Return / Refund Policy

1. Introduction

This Return / Refund Policy applies to services provided through Whatsell.ai by XPERT GROUP FZE-LLC / XPERT GROUP PAKISTAN ("Company", "we", "our", "us").

Whatsell.ai primarily provides digital services, including WhatsApp Business API CRM solutions, ecommerce development and management services, integrations, automation solutions, and related digital services. As our Services are digital and service-based in nature, physical product returns generally do not apply.

By purchasing, subscribing to, or using our Services, you acknowledge and agree to this Return / Refund Policy.

2. Subscription Services

Whatsell.ai subscription plans are billed according to the billing cycle and package selected by the customer.

Once a subscription payment has been successfully processed and access to the Services has been activated, the payment is generally non-refundable for the applicable billing period.

Customers may request cancellation of their subscription to prevent future renewals. Cancellation does not normally entitle the customer to a refund for any unused portion of an already-paid billing period.

3. Refund Eligibility

A refund may be considered in the following circumstances:

• A duplicate payment was charged due to a billing or technical error.
• An incorrect amount was charged by Whatsell.ai.
• Payment was successfully received but the purchased Service could not be activated or delivered due to a technical issue attributable to us.
• We are unable to provide a prepaid Service and no reasonable alternative solution can be offered.
• A refund is otherwise required under applicable law.

All refund requests are subject to verification and approval.

4. Non-Refundable Services and Charges

Unless otherwise required by applicable law or expressly agreed in writing, refunds will generally not be provided for:

• Subscription periods that have already commenced.
• Partially used subscription periods.
• Completed onboarding, configuration, setup, consultation, training, or integration work.
• Custom development or customization work that has already commenced.
• Ecommerce website or store development work that has already commenced or been delivered.
• Domain registration, hosting, SSL certificates, third-party software, licenses, plugins, APIs, or other third-party services purchased or activated on behalf of the customer.
• WhatsApp/Meta messaging, conversation, template, authentication, utility, marketing, or other usage charges.
• Meta Ads advertising spend or other amounts paid or payable directly to third-party advertising platforms.
• Accounts suspended, restricted, or terminated because of a customer's violation of our Terms, Meta policies, WhatsApp policies, applicable laws, or acceptable-use requirements.
• Services that cannot be used because of incorrect information, credentials, permissions, access, configuration, or documentation supplied by the customer.

5. WhatsApp Business API and Meta Charges

Whatsell.ai may facilitate access to services provided by Meta Platforms, Inc. and its affiliates. WhatsApp Business Platform messaging charges and other Meta-related charges may be billed separately depending on the applicable service arrangement.

Charges imposed by Meta or another third-party provider are governed by that provider's applicable terms and refund policies. Whatsell.ai cannot guarantee refunds for amounts charged by third parties.

Any change in Meta's pricing, policies, account eligibility requirements, messaging limits, template approvals, business verification requirements, or account restrictions is outside the direct control of Whatsell.ai.

6. Ecommerce and Custom Development Services

For ecommerce development, integrations, customizations, and other project-based Services, work may involve planning, design, development, configuration, deployment, or other professional services.

Once work on a project or agreed milestone has commenced, amounts attributable to work already performed are non-refundable.

If a project is cancelled before completion, we may calculate the value of work completed and any third-party costs already incurred. Any eligible remaining balance may be considered for refund at our discretion and subject to the applicable agreement, quotation, proposal, or statement of work.

7. Cancellation of Subscription

Customers may request cancellation of their subscription by contacting our support team or through any cancellation functionality provided within the Whatsell.ai platform.

Cancellation will normally take effect at the end of the current paid billing period unless otherwise stated in the applicable subscription plan.

Customers remain responsible for charges incurred before the effective cancellation date.

8. Refund Request Procedure

To request an eligible refund, please contact us at support@whatsell.ai and provide:

• Your name and company name
• Registered email address
• Invoice or transaction reference
• Service or subscription purchased
• Date and amount of payment
• Reason for requesting the refund

We may request additional information to verify the transaction.

Approved refunds will generally be processed to the original payment method where technically possible. Processing times may vary depending on the payment gateway, card issuer, bank, or other financial institution.

9. Chargebacks and Payment Disputes

Customers are encouraged to contact us before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve any billing issue.

Fraudulent, abusive, or unjustified chargebacks may result in suspension or termination of Services, subject to applicable law.

10. Changes to This Policy

We reserve the right to update or modify this Return / Refund Policy from time to time. Any changes will be published on this page and will apply from the effective date of the updated policy.

11. Contact Us

If you have any questions regarding cancellations, returns, or refunds, please contact us:

• Email: support@whatsell.ai
• Phone: UAE +971 50 4334829 | PAK +92 300 6700784
• UAE Address: P.O. Box 33387, Business Center, SPC Free Zone, Al Zahia, Sharjah, U.A.E.
• PAK Address: Xpert Group Pakistan, Shaheen House, Tilu Road, SadiqAbad, Rahim Yar Khan, Punjab, Pakistan