This Refund & Cancellation Policy explains when payments made to Deshana Enterprises Pvt. Ltd., operating SMS Dekho through its unit Deshana IT (“SMS Dekho”, “we”, “us”, “our”), can be refunded, credited back or cancelled. It forms part of our Terms & Conditions. If you have signed a separate enterprise agreement or order form, its refund terms prevail over this policy where they differ.
1. Our approach
SMS Dekho provides B2B communication services, such as Bulk SMS, WhatsApp Business API, RCS, OTP, Voice/IVR and email. Most Services are prepaid, and we incur real costs (telecom operator charges, Meta charges, infrastructure and onboarding work) as soon as credits are purchased or a Service is activated. For that reason, payments are generally non-refundable once the Service has been provided or credits have been credited to your account, except in the situations set out below.
2. When you are eligible for a refund or credit
2.1 Duplicate or excess payment
If you are charged more than once for the same order, or pay more than the invoiced amount, we will refund the excess amount after verifying the payment.
2.2 Payment debited but Service not delivered
If money was debited from your account but the credits or Service were not activated, and this is not resolved within 48 hours, we will either activate the Service or refund the amount in full, at your choice, after verifying the transaction with the payment gateway.
2.3 Failure on our side
If we are unable to provide a paid Service (for example, we cannot activate a plan you purchased) for reasons attributable to us, you may choose a full refund of the amount for the undelivered Service, or a replacement or extension.
2.4 Unused prepaid balance on termination by us
If we terminate a Service for convenience (not due to your breach of our Terms), we will refund the unused prepaid balance for that Service.
2.5 Cooling-off for new plans (where offered)
If you purchase a subscription plan or annual package for the first time and have not sent any live traffic, you may cancel within 7 days of purchase for a refund of the plan fee, less non-recoverable third-party costs and payment gateway charges. This does not apply to pay-as-you-go credit top-ups, or to plans marked “non-refundable” at purchase.
2.6 Mistaken purchases
For an accidental purchase of prepaid credits that remain wholly unused, contact us within 48 hours of purchase. We will review the request in good faith and may refund or convert the amount into credits for another Service, less gateway charges.
3. Credit reversals for failed messages
Where your plan bills on submission, credits for messages that fail are handled as follows:
- SMS: credits for messages that are rejected by our platform before submission to an operator (for example, invalid number format, blocked by our filters, or scrubbed for DND under the plan) are not deducted, or are reversed automatically. Messages accepted by operators are charged even if the handset does not receive them (for instance due to a switched-off phone or out-of-coverage area), as per operator billing. Where your plan provides for credit-back on operator-reported failure, we will apply it as stated in the plan.
- WhatsApp: Meta bills for messages based on its own rules. We do not receive refunds for messages that Meta treats as billable, and cannot refund them.
- RCS / Voice / Email: billed on submission, delivery or duration as stated in your plan, and reversed only where our platform failed to submit or process the request.
Reversals are made as credits to your wallet and not as cash refunds, unless we agree otherwise in writing.
4. What is not refundable
Refunds are not available for:
- Credits that have been used or consumed, including messages sent, calls placed or email delivered;
- Delivery failures or non-delivery caused by factors outside our control, such as invalid, inactive or unreachable numbers, DND or opt-out status, handset or network issues, operator or Meta filtering, or recipient blocking;
- Rejection or delay of your DLT registration, Sender ID, templates, WhatsApp display name or templates, RCS agent, or campaigns by operators, Meta, Google or regulators;
- Charges and fees paid to third parties on your behalf, including DLT/entity/header/template registration fees, Meta or Google onboarding charges, and telecom operator fees;
- Meta conversation or message charges, which are set and billed under Meta's pricing;
- One-time setup, onboarding, integration, customisation or development charges for work already performed;
- Credits that have expired under the validity period in your plan or our Terms;
- Accounts suspended or terminated for violating our Terms, the Acceptable Use Policy, or Applicable Law, or where a regulator or operator has blocked your traffic;
- Change of mind after credits have been credited and used, or dissatisfaction with campaign results or business outcomes (which depend on your content, audience, consent and market conditions);
- Free trial, demo or promotional credits, which have no cash value; and
- Taxes already deposited with the government, except where we issue a credit note under GST law for a valid refund.
5. Subscriptions, renewals and cancellation
5.1 Monthly and annual plans. You may cancel a recurring plan at any time by written notice to us, with effect from the end of the current billing period. Fees already paid for the current period are not refunded or pro-rated, except as provided in Sections 2.3 to 2.5.
5.2 Auto-renewal. Where a plan renews automatically, we will remind you before renewal where required by law. To avoid the next charge, cancel at least 7 days before the renewal date.
5.3 Downgrades. A downgrade takes effect from the next billing period. No refund is issued for the higher plan already paid for.
5.4 Account closure. If you close your account, unused credits are refundable only where Section 2.4 applies. Otherwise, they lapse on closure. Please use or transfer your data before closing, as it is deleted according to our Privacy Policy.
6. How to request a refund
- Email sales@smsdekho.com from your registered email, with the subject “Refund Request – [Account/Invoice No.]”, within 7 days of the transaction (or the event giving rise to the request).
- Include: account name and registered mobile/email, invoice or order number, transaction ID or UTR, date and amount paid, payment method, a screenshot of the debit if relevant, and a short description of the issue.
- We will acknowledge your request within 48 hours and aim to review it within 5 business days. We may ask for further details or check with the payment gateway, bank or operator.
- If approved, you will be told the refund amount and method.
7. Refund method, timing and deductions
- Method: refunds are made to the original payment method (card, UPI, net banking, or bank transfer). Wallet credits may be used where we have agreed, or where the original method is unavailable.
- Timing: approved refunds are processed within 7–10 business days. After we initiate the refund, your bank or payment provider may need additional time to reflect it.
- Deductions: we may deduct payment gateway charges, bank charges, non-recoverable third-party costs, and the value of any Services already used from the refund amount, where permitted by law. GST is refunded, or adjusted through a credit note, in line with GST law.
- Currency: refunds are made in Indian Rupees (INR), or in the currency of the original payment, without compensation for exchange-rate differences.
- Tax deducted at source: any TDS deducted by you is not refundable by us.
8. Chargebacks and payment disputes
Please contact us first so we can resolve any billing concern quickly. If you file a chargeback or payment dispute with your bank without giving us a chance to resolve it, or for a charge that is valid under this policy, we may suspend the Account, contest the dispute, and recover the disputed amount and related costs.
9. Enterprise and custom agreements
For contracted enterprise customers, refund, service-credit and termination rights are governed by your signed agreement. Where the agreement is silent, this policy applies.
10. Changes to this policy
We may update this policy from time to time. Changes apply to purchases made after the “Last updated” date. Purchases made earlier remain governed by the version in force at the time of purchase.
11. Contact and grievance redressal
Billing / refund queries: sales@smsdekho.com | +91 92528 88777
Grievance Officer: Avinash Upadhyay – avinash@smsdekho.com
Address: SMS Dekho (a unit of Deshana Enterprises Pvt. Ltd.), Jaipur, Rajasthan – 302021, India
We will acknowledge grievances within 48 hours and aim to resolve them within one month of receipt, in line with the Consumer Protection (E-Commerce) Rules, 2020.
SMS Dekho is an initiative by Deshana IT – A Unit of Deshana Enterprises Pvt. Ltd.