Refund & Cancellation Policy
This policy explains our fair and transparent approach to payment failures, bank debit reconciliations, duplicate charges, prepaid OTP plan consumption, bulk packages, and DLT processing fees.
01 Failed or Pending Payments
A payment is confirmed only after successful server-side verification and status acknowledgment from our integrated payment gateway (e.g. Cashfree, Razorpay, or authorized banking partners).
If your bank account or UPI application is debited but the transaction remains marked as pending or failed in our system:
- Automated Bank Reconciliation: Most Indian banking networks automatically reverse unsettled debits back to the source bank account within 24 to 48 hours.
- Manual Investigation: If the funds are captured by the gateway but your platform balance does not reflect the purchase, submit your Bank/UPI UTR and Order ID to Support. We will verify gateway records and credit your service balance or assist in initiating a refund.
02 Duplicate Transactions & Accidental Charges
If a network glitch or multiple clicks cause you to be charged more than once for a single intended order:
- We will promptly audit our payment ledger against your bank and gateway transaction IDs.
- Upon confirmation that an identical charge was debited without corresponding intended service utilization, we will initiate a 100% refund of the duplicate amount back to the originating payment method or credit your balance at your preference.
03 Prepaid Plan Usage & Consumed OTP Balance
Prepaid plan purchases grant you an active OTP balance and rate entitlement for messaging dispatches.
Requests regarding unconsumed prepaid balances are reviewed individually in good faith under applicable Indian commercial law, fraud prevention standards, and payment gateway terms.
04 Bulk OTP Packages
High-volume bulk packages are activated immediately upon verified payment and provide a fixed allocation of OTP transmissions.
- Any OTP units already dispatched from the package allocation are strictly non-refundable.
- In the unlikely event that NizoraSMS is unable to fulfill or provide the core delivery routing for an unused package due to platform technical faults, a full or proportional refund of the unconsumed balance will be issued following technical review.
05 DLT, Header & Custom Template Processing Fees
The standard fee for manual compliance review, entity registration assistance, custom sender header submission, and template mapping is ₹2,500 (unless included in an eligible plan or stated otherwise at checkout).
- Cancellation Prior to External Filing: If you request cancellation before our operations team begins document vetting or formal submission to external telecom portals, we will cancel the request and refund the fee minus reasonable administrative gateway charges.
- Non-Refundable Post-Submission Work: Once documents, headers, or templates have been reviewed, formatted, and submitted into telecom operator DLT portals, the fee becomes non-refundable. This covers non-recoverable operational labor and regulatory liaison work.
- Regulatory Rejection: External rejection of a header or template by a telecom operator (due to brand ownership disputes, prohibited content, or missing entity documents) does not warrant a refund, as the application processing service has been fully performed.
06 Chargebacks, Reversals & Payment Disputes
We believe in resolving billing concerns amicably and encourage customers to contact our support desk before initiating an external bank chargeback.
If an unwarranted chargeback or bank dispute is filed after prepaid service credits or bulk packages have already been credited or consumed, we reserve the right to temporarily pause account routing while the dispute is investigated by the acquiring bank. Any negative balances resulting from reversals remain payable.
07 Refund Processing Timelines
Once a refund request is reviewed and approved by our billing team:
- Gateway Initiation: We initiate the refund through our payment gateway within 1 to 2 business days.
- Banking Settlement: Funds are returned to the original payment source (Credit Card, Debit Card, UPI, or Net Banking). Typical settlement times depend on your bank:
- UPI: Usually 24 to 48 hours.
- Net Banking / Debit Cards: 3 to 7 business days.
- Credit Cards: 5 to 10 business days depending on the card issuer's billing cycle.
08 Requesting a Payment or Refund Review
To request a billing review or refund, please submit an inquiry with the following details to ensure rapid resolution:
- Your registered account email address.
- Payment Gateway Order ID and Transaction Reference Number.
- Transaction date and exact amount debited.
- A concise description of the issue (e.g. duplicate charge, failed bank debit, etc.).