1Cancelling
Account owners can cancel a paid subscription at any time from the console or by writing to billing@true-engage.com. Cancellation takes effect at the end of the current billing period. You keep full access until then, and you will not be charged again.
The Starter plan is free and can be closed at any time.
2When we refund
- First yearly purchase. If you cancel within 14 days of your first payment for a yearly plan, we refund it in full.
- Our termination or failure. If we end the Services for reasons other than your breach, or you terminate because of our uncured material breach, an objection to a new sub-processor, or repeated SLA failure, we refund prepaid fees for the unused period.
- Billing errors. Duplicate charges or charges after a confirmed cancellation are refunded in full.
Otherwise fees for a billing period that has started are not refundable, including for partly used monthly periods and for downgrades, which take effect from the next period.
3Channel costs
SMS, WhatsApp, email and other delivery charges are billed to you directly by your Channel Providers. TrueEngage does not collect them and cannot refund them; please contact the provider concerned.
4How refunds are paid
Write to billing@true-engage.com with your organisation name and invoice number. We confirm eligibility within 3 business days. Approved refunds are paid to the original payment method within 7 business days of approval; your bank or card issuer may take a few more days to show the credit.
For Indian customers we issue a GST credit note for the refunded amount. Refunds are made in the currency of the original invoice.