Payment and Refund Policy – Concord WABA

Last updated: 11 Sep 2026

These terms cover subscriptions to Concord WABA and the wallet used to fund messaging. Project work — website and software development, domains and hosting — is covered by our project services terms instead.

All amounts are in Indian Rupees. Unless stated otherwise, amounts are exclusive of GST and other applicable taxes.

Start with the free trial

Every plan is preceded by a fourteen-day free trial, running from the day you sign up. It exists so that the decision to pay is an informed one — you can put the platform in front of your team and decide whether it fits before any money changes hands.

The trial covers the subscription fee only. Message charges are levied by Meta from the first message sent and apply during the trial period as they do at any other time.

Your panel is available from day one, so the trial is not spent waiting on business verification. We would genuinely rather you used the trial and concluded it was not for you than paid for something that does not suit how you work. The refund position below is firm precisely because the trial is there.

If verification is still pending

Business verification is carried out by Meta and its timing is outside our control. If it is still pending when your fourteen days end, your account stays open for ₹499 per month including GST until you go live.

That charge covers the account, not the platform — your subscription fee starts when you go live. It is not refundable, being a monthly charge for a month in which the account was open.

Subscription billing

Plans are billed monthly or annually, in advance. Each payment covers the subscription period that follows it.

Unless you tell us otherwise, subscriptions renew automatically at the end of each period and we charge the payment method on record, together with applicable taxes.

Cancelling or changing a renewal

Raise the request at least fifteen (15) days before your renewal date. That gives us time to stop the billing cleanly and gives you a definite window rather than a scramble on the last day.

Email [email protected] or speak to your account manager. Cancellation stops future billing; it does not refund amounts already paid.

If you cancel with less than fifteen days’ notice and the renewal has already been processed, the new period runs to its end and is not refunded.

Self-managed and Managed plans

On the Self-managed plan you complete business verification yourself using our documentation, and draft your own templates for us to review.

On the Managed plan we complete verification, write and submit your templates, and build your flows. That is real work carried out by people, usually in the first weeks of the subscription.

Where any part of a payment is approved for refund, setup and onboarding work already delivered on the Managed plan is excluded from it. Nothing is charged for work we have not done.

The 1+1 offer

Under the 1+1 offer you pay for one year and receive the second year at no charge.

No refund applies to the 1+1 offer at any point — not during the paid year, not during the free year, and not on a pro-rata basis. The second year is given free against a commitment to the first, so the discount and the no-refund condition are the same bargain. If you would prefer the flexibility to leave, take a standard plan instead.

Refunds

Subscription charges are not refundable. The fourteen-day trial is there so you can evaluate the platform properly before paying.

There is one narrow exception.

Where the period has not begun

• Monthly charges can be refunded only if the month they cover has not started.
• Annual charges can be refunded only if the year they cover has not started.

Once a period has begun — even by one day — the charge for that period stands in full. There is no pro-rata refund for unused time, and no refund on downgrading mid-period.

In practice we invoice once service has started, so this exception rarely arises. The fifteen-day cancellation notice above is the mechanism that protects you, and it is the one to use.

Never refundable

• Any subscription period that has begun.
• Anything purchased under the 1+1 offer.
• Wallet recharges — see below.
• Setup, onboarding, configuration or training already delivered.
• Account holding charges for a month in which the account was open.
• Amounts paid where an account has been terminated for breach of our terms.
• Anything paid where your WhatsApp channel is deactivated, deleted, suspended or restricted by Meta.

Message charges and the wallet

Messages are charged by Meta, at Meta’s published rates. Rates vary by country and by message category, and Meta revises them from time to time.

We add no markup on messages. You pay Meta’s rate and nothing on top of it. GST and other applicable taxes are charged on the amount in the normal way.

Messaging is funded from a wallet balance, which we recharge on your behalf. You pay us in advance of the recharge. Recharge in the amounts you expect to use — we will tell you what a planned campaign is likely to cost before you commit to it, so ask rather than guess.

Wallet recharges are not refundable

Once a recharge is made it cannot be refunded, in whole or in part, whether or not the balance has been used.

Recharge funds are passed to Meta immediately and are not recoverable once transferred. Messages that have been delivered have been paid for and cannot be reversed.

Wallet balances are not transferable

A wallet balance belongs to the account it was recharged against. It cannot be transferred to another user, another account, another organisation, or converted into subscription credit — including between related companies or between two accounts held by the same customer.

If your account closes, any unused balance is forfeited.

Your account is your responsibility

Your WhatsApp channel is governed by Meta’s own policies — including its rules on message content, template approval, opt-in and quality rating. Meeting those rules is your responsibility, and the consequences of breaching them fall on your account.

If your channel or number is deactivated, deleted, suspended or restricted, no refund applies — not on the subscription, not on any wallet balance, and not on any part of either. This holds however the restriction arose and whether it is temporary or permanent, because the decision sits with Meta and the funds are already gone.

The same applies where you delete your own account or number.

We will help you understand what went wrong and, where an appeal is possible, help you make it. What we cannot do is return money Meta has taken, or refund a subscription for a channel we did not restrict.

If something is genuinely broken

A firm refund policy is not a refusal to make things right. If the platform is not working as described, raise a support ticket and we will fix it. Tell us before you conclude the purchase was a mistake — most of the time it is something we can resolve, and we would rather resolve it than lose you.

Taxes

Unless stated otherwise, prices are exclusive of GST and other applicable taxes, added at the prevailing rate. The ₹499 account holding charge is inclusive of GST. In the rare case where a refund is approved for a period that never began, the tax charged on that amount is adjusted by credit note in the normal way.

How to raise a request

Email [email protected], or speak to your account manager. Include your account name, the invoice number and the reason. Requests sent any other way cannot be processed, because they need a single auditable record.

Changes to these terms

We may update these terms as the product changes. The date at the top shows the last revision. Changes do not apply retrospectively to a subscription period already paid for.