Refund Policy

Yukto is a prepaid service. You add funds to a wallet, and the applicable charges are deducted as messages are sent. Message pricing is determined by the message category (marketing, utility, authentication, or service) and by the destination country, following the categories and pricing that Meta applies.

You are charged only for messages that Meta accepts for delivery. The transaction history in your Yukto dashboard is the primary record of wallet activity, message charges, credits, and reversals.

If a message is not delivered, you are not charged for it. Where Meta reports a permanent failure after a message has been billed, Yukto reverses the charge and credits the amount back to your wallet automatically. You do not need to open a support ticket.

Wallet top ups are non refundable to your original payment method once completed, except in the circumstances below:

• The top up was duplicated or caused by a technical error
• You close your account, subject to Section 5
• Applicable consumer law gives you a right to a refund
• Yukto terminates your account for a reason other than your breach of the Terms and Conditions

Wallet credit does not expire while your account is active, earns no interest, and cannot be transferred to another account or exchanged for cash except on account closure under Section 5.

Subscription fees are charged in advance and are non refundable for the period that has already started, including where you cancel during that period. You keep access to the subscribed service until the end of the paid period.

One time setup, onboarding, configuration, and integration fees are non refundable once the work has begun because they cover work already performed.

If Yukto materially fails to deliver a paid service and cannot remedy that failure within 30 days after receiving your written notice, you may request a pro rata refund of the affected fee.

When you close your account, unused wallet balance is refunded to your original payment method after we reconcile your account. The refund is reduced by:

• Charges for messages already sent but not yet settled
• Outstanding fees or a negative account balance
• Payment processing fees that cannot be recovered
• Applicable taxes already remitted to the authorities

Request an account closure refund by emailing billing@yukto.app. Refunds are processed within 7 to 14 business days after approval. The time required for the funds to appear after processing depends on your bank or card issuer.

We do not refund wallet balances where the account was terminated for breach of the consent or prohibited use provisions in Sections 5 or 6 of the Terms and Conditions. In those cases, the balance is forfeited and applied first against any loss we incur.

No refund is due for a service interruption or message failure caused by any of the following:

• Meta suspending, restricting, or banning your WhatsApp Business Account or phone number
• Meta rejecting your templates or display name
• Meta changing its pricing, categories, or policies
• Messaging tier limits or quality rating restrictions applied by Meta
• Your own systems, network, or integration failing
• Errors or unavailability at a third party AI provider you selected
• Force majeure

Where Meta charges Yukto for a message, that cost is real and is passed through to you. Where Meta does not charge us, neither do we.

Refunds are net of GST and other taxes that have already been remitted and cannot be recovered. Where a tax refund is permitted, Yukto issues a credit note against the original invoice.

Please contact us before raising a chargeback with your bank. Most billing questions are resolved within two business days. A chargeback may trigger automatic account suspension while the matter is reviewed, in addition to any fee charged to Yukto by our payment processor.

Billing disputes must be raised within 60 days of the invoice or transaction date. The transaction history in your Yukto dashboard is the primary record used to review a dispute.

Email billing@yukto.app with the following information so we can review your request without delay:

• Your account email address or organisation ID
• The transaction ID or invoice number
• The amount in dispute
• A clear explanation of the reason for the request

We acknowledge refund requests within 2 business days and aim to decide them within 7 business days. If we decline a request, we will explain the reason. You may escalate the matter to the Grievance Officer at grievance@yukto.app.