Refund & Cancellation Policy

Last updated: 1 April 2025  |  Effective: 1 April 2025

1. Refund Eligibility

1.1 Eligible for Refund

Scenario	Refund Type	Details
Service not activated within 7 days of payment	Full refund	If we fail to activate your account or service within 7 business days of receiving payment, you are entitled to a 100% refund.
Duplicate payment	Full refund	If you are charged twice for the same purchase due to a technical or payment gateway error.
Overcharge	Difference refunded	If you are charged more than the agreed/quoted amount.
Platform-side delivery failure	Credit adjustment	If SMS fails to deliver due to a confirmed BookMySMS platform issue (not telecom operator failure), credits will be restored to your account.
Service downtime exceeding SLA	Credit adjustment	If platform downtime exceeds our committed SLA, pro-rata credits will be issued.

1.2 NOT Eligible for Refund

Scenario	Reason
SMS delivered successfully	Service was consumed as intended. Delivered SMS credits cannot be reversed.
SMS failed due to telecom/DND/handset issues	Delivery failures caused by operator networks, DND filtering, switched-off handsets, or invalid numbers are beyond our control.
Expired credits	Credits that have passed their validity period (12 months) are non-refundable.
Account suspended for policy violation	Credits in accounts terminated for TRAI non-compliance, spam, fraud, or acceptable use violations are forfeited.
Change of mind after credit usage has begun	Partially used credit packs cannot be refunded for the unused portion unless covered under another eligible scenario.
Third-party service charges	Charges from WhatsApp (conversation fees), telecom operators, or payment gateways are non-refundable by BookMySMS.

2. Credit Adjustments

In many cases, instead of a monetary refund, we offer credit adjustments (credits restored to your BookMySMS account):

• Failed SMS due to BookMySMS platform issues — Credits auto-restored within 24 hours.
• Template rejection after credits deducted — Credits restored upon verification.
• Routing errors on our end — Full credit restoration for affected messages.

Credit adjustments are processed faster than monetary refunds and are our preferred resolution method for active accounts.

3. Service Cancellation

3.1 How to Cancel

You may cancel your BookMySMS services at any time by:

• Emailing support@bookmysms.com with subject line “Account Cancellation Request”
• Calling us at +91-9911202099 during business hours (Mon–Sat, 9 AM – 7 PM IST)

Please include your registered email ID, company name, and reason for cancellation.

3.2 What Happens After Cancellation

Item	What Happens
Unused credits (within validity)	Eligible for refund if cancellation is within 30 days of last purchase and minimum unused balance is ₹1,000. Subject to 10% processing fee.
Unused credits (past 30 days)	Not eligible for monetary refund. Can be used until credit expiry date.
Active API integrations	API keys will be deactivated within 24 hours of cancellation confirmation.
Delivery reports & logs	Available for download for 30 days after cancellation. Then permanently deleted.
Personal data	Handled as per our Privacy Policy retention schedule. You can request erasure under the DPDP Act.
DLT registrations	Your DLT entity, headers, and templates are registered on the DLT platform (not BookMySMS) and remain unaffected.

4. Refund Process

4.1 How to Request a Refund

1. Email support@bookmysms.com with subject line “Refund Request”.
2. Include: your registered email, company name, invoice/transaction number, amount, and reason for refund.
3. Our team will acknowledge your request within 2 business days.
4. After review, we will communicate the decision within 7 business days.

4.2 Refund Timeline

Refund Method	Timeline
Credit adjustment (to BookMySMS account)	Within 24–48 hours of approval
Bank transfer (NEFT/RTGS)	7–10 business days from approval
Original payment method (card/UPI)	7–14 business days (depends on bank/payment gateway)

4.3 Refund Amount

• Refunds are calculated based on the unused credit balance at the time of request.
• A processing fee of 10% may be deducted from monetary refunds (not applicable to credit adjustments or cases where BookMySMS is at fault).
• GST paid on the original invoice will be adjusted as per applicable tax rules. A credit note will be issued.
• Refunds will be made to the original payment source or to the bank account registered with us.

5. Enterprise & Custom Agreements

If you have a custom enterprise agreement or SLA with BookMySMS, the refund and cancellation terms specified in that agreement shall take precedence over this policy. Contact your dedicated account manager for enterprise-specific queries.

6. Disputes

If you disagree with a refund decision:

1. Reply to the refund decision email with additional details or evidence.
2. Our senior support team will review the escalation within 5 business days.
3. If still unresolved, you may contact our Grievance Officer at support@bookmysms.com.
4. As a last resort, disputes are subject to arbitration as outlined in our Terms & Conditions.

7. Data Deletion After Cancellation

In compliance with the DPDP Act 2023, upon account cancellation and your request for data erasure:

• Your personal data will be erased within 30 days of the request, except where retention is required by law (tax records, regulatory compliance).
• SMS delivery logs are automatically purged 90 days after cancellation.
• Financial records (invoices, payments) are retained for 8 years as required by the Income Tax Act and GST Act.

8. Changes to This Policy

• We may update this policy from time to time. Changes will be published on this page with a revised “Last updated” date.
• Material changes will be notified to registered clients via email at least 15 days before taking effect.
• Continued use of our services after changes constitutes acceptance.

9. Grievance Officer

If you are unsatisfied with our refund decision or wish to escalate a data-related concern, you may contact our Grievance Officer:

10. Contact Us

For refund or cancellation queries:

• Email: support@bookmysms.com
• Phone: +91-9911202099 (Mon–Sat, 9 AM – 7 PM IST)
• Address: 295, Block C, Sushant Lok III, Sector 57, Gurugram, Haryana – 122003