Botsense

Refund Policy

Effective Date: 15 November 2024

1. Introduction

Botsense, operated by Botsense Tech Private Limited (CIN: U51390MP2019PTC049306), is a Software-as-a-Service (SaaS) platform that provides WhatsApp Business API solutions, chatbot development, broadcasting tools, and related digital services. This Refund Policy outlines the terms and conditions under which refunds may or may not be issued for payments made toward Botsense subscriptions, services, and associated charges. By subscribing to or purchasing any service from Botsense, you acknowledge that you have read, understood, and agree to the terms described in this policy.

2. Free Trial Period

Botsense offers a free trial period so that prospective customers can evaluate the platform, explore its features, and determine whether it meets their business requirements before making a financial commitment. During the free trial, you have full access to core platform features including the chatbot builder, shared inbox, and broadcasting tools. Because we provide this opportunity to test the platform at no cost, payments made after the trial period are generally considered final and non-refundable. We strongly encourage all users to make full use of the free trial and contact our support team with any questions before upgrading to a paid plan.

3. Subscription Plans

Botsense offers the following subscription plans, all billed on an annual basis:

  • Starter Plan: Priced at INR 24,999 per year. Designed for small businesses beginning their WhatsApp marketing journey. Includes platform access, a dedicated account manager, chatbot development, template approval assistance, and priority support.
  • Growth Plan: Priced at INR 49,999 per year. Built for growing businesses that need advanced features, higher messaging volumes, and more comprehensive automation capabilities including n8n workflow integrations.
  • Enterprise Plan: Custom pricing based on specific business requirements. Tailored for large organisations with complex workflows, high message volumes, and specialised integration needs. Contact our sales team for a custom quote.

All plans are billed annually. Monthly billing is not available. Pricing is exclusive of applicable taxes and Meta WhatsApp conversation charges, which are billed separately.

4. Non-Refundable Items

The following payments and charges are strictly non-refundable under all circumstances:

  • Platform subscription fees after activation: Once your subscription has been activated and you have received access to the Botsense platform, the subscription fee is non-refundable. This applies regardless of whether you actively use the platform during the subscription period.
  • Meta WhatsApp conversation charges: WhatsApp conversation fees are charged by Meta (the parent company of WhatsApp) and passed through to your account. These charges are determined by Meta's pricing structure and are outside of Botsense's control. Botsense cannot issue refunds for conversation charges billed by Meta.
  • Custom chatbot development services: If Botsense has designed, built, or deployed a custom chatbot for your business, the development fees for that work are non-refundable once the chatbot has been delivered or deployed to your account.
  • n8n workflow development services: Fees for custom n8n automation workflows are non-refundable once the workflow has been developed, tested, and deployed according to the agreed-upon scope of work.
  • Template approval assistance: If our team has assisted you with creating, submitting, or getting WhatsApp message templates approved by Meta, the service fees associated with that work are non-refundable, regardless of whether Meta approves or rejects the templates.

5. Refund Eligibility

Refunds may be considered in the following limited circumstances:

  • Technical failure on Botsense's side: If a verified, persistent technical issue originating from Botsense's infrastructure prevents you from using the platform for an extended period, and our technical team is unable to resolve the issue within a reasonable timeframe, you may be eligible for a full or partial refund at Botsense's discretion.
  • Unauthorized or erroneous charges: If your payment method was charged without your authorization, or if an amount was charged in error (for example, being charged a higher amount than the listed plan price), you are entitled to a refund of the unauthorized or excess amount.
  • Onboarding delays caused by Botsense: If your onboarding process has not been initiated or completed within 7 business days of payment due to delays solely attributable to the Botsense team (and not due to pending documentation or verification from your side), you may request a full refund.
  • Double payment or billing error: If you were charged twice for the same subscription period or service due to a billing system error, the duplicate charge will be refunded promptly upon verification.

All refund eligibility is assessed on a case-by-case basis. Botsense reserves the right to request supporting documentation and to make the final determination on whether a refund is warranted.

6. Refund Process

To request a refund, follow these steps:

  • Send an email to support@botsense.io with the subject line "Refund Request".
  • Include the following information in your email: the email address associated with your Botsense account, the transaction ID or payment reference number, a clear description of the reason for your refund request, and any supporting evidence such as screenshots or error messages.
  • Our support team will acknowledge your request within 24 hours and begin the review process.
  • Refund requests are reviewed within 5-7 business days from the date of submission.
  • If your refund is approved, the refund amount will be processed to your original payment method within 7-10 business days. The exact time for the refund to reflect in your account may vary depending on your bank or payment provider.

Incomplete refund requests (missing transaction details or account information) may experience delays in processing. Please ensure all required information is included in your initial email.

7. Cancellation Policy

You may cancel your Botsense subscription at any time. However, please note the following terms:

  • Cancellation before renewal: To avoid being charged for the next billing cycle, you must cancel your subscription before the renewal date. You can do this by contacting your dedicated account manager or by emailing support@botsense.io.
  • Effective date of cancellation: Cancellation takes effect at the end of your current billing period. You will not be charged for the next cycle, but you will retain full access to the platform until the current billing period expires.
  • No pro-rata refunds: Botsense does not issue pro-rata refunds for unused portions of a subscription period. If you cancel mid-year, you will not receive a refund for the remaining months.
  • Account access after cancellation: Your account and all associated data will remain accessible until the end of the current billing period. After that, your account will be deactivated.
  • Data retention: Following account deactivation, Botsense will retain your account data for 30 days. During this period, you may request reactivation of your account. After 30 days, all account data including chatbot configurations, contact lists, conversation history, and analytics data will be permanently deleted and cannot be recovered.

8. Chargebacks

If you have a billing concern or dispute, we strongly encourage you to contact our support team at support@botsense.io before filing a chargeback or dispute with your bank or payment provider. Our team is committed to resolving billing issues quickly and fairly. Filing a chargeback without first contacting Botsense may result in immediate suspension of your account and all associated services. Botsense reserves the right to contest any chargebacks that it considers unjustified, and may pursue recovery of the disputed amount along with any additional fees incurred as a result of the chargeback process.

9. Plan Downgrades

If you choose to downgrade from a higher-tier plan to a lower-tier plan (for example, from Growth to Starter), the difference in plan pricing will not be refunded. The downgrade will take effect at the start of your next billing cycle. Until then, you will continue to have access to all features included in your current plan. Please contact your account manager to initiate a plan downgrade.

10. Policy Amendments

Botsense Tech Private Limited reserves the right to modify, update, or replace this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting the updated policy on the Botsense website. It is your responsibility to review this policy periodically. Continued use of the Botsense platform after any changes constitutes your acceptance of the revised policy. The "Effective Date" at the top of this page indicates when the policy was last updated.

11. Dispute Resolution

If you are dissatisfied with the outcome of a refund request, we encourage you to follow this escalation process:

  • Step 1: Contact our support team at support@botsense.io with a detailed explanation of your concern. Most issues are resolved at this stage within 5-7 business days.
  • Step 2: If the matter is not resolved to your satisfaction, escalate your concern to our management team by emailing hello@botsense.io with the subject line "Refund Dispute Escalation" and a summary of your previous correspondence with support.
  • Step 3: If the dispute remains unresolved after escalation, either party may pursue legal remedies. Any legal proceedings arising from this policy shall be subject to the exclusive jurisdiction of the courts in Indore, Madhya Pradesh, India.

12. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us: