Refund Policy
We are committed to a clear refund policy to ensure a fair experience for all subscribers. This policy applies to all Twasel subscriptions.
1. Refund During Trial Period
A full refund may be requested within 7 days of the first subscription, provided the service has not been actively used (sending messages or connecting numbers)
2. Cancellation During Subscription
When cancelling during a paid billing cycle, the current period fees are not refundable, but the service remains available until the end of the paid period
3. WhatsApp Message Fees
Conversation fees charged by Meta for WhatsApp messages are not refundable, as they are paid directly to Meta and do not pass through Twasel
4. Refund Processing Time
Approved refund requests are processed within 14 business days from the date of approval. The amount is returned via the original payment method.
5. How to Request a Refund
To request a refund, contact us via:
6. Cases Not Eligible for Refund
- Subscriptions older than 7 days where the service has been actively used
- WhatsApp message fees charged by Meta
- Consumed add ons (additional seats or numbers activated during the period)
- AI assistant credit: consumed within the platform, not refundable in cash under any circumstances, and permanently forfeited without compensation when the subscription ends without renewal or when the account is fully suspended for violations
- Direct Linking subscriptions: paid upfront for a fixed term with no auto-renewal, and non-refundable once the plan is activated. On cancellation, features remain available until the end of the paid term, and upgrade differences are non-refundable once completed
- Custom add-on orders: one-time payments, non-refundable once payment is completed
- Landing page and website design orders: payment is final once the order is confirmed and non-refundable, with a 14-day guarantee after publishing to fix technical defects