This Refund Policy is part of and incorporated by reference into the WhatSnap LLC Terms of Service. Capitalized terms have the meanings given in the Terms.
1. General principle
WhatSnap is a software-as-a-service subscription. Once Customer's plan is active and Customer is using the Services, infrastructure is provisioned and committed to Customer's account. For that reason, Fees are non-refundable except as expressly set out below or where a refund is required by applicable law.
2. Free trial
WhatSnap offers a five (5)-day free trial. Customer can cancel during the trial through the dashboard or by emailing [email protected] and will not be charged. If Customer does not cancel before the trial ends, Customer's payment method on file will be charged the Fees for the first billing period of the Subscription Term.
3. Seven-day satisfaction window
Notwithstanding Section 1, a Customer paying for a monthly plan for the first time may request a full refund of the first month's Fees by emailing [email protected] within seven (7) days after the first charge, provided:
(a) Customer cancels the Subscription at the time of the request; (b) Customer's account is in good standing (no AUP violation, no chargeback, no unpaid prior balance); (c) Customer has not been suspended or terminated by WhatSnap under Section 11 of the Terms.
The seven-day window applies once per Customer (one refund per Customer lifetime). It does not apply to annual plans, to renewals, to add-on or overage charges, or to setup, onboarding, or premium-support fees once those services have begun.
4. Annual plans
Annual plan Fees are paid in advance and are non-refundable. Customer may cancel an annual plan at any time, but cancellation takes effect at the end of the paid annual term. No prorated refund is due for the unused portion, except in the cases covered by Section 5 or Section 6.
5. Refunds for verified Service failure
WhatSnap will issue a prorated refund (credit at WhatSnap's option) of the affected Fees if Customer can demonstrate that the Services were materially unavailable to Customer for a continuous period attributable to a failure in the Services that WhatSnap controls. "Materially unavailable" means the Services could not perform their core function (bridge messages between Customer Devices and the supported CRM) for a continuous period of more than seventy-two (72) hours, excluding:
- scheduled maintenance announced at least forty-eight (48) hours in advance;
- outages, throttling, or failures attributable to Customer Devices, carriers, aggregators, Apple, Meta, GoHighLevel, Twilio, or any other third party not controlled by WhatSnap (see Section 12.2 / 13.4 of the Terms);
- suspensions resulting from Customer's violation of the Terms or AUP;
- force-majeure events under Section 17 of the Terms.
To request a refund under this Section 5, Customer must email [email protected] within thirty (30) days of the end of the outage with sufficient information for WhatSnap to verify. The amount is calculated pro rata over the affected billing period.
6. Refunds where required by law
If applicable law in Customer's jurisdiction requires a refund (for example, consumer-protection statutes in certain non-U.S. jurisdictions or a court order), WhatSnap will comply with the minimum legally required refund.
7. Non-refundable categories (always)
The following are never refundable, even within the seven-day window:
- Add-on, overage, or consumption-based charges that have already been incurred (e.g., additional sub-accounts, additional lines, premium-support hours used, custom-domain hosting where set up).
- Setup, onboarding, or implementation fees once the corresponding work has begun.
- Discounted multi-month or multi-year prepayments once any portion of the prepaid term has elapsed.
- Fees attributable to a billing period during which the account was suspended or terminated for cause under Section 11.3 or 11.4 of the Terms.
8. Cancellations
Customer may cancel a Subscription at any time through the dashboard or by emailing [email protected]. Cancellation takes effect at the end of the then-current billing period. Customer retains access to the Services through that date. No prorated refund is due for the unused portion of the period except as set out in Sections 3, 5, and 6.
9. Chargebacks
If Customer disagrees with a charge, Customer must contact WhatSnap at [email protected] before initiating a chargeback with its payment processor. Initiating a chargeback without first allowing WhatSnap to attempt resolution is a material breach. If a chargeback is reversed in WhatSnap's favor or is filed in bad faith, Customer is liable for the disputed amount plus a $35 administrative fee plus any processor fees and penalties. Repeated chargebacks may result in immediate termination under Section 11.3 of the Terms.
10. How to request a refund
Email [email protected] from the email address associated with the account, with:
- the account's primary email and (where known) workspace ID;
- the charge or charges in question (date, amount, last four digits of card);
- the basis for the refund request (Section 3, 5, or 6); and
- any supporting information (screenshots, error timestamps).
WhatSnap will review the request within ten (10) business days. Approved refunds are issued to the original payment method within five (5) to ten (10) business days; the time for the refund to appear on Customer's statement depends on the card issuer.
11. Currency and taxes
Refunds are issued in the original currency charged. Any taxes refundable under applicable law are refunded; non-refundable taxes are not refunded by WhatSnap.
12. Changes to this Refund Policy
WhatSnap may update this Refund Policy. Non-material changes are effective on posting. Material changes (changes that narrow Customer's refund rights) take effect no earlier than thirty (30) days after WhatSnap posts the change and emails Customer's account administrator. Changes do not apply retroactively to Fees already paid.
13. Contact
WhatSnap LLC — Attn: Billing 30 N Gould Street, Suite R Sheridan, WY 82801 United States
