Refund & Cancellation Policy

1. Prepaid Wallet Model

Brand Elevate operates on a prepaid wallet model. You add funds to your wallet before sending campaigns. Charges are deducted from your wallet balance per message sent.

2. Automatic Refunds (Failed Messages)

The following are automatically refunded to your wallet without any request needed:

• Failed messages: If a message permanently fails (invalid number, provider rejection, etc.), the per-message cost is automatically refunded to your wallet.
• Campaign cancellation: If you cancel a campaign mid-flight, the unused reserved balance is immediately released back to your available wallet balance.
• Unused reservation: When a campaign completes, any unused reservation (e.g. campaign sent to fewer recipients than estimated) is released back to your wallet.

These automatic refunds are visible in your Wallet → Transactions as REFUND or RESERVATION_RELEASE entries.

3. Wallet Balance — No Cash Refund

Wallet credits (top-ups) are non-refundable as cash once added to your account. Wallet balance can only be used to send campaigns on the Brand Elevate platform. This is standard practice for prepaid SaaS and messaging platforms.

We strongly recommend starting with a smaller top-up amount to test the platform before adding large balances.

4. Exceptions — Wallet Cash Refund

Wallet balance refunds to your bank account may be considered only in the following exceptional circumstances:

• The Platform is permanently discontinued (we will provide at least 30 days' notice)
• A technical error on our side resulted in double-charging your account
• A payment was processed but never credited to your wallet due to a system error

To request an exceptional refund, email [email protected] with your account email, transaction ID, and reason. We will review and respond within 7 business days.

5. Payment Disputes

If a payment was deducted from your bank/card but your wallet was not credited, contact us immediately at [email protected] with the Razorpay payment ID. We will investigate and resolve within 3 business days.

6. Subscription / Plan Fees

Brand Elevate does not charge monthly subscription fees. You only pay per message sent (deducted from your wallet). There are no plan cancellation fees.

7. Contact

For any refund-related queries:
Email: [email protected]
Response time: within 3 business days