Refund Policy

1. Overview

At Bulk SMS Sender (operated by Adonis Solutions), we strive to provide excellent service. This Refund Policy outlines the circumstances under which refunds may be issued for unused SMS credits.

2. Eligibility for Refunds

2.1 Refundable Items

2.2 Non-Refundable Items

3. Refund Timeline

Refund requests must be submitted within 14 days of purchase.

4. Processing Fees

4.1 Standard Processing Fee

A 10% processing fee applies to all refunds to cover:

• Mobile money transaction fees (M-Pesa, Airtel Money, Tigo Pesa)
• Bank transfer charges
• Administrative costs
• Gateway provider fees (Africa's Talking)

4.2 Exceptions (No Processing Fee)

The 10% fee is waived for:

• Duplicate payments (100% refund)
• Our technical errors (100% refund)
• Billing mistakes (100% refund)

4.3 Example Calculation

5. Refund Methods

Refunds are issued using the same payment method you used for purchase:

Note: You must provide accurate refund details (phone number or bank account). We are not responsible for refunds sent to incorrect details provided by you.

6. How to Request a Refund

Step 1: Gather Information

Before contacting us, have the following ready:

• Your account username
• Payment transaction ID/reference
• Date and amount of purchase
• Payment method used
• Reason for refund request
• Refund destination (M-Pesa number, bank account, etc.)

Step 2: Submit Request

Contact us via:

Step 3: Verification

We may request additional information to verify your identity and payment, such as:

• Screenshot of payment confirmation
• Account login verification
• Proof of ownership of payment account

Step 4: Approval and Processing

Once approved:

1. You'll receive email confirmation
2. Unused credits will be deducted from your account
3. Refund will be processed within 7-14 business days
4. You'll receive confirmation when refund is sent

7. Special Circumstances

7.1 Service Outages

If our Service experiences extended downtime (more than 24 hours), you may be eligible for:

• Proportional refund of monthly subscription (Business/Enterprise plans)
• Extension of subscription period
• Bonus SMS credits as compensation

7.2 Delivery Failures

If SMS fail to deliver due to our technical issues:

• Failed SMS credits are automatically refunded to your account
• No additional action needed
• Check your SMS History for delivery status

Note: Delivery failures due to recipient phone being off, out of coverage, or invalid number are NOT eligible for refund (you're not charged for these).

7.3 Disputed Charges

If you believe you were charged incorrectly:

1. Contact us immediately (within 7 days)
2. Provide transaction details and evidence
3. We'll investigate within 2 business days
4. If error confirmed, full refund issued (no processing fee)

8. Business and Enterprise Plans

8.1 Monthly Subscriptions

• Subscription fees are non-refundable
• You can cancel at any time (effective next billing cycle)
• No refunds for partial months

8.2 Annual Contracts

• 30-day money-back guarantee (unused credits only)
• After 30 days, pro-rata refunds may be considered on a case-by-case basis
• Early termination fees may apply (see contract terms)

9. Refund Denials

We reserve the right to deny refund requests if:

• Request is made after 14-day window
• SMS credits have already been used
• Account has been suspended for Terms of Service violations
• Fraudulent activity is suspected
• Insufficient documentation provided
• Request is deemed abusive (e.g., repeated refund requests)

If your refund is denied, we'll provide a detailed explanation.

10. Chargebacks

Please contact us first to resolve any payment disputes. We're committed to fair resolution.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via:

• Email notification
• In-app notification
• Website announcement

Changes take effect immediately upon posting. Check this page regularly for updates.

12. Contact Us

For refund requests or questions about this policy: