Refund policy

Effective date: 1 November 2025

1. Start with the free trial

Every new SocialPuff workspace includes a free trial with full access to the product. We strongly recommend exercising it on your own data during the trial — connect your pages, build a flow, run a test broadcast — before upgrading to a paid plan. Once you are confident the product fits, upgrade with peace of mind.

2. 7-day satisfaction window

If you upgrade from trial to a paid plan and find within 7 calendar days that SocialPuff is not the right fit, email billing@socialpuff.in from the account email. We will issue a full refund of the most recent subscription charge, minus any third-party fees (e.g. SMS credits already consumed, payment gateway charges).

3. Monthly subscriptions

• Monthly subscriptions are not eligible for refunds after the 7-day window described above.
• You can cancel any time; cancellation takes effect at the end of the current paid month. You retain access for the remainder of the cycle you have already paid for.
• Partial-month refunds are not provided.

4. Annual subscriptions

• Annual subscriptions are eligible for a pro-rata refund of the unused period if cancelled within 30 calendar days of the most recent annual payment, subject to deduction of the months already used at the equivalent monthly rate.
• After 30 days, annual plans are non-refundable for the current year, but you can cancel auto-renewal to avoid the next year's charge.

5. Usage credits & overages

• Consumed SMS or email credits are non-refundable — they represent costs we have already incurred with our upstream providers.
• Unused prepaid credits remain available for your use as long as your account is active.
• Overage charges (e.g. exceeding subscriber limits) are non-refundable.

6. Agency plans & custom contracts

Agency plans and any custom contracts executed via an order form are governed by the refund terms in that order form. In the absence of specific terms, the annual-subscription rules above apply.

7. Circumstances where refunds do not apply

Refunds are not provided when:

• Your account has been suspended or terminated due to violation of our terms of service, acceptable-use policy, or third-party platform policies (for example, a Meta account ban you caused through policy-violating automations).
• You request a refund after the applicable window.
• Third-party outages or restrictions (Meta Graph API changes, SMS provider outages, payment gateway disputes) affect your usage — we recommend escalating with the relevant provider.
• You did not use the service — subscriptions are billed for availability of the service, not for actual usage.

8. How to request a refund

Email billing@socialpuff.in from the account email with:

1. Your workspace name or account email.
2. The invoice / payment reference for the charge you want refunded.
3. A brief reason for the refund request (this helps us improve the product).

We acknowledge refund requests within 2 business days. Approved refunds are processed within 7–10 business days to the original payment method. Bank or wallet settlement timelines beyond that are outside our control.

9. Disputes

If you disagree with our refund decision, reply to the same email thread and ask for an escalation. A senior reviewer will respond within 5 business days. We prefer to resolve disputes directly before any formal step.

10. Changes to this policy

We may update this policy to reflect product or regulatory changes. Changes apply only to charges made after the new effective date. Prior charges are governed by the policy in force at the time of payment.

11. Contact

Billing team
billing@socialpuff.in · +91 90087 70738
Mithtech Innovative Solutions Pvt. Ltd., Rajajinagar, Bangalore 560010, India