Refund & Cancellation Policy

There are two different things you can pay us for, and they work differently. This page says how, before you pay rather than after.

Try it before you pay

Every account starts free and stays free. You get a full workspace with demo data and a working AI agent — no card, no WhatsApp setup, no time limit. You only pay when you want a live WhatsApp number answering real customers.

We'd rather you spent a week in the free workspace than paid for a month you end up asking us to refund.

Subscriptions

• Cancel any time, from Settings → Billing. No phone call, no retention script, no notice period.
• Cancelling stops the next renewal. Your workspace keeps working until the end of the period you've already paid for.
• 14-day refund on a first subscription.If merchconvo isn't right for you, tell us within 14 days of your first payment and we'll refund it in full.
• After that, we don't pro-rate part-months by default — but if something went wrong on our side, write to us. Downtime we caused is our problem, not yours.
• Annual plans can be refunded pro-rata for the unused whole months within the first 60 days.

Wallet credit

Wallet credit pays for usage — AI replies, WhatsApp messages, voice transcription. Some of that money leaves us the moment it's spent: Meta charges us per message, model providers charge us per request. We can't get it back, so we can't refund it.

• Unspent credit is refundable within 60 days of the top-up, less anything already used.
• Spent credit is not refundable, because it has already been paid to Meta or a model provider on your behalf.
• Credit doesn't expire while your account is open.
• If we ever bill you for something that didn't work — a message that never sent, a reply that never generated — that's a bug, and we refund it whether or not you noticed. Tell us and we'll check the logs with you.

Your WhatsApp number

If you leave, your WhatsApp Business number and its history remain yours. We'll help you migrate it to another provider or back to your own Meta account. We won't hold a number hostage to keep a subscription.

Your data

You can export your contacts, conversations and catalogue at any time while the account is open. After cancellation we keep your data for 30 days in case you come back, then delete it. Ask us to delete it sooner and we will.

How to ask

Email [email protected]from the address on the account. Tell us what happened — you don't need to justify wanting to leave. We answer within two business days.

Card payments are processed by our payment provider, so an approved refund goes back to the card you paid with and can take 5–10 business days to appear.

Chargebacks

If something is wrong, please write to us first — we can almost always fix it faster than a bank can. A chargeback suspends the workspace while it's investigated, which stops your customers getting answered, and that helps nobody.

See also our Terms of Service and Privacy Policy.