Refund and Cancellation Policy

This policy applies to all payments made to CRASC Technologies Private Limited for TickWA, including subscription Plans, Wallet top-ups and any one-time service fees. It forms part of our Terms and Conditions.

You can evaluate TickWA on the free trial or the free Plan before paying. No payment is taken for these, so no refund arises. Please use this period to confirm that the Services meet your needs.

• You can cancel a paid Plan at any time from the Billing section of your account, or by writing to [email protected] from your registered email address.
• Cancellation stops future renewals. Your Plan stays active until the end of the billing period you have already paid for, after which the account moves to the free Plan or is closed.
• To avoid being charged for the next period, cancel before the renewal date.
• Downgrades take effect from the next billing period. Upgrades take effect immediately, and the amount payable is shown before you confirm.

Subscription fees are charged in advance and are not refundable, whether in full or in proportion to unused time, once a billing period has started. This includes cases where you cancel midway, do not use the Services, or are suspended for breach of our Terms or Acceptable Use Policy.

We will refund, or at your option credit to your account, the amount concerned in these cases:

• Duplicate payment: you were charged more than once for the same purchase.
• Payment taken but not credited: money was debited but the Plan was not activated or the Wallet was not topped up, and we could not fix it within 3 working days of your report.
• Charge after cancellation: a renewal was charged after we had confirmed your cancellation.
• Incorrect amount: you were charged more than the price shown at checkout because of an error on our side.
• Withdrawal of the Services: we permanently discontinue the Services, or terminate your account without cause. In that case we refund the unused part of prepaid subscription fees and any unused paid Wallet balance.

• Wallet top-ups are prepayments for message and usage charges on TickWA.
• Amounts deducted for messages that have been submitted for sending are not refundable, even if a message is later undelivered, unread, blocked by the recipient or restricted by WhatsApp. These charges include fees payable to Meta and upstream providers.
• Unused Wallet balance stays available for as long as your account is active. It is not refundable or transferable, and cannot be withdrawn as cash, except in the case of withdrawal of the Services described above.
• Promotional, bonus or complimentary credits have no cash value and are never refundable.
• If a technical fault on our platform causes an incorrect deduction, we will reverse it to your Wallet once verified.

Fees for onboarding, setup, training, integration or other custom work are not refundable once the work has started, unless a written agreement between us says otherwise.

• Write to [email protected] from your registered email address within 7 days of the charge.
• Include your workspace name, the date and amount of the transaction, the payment reference or invoice number, and the reason.
• We acknowledge refund requests within 2 working days and decide them within 7 working days. We may ask for more information to verify the request.

• Approved refunds are sent to the original payment method through the payment gateway. We do not refund in cash or to a different account.
• We initiate approved refunds within 7 working days of approval. Your bank or card issuer may take a further 5 to 10 working days to show the credit.
• Where GST was charged, we issue a credit note and refund the tax along with the amount, as permitted by GST law.

If a payment fails but your account is debited, the amount is normally reversed automatically by your bank or the payment gateway within 5 to 7 working days. If it is not, send us the transaction details and we will follow up with the gateway.

Please contact us before raising a dispute with your bank or card issuer, so that we can resolve the issue quickly. If a chargeback is raised for a valid charge, we may suspend the account until the dispute is settled.

For billing questions write to [email protected]. If you are not satisfied with the response, you may escalate to our Grievance Officer through the Contact and Grievance page.