Refund and Cancellation Policy

Last Updated: 23- DEC- 2024

At Advanzala Infotech Private Limited, we strive to provide high-quality cloud telephony and digital communication services. Because our services involve the allocation of resources and the purchase of carrier credits, our refund policy is governed by the following terms:

Refund, Cancellation & Subscription Policy

Effective Date: 23- DEC- 2024

Last Updated: 23- DEC- 2024

This Refund, Cancellation & Subscription Policy (“Policy”) governs payments made to Advanzala Infotech Private Limited (“Advanzala”, “we”, “us”, or “our”) for services, subscriptions, software, communication solutions, integrations, professional services, and other products or services offered through Advanzala.in, Advanzala.com, our sales representatives, authorised partners, invoices, quotations, payment links, or any other authorised channel.

By purchasing, subscribing to, activating, renewing, or using any Advanzala service, the customer (“Customer”, “you”, or “your”) acknowledges that they have read, understood, and agreed to this Policy.

1. Scope of This Policy

This Policy applies to services offered by Advanzala, including but not limited to:

• WhatsApp Business API / WhatsApp Business Platform solutions

• WhatsApp marketing and communication platforms

• Chatbots and automation solutions

• Shared WhatsApp inbox solutions

• RCS messaging

• SMS and bulk messaging solutions

• Voice broadcasting

• IVR services

• Toll-free numbers

• Virtual numbers

• Cloud telephony

• Auto dialer solutions

• Call recording and call analytics

• AI voice agents and AI calling solutions

• AI chatbots

• CRM software and CRM integrations

• Odoo integrations

• Zoho integrations

• Shopify and WooCommerce integrations

• IndiaMART, Justdial and lead-management integrations

• API integrations

• Webhook integrations

• Custom software development

• Website development

• SaaS subscriptions

• Server or hosting services

• Setup, onboarding and implementation services

• Training and consultation

• Third-party licenses or services procured for a Customer

• Any other technology, communication, automation or consulting service supplied by Advanzala.

2. General Refund Principle

Advanzala primarily provides digital, SaaS, communication, configuration, integration and professional services.

Many services involve immediate allocation of resources, software accounts, telephone numbers, licenses, API configurations, server resources, third-party credits, technical manpower or onboarding activities.

Therefore, payments are generally non-refundable once the relevant service has been activated, provisioned, configured, licensed, allotted, implemented or work has commenced, except where:

1. Advanzala is unable to provide the purchased service;

2. the Customer has been charged more than once for the same transaction;

3. an incorrect amount has been charged due to an error attributable to Advanzala;

4. a refund has been specifically agreed to by Advanzala in writing; or

5. a refund is otherwise required under applicable law.

A Customer changing their mind after purchasing or activating a service does not automatically create a right to a refund.

3. Refund Before Service Activation

If a Customer has made payment but Advanzala has not yet started provisioning, onboarding, account creation, number allocation, API setup, development, configuration or any other work, the Customer may submit a cancellation request.

Such requests should preferably be submitted within 7 calendar days from the date of payment.

Advanzala will review the status of the order.

If no work, procurement, provisioning or third-party expense has commenced, Advanzala may approve a full or partial refund.

Any unavoidable costs already incurred specifically for the Customer may be deducted from the refund where legally permitted and appropriately disclosed.

Submission of a cancellation request does not automatically guarantee a refund.

4. Services Already Activated

Once a Customer's account or service has been activated, the subscription fee is normally non-refundable.

Activation may include, without limitation:

• creation of a customer account;

• allocation of login credentials;

• creation of a WhatsApp API account;

• configuration of WhatsApp services;

• onboarding to a communication platform;

• activation of an IVR;

• allocation of a telephone, toll-free or virtual number;

• activation of an RCS, SMS or voice account;

• allocation of communication credits;

• API configuration;

• CRM integration;

• chatbot configuration;

• server deployment;

• domain or hosting configuration;

• commencement of development;

• commencement of onboarding or training;

• allocation of third-party licenses;

• or any similar commencement of service delivery.

No refund will normally be provided merely because the Customer:

• did not use the service;

• used the service less than expected;

• stopped using the service;

• changed their business requirements;

• closed their business;

• purchased another service;

• did not achieve the expected marketing or sales results;

• did not complete their own verification or documentation requirements;

• or no longer wishes to continue.

5. Annual and Long-Term Subscription Plans

Customers may purchase services for periods such as:

• monthly;

• quarterly;

• six months;

• annually;

• or another agreed subscription period.

Unless specifically stated otherwise in the applicable quotation, proposal or contract, subscription fees are charged for the entire selected subscription period and are non-refundable after activation.

For example, if a Customer purchases a 12-month subscription and chooses to discontinue the service after two months, the Customer will normally not be entitled to a refund for the unused ten months.

Unused subscription periods cannot ordinarily be converted into cash.

Advanzala may, at its discretion, allow an unused subscription amount to be adjusted against another Advanzala service. Such adjustment is not an entitlement and must be confirmed in writing.

6. Subscription Cancellation

Cancellation means that a service will not continue beyond the applicable paid or renewal period.

Cancellation does not necessarily mean that a refund will be issued.

Where recurring billing is applicable, Customers should submit their cancellation request before the next billing or renewal date.

Following cancellation:

• access may continue until the end of the already-paid subscription period;

• the service may stop at the end of that period;

• unused time will generally not be refunded; and

• usage-based amounts already incurred remain payable.

Where technically possible, Customers should also cancel any applicable automatic payment instruction from their payment method.

7. Automatic Renewals

Where a service has been specifically purchased with automatic renewal, it may renew according to the billing cycle disclosed to the Customer.

Customers are responsible for cancelling automatic renewal before the applicable renewal date.

If an automatic renewal is processed incorrectly after a valid cancellation request was accepted by Advanzala, the Customer should contact us promptly.

Advanzala will investigate such transactions and issue a refund where the amount was collected due to an error attributable to Advanzala.

8. WhatsApp Business API / Meta Charges

Advanzala may provide software, onboarding, integration, support and related services for the WhatsApp Business Platform.

Certain WhatsApp services may also involve charges levied independently by Meta Platforms, Inc. or its affiliates, including messaging or other usage-based charges.

Unless explicitly stated otherwise:

Meta's charges are separate from Advanzala's subscription charges.

Where Meta charges are paid directly by the Customer to Meta, Advanzala does not collect those amounts and therefore cannot refund them.

Where any Meta-related amount or third-party credit has already been consumed, purchased, committed or transferred on behalf of a Customer, such amounts will ordinarily be non-refundable.

WhatsApp Business Account approval, business verification, display-name approval, template approval, messaging limits and other platform decisions may be controlled by Meta.

Advanzala cannot guarantee approval by Meta.

A rejection, restriction or suspension imposed by Meta does not automatically create an entitlement to a refund of services already provided by Advanzala.

However, if the primary service cannot be delivered due solely to Advanzala's failure and no alternative solution can reasonably be provided, Advanzala may consider an appropriate refund.

9. Meta Business Verification and WhatsApp Account Approval

Customers are responsible for providing genuine, valid and complete documents and information required for Meta or WhatsApp verification.

This may include:

• company documents;

• GST details;

• domain verification;

• business address;

• telephone number;

• email verification;

• authorised representative details;

• website details;

• display-name information;

• or any other information requested by Meta.

Advanzala may assist with the process but cannot guarantee approval.

No refund will ordinarily be issued where approval fails because:

• documents are incorrect;

• documents are incomplete;

• the business information does not match;

• the Customer's website does not meet Meta's requirements;

• the requested display name is rejected;

• the Customer violates WhatsApp policies;

• Meta restricts the business account;

• a previously used number creates a verification problem;

• OTP or verification calls cannot be received on the Customer's number;

• or another issue is outside Advanzala's reasonable control.

10. Telecom, IVR, Toll-Free and Virtual Number Services

Telecommunication services may involve third-party telecom operators, carriers, aggregators or communication service providers.

Once a telephone resource has been allocated or purchased, including:

• toll-free numbers;

• virtual numbers;

• DID numbers;

• IVR numbers;

• SIP resources;

• cloud telephony channels;

• calling credits;

• concurrent channels;

• or telecom licenses,

the associated setup, rental or allocation fee may be non-refundable.

Telecom operator downtime, network issues, carrier restrictions or regulatory restrictions beyond Advanzala's reasonable control do not ordinarily qualify for a refund of Advanzala's service fee.

Where applicable, Advanzala will nevertheless make reasonable efforts to coordinate with the relevant provider to resolve service issues.

11. SMS, RCS, Voice and Messaging Credits

Prepaid communication credits, once used, are non-refundable.

These may include:

• SMS credits;

• RCS credits;

• WhatsApp messaging credits;

• voice minutes;

• voice broadcast credits;

• AI voice calling credits;

• telephone usage credits;

• or other communication credits.

Unused credits may also be non-refundable where those credits have already been procured from a third party specifically for the Customer.

Unless expressly agreed otherwise, communication credits cannot be exchanged for cash.

12. Custom Development and Integration Projects

Customised services may include:

• API integrations;

• custom CRM modules;

• Odoo development;

• chatbot development;

• AI agent development;

• website development;

• dashboard development;

• custom automation;

• CRM migration;

• third-party system integrations;

• webhook development;

• customised reporting;

• or other bespoke development.

Payments made against completed milestones are non-refundable.

Where development has already commenced, Advanzala may deduct the value of:

• work already completed;

• development hours utilised;

• research performed;

• licences purchased;

• third-party expenses;

• server costs;

• design work;

• integration work;

• project-management costs;

• and other work performed up to the date of cancellation.

If a project is cancelled before completion, any refundable balance, if applicable, will be calculated after adjusting the value of work already performed and irrevocable expenses incurred.

13. Setup, Installation and Onboarding Charges

Setup, installation, onboarding, configuration, migration, integration and implementation fees become non-refundable once the applicable work has commenced.

This is because these charges compensate Advanzala for technical and professional resources allocated specifically to the Customer.

14. Third-Party Products and Services

Certain Advanzala solutions may incorporate products or services supplied by third parties.

Examples may include:

• Meta services;

• telecom operators;

• cloud servers;

• hosting providers;

• domain registrars;

• AI providers;

• CRM platforms;

• messaging aggregators;

• payment gateways;

• SaaS licenses;

• email providers;

• software vendors;

• or other third-party service providers.

Third-party charges are subject to the third party's own terms and refund policies.

Amounts already paid or committed by Advanzala to a third party on behalf of the Customer may be non-refundable.

Advanzala shall not be responsible for refunding amounts charged directly to the Customer by an independent third-party provider.

15. Promotional, Discounted and Special-Price Plans

Services purchased through:

• special offers;

• promotional discounts;

• negotiated commercial arrangements;

• bundled packages;

• reseller pricing;

• partner pricing;

• channel-partner discounts;

• or limited-time offers

may be subject to special refund conditions communicated at the time of purchase.

Unless expressly stated otherwise, promotional and discounted plans remain subject to this Policy.

16. Free Trials and Demonstrations

Where Advanzala provides a free trial, demo account or proof-of-concept environment, the Customer is encouraged to evaluate the relevant service before purchasing.

The availability of a demonstration or free trial may be considered when reviewing refund requests based solely on a Customer's preference, expectations or change of mind.

A demonstration is intended to illustrate functionality and does not constitute a guarantee of particular business results.

17. Results Are Not Guaranteed

Advanzala provides software, communication infrastructure, automation and related technology services.

Unless specifically guaranteed in a signed written agreement, Advanzala does not guarantee:

• number of sales;

• number of leads;

• campaign conversion rates;

• customer responses;

• WhatsApp template approval;

• Meta verification;

• advertising results;

• marketing ROI;

• delivery of every message;

• sales revenue;

• call connection rates;

• or any particular commercial result.

Dissatisfaction solely because a campaign or service did not generate an expected commercial result does not ordinarily qualify for a refund.

18. Customer Non-Compliance

No refund will ordinarily be provided where a service is disrupted, suspended or terminated due to the Customer's violation of:

• applicable laws;

• Advanzala's terms;

• WhatsApp or Meta policies;

• telecom regulations;

• anti-spam requirements;

• consent requirements;

• platform acceptable-use policies;

• intellectual-property rights;

• data-protection requirements;

• or another applicable third-party policy.

The Customer remains responsible for ensuring that communications sent through Advanzala's services are lawful and properly authorised.

19. Account Suspension or Termination

Advanzala may suspend or terminate services where reasonably necessary due to:

• fraudulent activity;

• abusive use;

• spam;

• unlawful communication;

• security risks;

• overdue payments;

• policy violations;

• regulatory requirements;

• misuse of telecommunications resources;

• misuse of WhatsApp services;

• or breach of the applicable agreement.

Where suspension or termination occurs because of a Customer breach, fees already paid may be non-refundable to the extent permitted by applicable law.

If Advanzala terminates a prepaid service for reasons unrelated to Customer misconduct and is unable to provide the remaining service, Advanzala may provide an appropriate pro-rata refund or service credit for the undelivered portion.

20. Duplicate or Incorrect Payments

If a Customer accidentally makes a duplicate payment, the Customer should notify Advanzala promptly and provide:

• Customer/company name;

• invoice number;

• payment amount;

• transaction ID;

• payment date;

• and proof of payment.

After verification, the duplicate amount may be refunded to the original payment method or adjusted against another invoice, depending on the Customer's preference and operational feasibility.

21. Failed Transactions

A transaction may occasionally fail while the Customer's bank or payment provider temporarily shows the amount as debited.

Customers should first allow the normal reversal period provided by their bank or payment provider.

If Advanzala has not received the payment, Advanzala cannot issue a refund for the amount.

If Advanzala receives payment for a transaction that was shown as failed, the Customer should contact Advanzala so the payment can be reconciled.

22. How to Request a Refund

All refund requests should be submitted to Advanzala through an official support or billing channel.

The request should include:

1. Customer or company name;

2. registered mobile number;

3. registered email address;

4. invoice or quotation number;

5. transaction ID;

6. service purchased;

7. date of payment;

8. amount paid;

9. reason for requesting the refund; and

10. any supporting documents.

Advanzala may request additional information where necessary to verify the transaction.

23. Refund Review

Receiving a refund request does not mean that the refund has been approved.

Advanzala will evaluate the request considering factors such as:

• activation status;

• work already performed;

• service usage;

• third-party expenses incurred;

• licenses allocated;

• communication resources consumed;

• applicable quotation or agreement;

• reason for cancellation;

• and applicable law.

The Customer will be informed whether the request has been:

• approved;

• partially approved;

• rejected;

• or requires additional information.

24. Refund Processing Time

Once a refund is approved, Advanzala will initiate it within a reasonable period.

The time taken for the amount to appear in the Customer's account may depend on:

• the bank;

• payment gateway;

• card network;

• UPI provider;

• or other payment service provider.

Advanzala cannot control delays occurring within external banking or payment systems after a refund has been successfully initiated.

25. Refund Method

Where reasonably possible, refunds will be returned through the same payment method originally used.

For example:

• card payments may be refunded to the same card;

• UPI payments may be refunded through the relevant payment channel;

• bank transfers may be refunded to a verified bank account.

Advanzala may request bank-account verification before processing certain refunds for security and fraud-prevention purposes.

Cash refunds will not normally be provided against digital transactions.

26. GST, Taxes and Credit Notes

Where GST or another applicable tax has been charged on an invoice and a refund is approved, the accounting and tax treatment of the refund will be handled in accordance with applicable law.

Where required, Advanzala may issue:

• a credit note;

• revised invoice;

• refund document;

• or another applicable accounting document.

Customers must cooperate by providing any information reasonably required for tax and accounting compliance.

27. Payment Gateway Charges

Where a payment gateway or financial institution charges a transaction-processing fee that is not returned to Advanzala, such amount may be treated according to the applicable gateway terms and applicable law.

Advanzala will not impose arbitrary deductions from an approved refund.

28. Chargebacks and Payment Disputes

Customers are encouraged to contact Advanzala before initiating a bank or card chargeback so that genuine billing disputes can be investigated and resolved.

Submitting a fraudulent or misleading chargeback for a validly supplied service may result in:

• temporary suspension of the relevant account;

• restriction of further purchases;

• recovery of outstanding amounts;

• or other action permitted under applicable law.

Nothing in this section restricts any statutory rights available to a Customer.

29. Service Credits

In some circumstances, Advanzala may offer:

• additional subscription days;

• service credits;

• usage credits;

• account balance;

• or another commercial adjustment

instead of a cash refund.

A service credit offered as a goodwill gesture does not establish a precedent or an obligation to provide similar credits in future cases.

30. Force Majeure and Events Beyond Our Control

Advanzala shall not ordinarily be responsible for service interruptions caused by events outside its reasonable control, including:

• internet outages;

• telecom operator outages;

• Meta or WhatsApp outages;

• cloud infrastructure failures;

• government restrictions;

• regulatory changes;

• natural disasters;

• war;

• civil disturbances;

• cyberattacks affecting third-party infrastructure;

• strikes;

• power failures;

• or other force-majeure events.

Advanzala will make reasonable efforts to restore or coordinate restoration of affected services.

Such temporary events do not automatically entitle a Customer to a refund.

31. Conflict With a Signed Agreement or Quotation

Some Customers may have a separate:

• Master Service Agreement;

• Service Order;

• Statement of Work;

• quotation;

• commercial proposal;

• reseller agreement;

• partner agreement;

• enterprise agreement;

• or other written contract.

If that agreement contains specific refund or cancellation terms that conflict with this general Policy, the terms of the specifically executed agreement will prevail to the extent of the inconsistency, subject to applicable law.

32. Statutory Consumer Rights

Nothing in this Policy is intended to exclude, restrict or waive any right that cannot legally be excluded under applicable Indian law.

Where a Customer qualifies as a consumer under applicable law, Advanzala will comply with mandatory consumer-protection requirements applicable to the transaction.

Approved refunds will be processed within the period required under applicable law and applicable banking or payment-system requirements.

33. Grievance and Dispute Resolution

Customers should first contact Advanzala's customer-support or grievance team regarding any billing, cancellation or refund concern.

Please include the relevant invoice or transaction information so that the matter can be investigated efficiently.

Company: Advanzala Infotech Private Limited

Website: www.advanzala.in

Email: [Insert Official Support/Grievance Email]

Telephone: [Insert Official Customer Care Number]

Registered Office: [Insert Registered Office Address]

Grievance Officer: [Insert Name/Designation, where applicable]

Advanzala will endeavour to acknowledge and resolve consumer grievances in accordance with applicable legal requirements.

34. Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable consumer-protection and jurisdiction laws, disputes arising from this Policy or Advanzala's services shall be subject to the jurisdiction specified in the Customer's applicable agreement or, in the absence of such an agreement, the competent courts having jurisdiction over Advanzala's registered office.

Nothing in this section limits a consumer's rights to approach an authority, commission or forum having jurisdiction under applicable law.

35. Changes to This Policy

Advanzala may update this Refund, Cancellation & Subscription Policy from time to time to reflect:

• changes in services;

• changes in third-party provider policies;

• regulatory changes;

• operational changes;

• or improvements to our commercial practices.

The updated Policy will be published on the Advanzala website together with its revised “Last Updated” date.

Changes will apply prospectively except where a change is required by applicable law.

Important Summary

Generally eligible for review for refund:

• Duplicate payment

• Incorrect billing by Advanzala

• Payment received but service cannot be provided by Advanzala

• Cancellation before any activation, provisioning, procurement or work has started

• Refund specifically agreed in writing

• Refund required under applicable law

Generally non-refundable:

• Activated subscriptions

• Used subscription periods

• Customer change of mind after activation

• Setup/onboarding already completed

• Custom development already performed

• API integration work already completed

• Meta charges

• Telecom/operator charges

• Allocated toll-free or virtual numbers

• Consumed SMS/RCS/WhatsApp/voice credits

• Third-party licenses already purchased

• Server/hosting resources already provisioned

• Account restrictions resulting from Customer policy violations

• Failure to achieve expected marketing, lead or sales results

• WhatsApp/Meta approval decisions outside Advanzala's control

© 2026 Advanzala Infotech Private Limited. All rights reserved.

7. Contact Us

If you believe you are entitled to a refund based on an error in billing or a unique circumstance, please reach out to our billing department:

• Email: support@advanzala.com

• Address: Unit No. 500, 5th Floor, ITL Twin Tower, Netaji Subhash Place, Pitampura, Delhi 110034

• Phone: +91 9582-959-959