Refund Policy
Your satisfaction is our priority. Learn about our fair and transparent refund process designed to ensure customer trust and service excellence.
1. Our Refund Promise
At AWF Technologies Pvt Ltd, we stand behind our services with a customer-first approach. If you experience genuine service issues, we're committed to making it right through our transparent refund process.
This policy outlines the conditions under which refunds may be considered and the process for requesting them. We believe in fair and transparent dealings with all our customers.
2. Eligibility for Refund
Refunds are considered for genuine service issues and evaluated based on the following criteria:
Service Failures:
- System downtime affecting SMS delivery
- Platform malfunctions preventing service access
- Failed API integrations due to our technical issues
- Delivery failures caused by our system errors
Billing Discrepancies:
- Incorrect charges or duplicate billing
- Unauthorized transactions on your account
- Pricing errors in our system
- Credit deductions without corresponding service delivery
Important: Refund requests must be initiated within 7 days of the transaction date with valid proof of issue.
3. Non-Refundable Services
The following services are generally not eligible for refunds:
Used Services:
- SMS credits that have been consumed
- Successfully delivered messages
- Expired or partially used service plans
- API calls and integrations that have been utilized
Promotional Services:
- Services purchased under promotional offers
- Discounted packages and special deals
- Coupon-based purchases
- Free trial services and credits
Exception: Refunds may still be considered for proven technical failures caused by our systems, even for used services.
4. Refund Process
To request a refund, please follow these steps:
Contact Support
Reach out to our support team with your transaction details and the reason for the refund request.
Provide Documentation
Submit relevant proof of the issue, including screenshots, error messages, or transaction receipts.
Investigation
Our technical team will review your claim and investigate the reported issue.
Resolution
Approved refunds are processed within 7-10 business days to your original payment method.
5. Important Terms & Conditions
- Refunds are not provided for minor glitches that don't materially affect service delivery
- Violation of our terms of service voids eligibility for any refunds
- Refunds are processed only to the original payment method used for the transaction
- Processing time for approved refunds is 7-10 business days from approval date
- We reserve the right to deny refund requests that don't meet our eligibility criteria
- All refund decisions are final and binding
6. Dispute Resolution
If you disagree with our refund decision, you can escalate the case to our grievance redressal officer. We are committed to providing a fair resolution within 15 business days of escalation.
Our dispute resolution process ensures that all cases are reviewed impartially and thoroughly. You will receive regular updates on the status of your escalated case.
Resolution Time: 15 business days from escalation date
7. Policy Updates
We may update this refund policy from time to time to reflect changes in our services or legal requirements. Any changes will be communicated to customers through our website and registered email addresses.
Continued use of our services after policy updates constitutes acceptance of the revised terms. We encourage you to review this policy periodically.
Need Help with Refunds?
Our support team is here to assist you with any refund-related questions or concerns.
Email: support@ratsms.com
Phone: +91-7506712345
Address: Astalakshmi Apartment, Chennai, Tamil Nadu 600041
Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST