Refund Terms
Last updated: January 15, 2025 · Effective: January 15, 2025
1. Overview & Service Scope
ChatLoop HQ ("ChatLoop HQ", "we", "our", or "us"), operated by Botiva Systems, provides cloud-based WhatsApp API Gateway services, WhatsApp session hosting, event-driven webhooks, and messaging infrastructure (collectively, the "Service").
This Refund Policy governs requests for refunds, subscription billing adjustments, and payment credits for users subscribed to ChatLoop HQ Developer Pro, session add-ons, or custom enterprise API plans.
2. Refund Eligibility
You may request a refund or account credit under the following qualifying conditions:
Failed Transactions & Billing Errors
If a transaction for a ChatLoop HQ plan subscription, slot upgrade, or quota renewal is debited from your bank account or payment provider (e.g., Paystack/Stripe), but the corresponding features or session slots are not provisioned due to a system failure.
Platform Outages & Service Unavailability
If the ChatLoop HQ API gateway, webhook dispatch infrastructure, or WhatsApp engine experiences prolonged unavailability or undelivered service due to technical defects originating on our platform.
Duplicate Billing Charges
If you are accidentally charged multiple times for the exact same subscription invoice or plan renewal transaction.
3. Non-Refundable Services
Refunds will not be issued under the following circumstances:
Completed & Active Subscriptions
Subscription periods where the WhatsApp channel has been successfully paired, authenticated, and active for sending messages or receiving event webhooks.
User Configuration & Number Misuse Errors
Service disruptions caused by user misconfiguration (e.g., incorrect webhook URLs, invalid phone numbers, WhatsApp anti-spam bans due to cold outreach policy violations, or manual session unlinking on mobile devices).
Consumed API Quotas
Any API requests, message dispatches, or number checks executed prior to a cancellation request.
4. Refund Process & Timeline
How to Submit a Request
- Contact our billing & support team at [email protected] or (+234) 8036871737 within 24 hours of the failed or duplicate transaction.
- Provide your ChatLoop HQ account email, Transaction Reference ID, invoice date, and a description of the issue.
- Our technical and billing team will verify log records and issue an immediate resolution or refund authorization.
Refund Processing Window
Once approved, refunds are processed within 5–7 business days. Funds will be credited directly to the original payment method used during checkout (Paystack, Credit Card, or Bank Account).
5. Disputes and Complaints
If you have any billing inquiries, unresolved claims, or technical payment disputes, please contact our official support department directly:
6. Changes to Refund Terms
We reserve the right to modify or update these Refund Terms at any time to reflect platform upgrades or legal compliance adjustments.
Any modifications will be published directly on this page with an updated effective date. Continued use of the ChatLoop HQ platform following any updates constitutes acceptance of the revised Refund Terms.