Refund Policy

1. Free Trial & Demo Period

PRP Services offers a free demo and, at our discretion, a trial period to allow you to evaluate the platform before committing to a paid subscription. We strongly encourage all prospective customers to make full use of the trial period to assess whether the platform meets their requirements. No payment is required during the trial period.

2. Subscription Fees — Non-Refundable

All subscription fees paid for monthly, quarterly, or annual plans are non-refundable once the subscription period has commenced. This applies to:

• Monthly subscription plans (billed in advance)
• Quarterly subscription plans
• Annual subscription plans (whether paid in full or installments)
• Add-on services, additional channels, or feature upgrades
• White Label partner setup fees

This policy aligns with standard practices across the global SaaS and CPaaS industry (including platforms like Twilio, Kaleyra, ValueFirst, and similar providers).

3. Usage-Based Credits

If you have purchased prepaid messaging credits (for SMS, WhatsApp messages, or IVR minutes), unused credits may be refunded on a pro-rata basis under the following conditions:

• The refund request is submitted within 7 days of credit purchase
• Zero or minimal credits have been consumed (less than 5% utilisation)
• The account is in good standing with no policy violations

Credits consumed (even partially) are non-refundable. Refunds for prepaid credits, where eligible, will be processed within 10–15 business days.

4. When Refunds May Be Considered

Refunds or service credits may be considered in the following exceptional circumstances:

• Billing error: Duplicate charges or incorrect amounts billed due to a technical error on our part
• Service outage: Extended downtime exceeding our 99.9% SLA (pro-rata credit for the affected period)
• Cancellation before service activation: If you cancel within 24 hours of payment and before your account has been activated

5. How to Request a Refund

To request a refund (for eligible cases), please contact us within 7 days of the charge:

• Email: billing@prpservicesglobal.com
• Subject: "Refund Request — [Your Account Name] — [Invoice Number]"
• Include a description of the issue and supporting documentation

Requests submitted after 7 days of the charge date will not be eligible for refund consideration. Approved refunds will be processed to the original payment method within 10–15 business days.

6. Cancellation Policy

You may cancel your subscription at any time via your account dashboard or by contacting support. Cancellation takes effect at the end of the current billing cycle. You will continue to have access to the platform until the end of the paid period. No partial refunds are provided for early cancellation of active subscription periods.

7. Partner & White Label Programs

Setup fees, onboarding fees, and any advance payments made for White Label partner programs or Channel Reseller activations are non-refundable once the partner account has been provisioned and access has been granted.

8. Contact for Billing Queries

M/S PRP Services Private Limited
139, 3rd Floor, Avtar Enclave, Paschim Vihar, New Delhi – 110063
billing@prpservicesglobal.com · 1800 313 5152 (Mon–Sat, 9 AM–7 PM IST)