotted it within any particular window.
• We ended your account without cause. If we close your account under our 30-day notice right, we refund everything you have paid for the period after closure.
• We changed the terms or the price and you did not accept. If you cancel because of a material change we notified, we refund the unused period in full.
• We promised you something specific before you paid and it did not work. If we told you Endelir would do a particular thing for your business and it turns out it does not, tell us within 30 days of your first payment and we will refund it.

06 What we cannot refund

• Meta's message charges. These are billed by Meta to your own Meta account, at Meta's rates, and never pass through us. We have no ability to refund them and no visibility of them beyond what Meta shows you.
• Charges from anyone else — your phone number provider, your bank, a payment gateway's own fees on a refund.
• Periods during which your account was suspended for breaking the rules. If we suspended you under the Acceptable Use Policy, that time is not refunded.
• Time lost to Meta's decisions. If Meta restricts, rejects or disables your number or a template, Endelir has still been provided. We will help you deal with it, but it is not a refundable failure of our service.

07 Changing plan mid-month

Moving up a plan takes effect immediately. We charge the difference for the rest of the current period only, not a fresh full month.

Moving down a plan takes effect at your next renewal, so you keep what you have paid for until then. Check the new plan's limits before you move down: if you are over them, campaigns and additional agents stop working when the change takes effect.

08 Duplicate and failed payments

If you are charged twice for the same period, tell us and we will refund the duplicate in full — no questions, no proportion, no argument.

If a payment fails, we will tell you and try again. Nothing is suspended until an invoice is more than 15 days overdue, and we will have written to you before then.

09 How a refund is paid

• Always back to the original payment method — the same card, the same bank account. We cannot send a refund somewhere else, which is a protection against fraud rather than an inconvenience.
• We approve or decline within 7 working days of your request, and tell you which, with a reason.
• Once approved, we issue the refund within 7 working days. Your bank or card issuer then takes its own time, typically 5 to 10 working days, which is outside our control.
• We issue a credit note for the GST on any refunded amount, so your own accounts stay straight.

10 If we end your account

If we close your account by giving notice under the Terms, we refund everything you have paid for the period after it closes.

If we close it because you materially breached the Terms or the Acceptable Use Policy, we do not refund the remaining period. We will write to you first and say exactly what the breach was.

11 Your data when you leave

Cancelling does not cost you your data. For 30 days after your account closes we will, on request and at no charge, give you an export of your contacts and conversation history. After 30 days it is deleted. Section 14 of the Terms sets this out in full.

Your WhatsApp number is yours. Disconnecting it from Endelir does not affect your ownership of it, and you can connect it to another provider.

12 Disagreements

If we decline a refund and you think we are wrong, take it to our Grievance Officer, named on the legal and company details page. They acknowledge within 24 hours and will give you a final answer, with reasons, within 15 days.

Please raise it with us before asking your bank to reverse the charge. A chargeback on a live account triggers an automatic suspension at the payment provider's end, which usually makes the problem worse for both of us.