Refund Policy

1. Company Information

This Refund Policy is issued by BrainGrid Digital, the owner and operator of ChatiWa.com ("ChatiWa", "we", "our", or "us").

BrainGrid Digital U-92, Shakarpur Delhi 110092 India

All purchases, subscriptions, and payments made through ChatiWa are processed by and contracted with BrainGrid Digital.

2. Nature of Services

ChatiWa is a cloud-based software platform providing AI-powered WhatsApp marketing, customer engagement, automation, messaging infrastructure, analytics, and related digital services.

Because our services are delivered electronically and become available immediately upon account activation, subscription fees primarily cover access to software, platform resources, infrastructure allocation, account provisioning, and ongoing service availability.

3. General Principle on Payments

When you purchase a subscription or service from ChatiWa, you are paying for access to our platform and its features. Once your account has been activated and you have been provided the ability to use the service, the transaction is considered complete.

Refunds are not provided simply because you did not use the service, changed your mind, or found an alternative solution. However, we do recognise that certain verifiable technical or billing errors may occur, and we address those through the process described below.

4. Refund Eligibility – The 7‑Day Review Window

If you believe a billing error has occurred, you may request a review of your transaction. Such requests must be submitted within seven (7) calendar days from the date of the original payment.

To be eligible for a refund review, your account must demonstrate no measurable use of the platform during that 7‑day period. Measurable use includes any of the following:

Any API request processed or initiated

Any outbound message, broadcast, or campaign sent or queued

Any automation workflow triggered or activated

Any contact imported, added, or modified

Any AI feature consumed

Meaningful access to or use of platform functionality beyond initial account setup.

ChatiWa reserves the right to request additional information, identity verification, transaction records, or supporting documentation before approving any refund request.

Any integration connected or used

If any of the above activities are recorded – including a single test message, a single contact upload, or a single automation trigger – the service is considered accepted and operational, and the transaction is no longer eligible for refund review under this section.

Submitting a request does not guarantee approval. All determinations are based on our internal service logs and usage records.

5. Specific Situations Where a Refund May Be Issued

Refunds or credits may be issued at our discretion only in the following verifiable scenarios:

Duplicate charge – The same transaction was processed more than once due to a temporary system error, resulting in multiple identical charges for the same service period.

Mistaken identity charge – A payment was applied to an account that had been officially closed and deactivated via a support ticket prior to the billing date.

Verified fraudulent charge – The transaction was made by a third party without the account holder’s knowledge or consent, and the account holder provides a written declaration of the unauthorized use.

In certain situations, ChatiWa may elect to provide account credits, subscription extensions, or alternative remedies instead of a monetary refund. The selection of any remedy shall remain at ChatiWa's sole discretion.

Except where required by applicable law, refund requests arising from feature limitations, third-party service interruptions, user configuration errors, campaign performance, business outcomes, or dissatisfaction with results will generally not qualify for refund consideration.

6. Trial and Free Accounts

No refund will be provided for any charge that originates from a trial account, free account, or promotional zero‑balance account. Upgrading from a free trial or promotional plan to a paid subscription is considered a voluntary purchase of digital services and will generally not qualify for refund consideration.

7. Subscription Renewals

Subscriptions automatically renew unless cancelled before the next billing cycle. You are responsible for managing your subscription settings and cancelling before the renewal date.

If a renewal payment is processed because cancellation was not completed in time, that renewal charges will generally not qualify for refund review once the new billing cycle has commenced and services remain available.

8. Third‑Party Costs

Certain features of ChatiWa rely on third‑party providers, including WhatsApp (Meta), AI services, telecommunications carriers, and payment gateways. Any fees incurred from these third parties – such as messaging costs, verification charges, or infrastructure consumption – are non‑recoverable once incurred, even if a refund of ChatiWa platform fees is approved.

9. Billing Disputes and Chargebacks

If you believe a billing error has occurred, please contact us first at billing@braingriddigital.com. Most concerns can be resolved quickly through our internal review process.

If you choose to initiate a chargeback with your bank without first contacting us, we will provide your bank with the transaction records, service logs, and account activity showing the usage that occurred on your account. The outcome of the chargeback will be determined by your bank based on the evidence.

We do not impose additional fees or penalties for initiating a chargeback. However, if the chargeback is resolved in our favour and your account remains suspended during the dispute process, reactivation may require a new subscription.

10. Refund Processing

Any refund approved under Sections 4 or 5 will be processed to the original payment method used for the transaction. Processing times vary depending on your bank, payment gateway, and geographic region.

For international transactions (non‑Indian cards), Refunds, where approved, will be processed to the original payment method in accordance with applicable payment network and banking requirements.

11. Grievance and Billing Support

For refund requests, billing inquiries, or payment concerns, please contact:

Billing Team: billing@braingriddigital.com Support: support@chatiwa.com

For formal complaints or compliance matters:

Grievance Officer Apoorv Mehra BrainGrid Digital Email: grievance@braingriddigital.com

We acknowledge all billing inquiries within 48–72 business hours and work toward resolution as quickly as possible.

12. Changes to This Policy

We may update this Refund Policy periodically to reflect operational, legal, or regulatory changes. The latest version will always be available on ChatiWa.com. Continued use of the platform after any update constitutes acceptance of the revised policy.

13. Governing Law

This Refund Policy shall be governed by the laws of India. Any disputes arising from or relating to this policy shall be subject to the exclusive jurisdiction of the courts located in Delhi, India.

This Refund Policy is incorporated into and subject to the ChatiWa Terms of Service.