How our billing works

You buy credits in advance. Credits are deducted as messages are submitted, calls are placed or emails are sent. Once a message has been submitted to an operator or platform provider, the cost is incurred by us and cannot be recovered, whether or not the recipient read it.

Setup, DLT registration assistance, WhatsApp onboarding, chatbot or IVR configuration and any custom development are one-time service fees, billed separately from credits.

When we will refund

• Duplicate or failed payment — if you were charged twice, or charged without credits being added, we refund the excess in full.
• Credits never used and never activated — if we are unable to activate your service at all (for example, an operator declines your sender ID and no alternative works), we refund the unused credit balance for that channel.
• Verified platform fault — if messages were charged but never submitted to the operator because of a fault on our side, we credit or refund those messages after checking the logs.
• Amount charged in excess of the agreed rate — corrected and refunded or credited, at your choice.

When we cannot refund

• Messages, calls or emails already submitted — including those marked undelivered, blocked, DND-filtered, expired or rejected by the operator, Meta, Google or the handset.
• Credits unused because you changed your plan, changed vendor, or simply did not send.
• Setup, registration and configuration fees once the work has been carried out, whether or not the outcome was the approval you hoped for.
• WhatsApp green tick and business verification outcomes, and DLT or sender ID approvals — these are third-party decisions and the fees for our assistance are for the work done.
• Accounts suspended or terminated for breach of our acceptable use policy, or on operator instruction.
• Third-party charges already passed through to us, such as Meta conversation charges.

Validity of unused credits

Credits stay in your account while your account is active. If an account is inactive for 12 continuous months, remaining credits may lapse; we will email a reminder to your registered address before that happens. Credits have no cash value and cannot be exchanged between channels unless we agree in writing.

Cancelling a service or campaign

• A scheduled campaign can be cancelled from the panel at any time before it starts sending; credits for messages not yet submitted stay in your balance.
• A campaign already in progress cannot be recalled for messages already submitted; we will stop the remainder as quickly as the route allows.
• To close your account, email us from your registered address. There is no lock-in and no cancellation charge.

How to raise a refund request

Email prakash@ssdenterprise.co.in from your registered email within 15 days of the charge, with your account name, the invoice or transaction reference, the date and amount, and a short description of the issue. Attach a screenshot or report where relevant.

We acknowledge within 2 working days and complete our check within 7 working days. Where a refund is approved, it is processed to the original payment method within 7 to 10 working days after approval; bank timelines may add a few days. Where you prefer, we can add the amount back as service credit instead — that is usually same-day.

Chargebacks

Please raise a dispute with us before your bank or card issuer. A chargeback filed while we are actively investigating may cause your account to be suspended until it is resolved.