Effective Date: July 13, 2023
This Refund Policy supplements our Terms of Service and Service Level Agreement, clarifying standardized reimbursement rules for prepaid balance, subscribed service packages and enterprise customized communication solutions, designed to reduce unnecessary chargeback disputes on credit card payment channels.
- Prepaid account balance (Pay-as-you-go plan)
Unconsumed remaining fund within client’s prepaid account supports proportional refund application submitted within 30 calendar days after top-up operation. Any SMS quota, voice call minutes and API resource already consumed cannot qualify for fund refund. Clients need to submit written refund application via official support email, and the settlement period normally takes 3 to 7 working business days counted from our confirmation notice.
- Monthly recurring subscription packages
- Customers are entitled to cancel subscribed service and request full reimbursement within the first 14 days after service activation, on condition that nearly no communication resource has been consumed.
- Once formal API channel gets put into daily commercial operation, partial or full refund application will be rejected. Users can turn off automatic recurring billing to stop charges coming in subsequent billing cycles.
- Enterprise exclusive customized service
Refund matters shall be executed strictly according to signed bilateral commercial contracts between our firm and corporate clients. No unconditional refund clause will be applied for tailor-made dedicated communication pipelines developed exclusively for one enterprise.
- Circumstances where refunds will be fully declined
- Service access locked because clients violate Acceptable Use Policy, engaging in spam messages, fraudulent verification registration, unapproved international call traffic relay and other illegal business activities.
- Service interruption triggered by improper API parameter configuration, client-side network failure or local regional telecom policy adjustment.
- Clients initiate chargeback directly via card issuing bank without contacting our official customer support to resolve disputes voluntarily. We reserve rights to restrict subsequent payment cooperation with users who submit malicious chargeback repeatedly.
- Compensation distinguished from cash refund
In line with our SLA document, service downtime caused by our internal system malfunction will be compensated by free communication resource quota instead of cash remittance, unless both parties sign supplementary written agreements confirming monetary reimbursement.
- Policy revision
Winkly Science&Technology PTE. LTD. reserves the right to adjust refund clauses. Updated content will be posted on our official website, and ongoing service cooperation represents acceptance of revised regulations.