Refund Policy

Update Date: 1 January 2024.

Mobeep is a fast-growing provider of telecom and cloud communication solutions, serving a diverse client base that includes mobile carriers, aggregators, and enterprise customers across more than 190 countries. With a vibrant and youthful team, Mobeep brings innovative, high-quality messaging services—including SMS, 2‑Way Messaging, WhatsApp, Voice, Email, RCS, and Chatbots—to help businesses seamlessly connect with their global user base.

In addition to outbound messaging, Mobeep facilitates real-time engagement via its 2‑Way Messaging platform, and empowers entrepreneurs to become A2P SMS aggregators through its reseller program.

Founded in 2023, Mobeep Communications Private Limited is headquartered in Indore, Madhya Pradesh, India, and operates an affiliated Dubai‑based entity, Mobeep L.L.C. (FZ‑LLC), in the UAE. It maintains robust global infrastructure by partnering with hundreds of mobile carriers to ensure secure, reliable, and scalable messaging services.

1. SCOPE

1.1. Final Purchases

All payments for Mobeep services are considered final. We do not offer refunds under normal circumstances.

1.2 Exception of Service Failure

Refunds or account credits may be granted solely in cases of verified service failure or non-delivery, where the issue is due entirely to Mobeep’s systems and not user error.

1.3 User Reporting Procedure

If a user believes a service failure has occurred, they must promptly contact our support team. The procedure is as follows:

Submit a detailed ticket via email to support@mobeep.io, specifying service type (e.g., SMS, WhatsApp, Chatbot), timestamps, message IDs, and description of the issue.
Operations Team Investigation: Upon receipt, our Operations Team will investigate promptly and determine if the failure falls under eligible refund criteria.

2. ELIGIBLE SERVICES COVERED BY REFUND POLICY

2.1 Scope of Coverage

This Policy applies to all communication services provided by Mobeep, including:

SMS (one-way and two-way messaging)
WhatsApp messaging
Voice (IVR calls, notifications)
Email
RCS (rich communication services)
Chatbots

2.2 Free Trials & Testing

Free testing environments, demos, or developer sandboxes provided by Mobeep are not subject to refunds. These trials incur no charges.

2.3 Payment and Service Model

Usage-based credits (e.g., per SMS, message, voice minutes), monthly subscriptions, or flat-fee billing apply.
All transactions are considered final unless a credible service failure is identified.

2.4 Eligibility Criteria for Refund

A user may be eligible for a refund or credit only if all of the following conditions are met:

The user has fully paid for the service in question.
The service delivery issue is fully attributable to Mobeep’s systems (e.g., server crashes, internal misrouting, software bugs).
The problem occurred through no fault of the user—configuration errors, improper workflows, or invalid contact data are not covered.

The user has submitted a valid claim including timestamps, message IDs, and relevant logs to support@mobeep.io for investigation.

2.5 Examples of Eligible Failures

SMS or WhatsApp messages stuck in the Mobeep queue due to internal system failures.
Voice notifications not sent due to a backend error.
Email dispatch failures traceable to Mobeep’s infrastructure.
Any delivery failure where Mobeep can reproduce a fault within its platform.

Excluded Scenarios (Non-Refundable)

Refunds will not be provided in the following cases:

User misconfigurations (e.g., wrong API parameters, invalid phone numbers, incorrect templates).
Regulatory compliance issues (e.g., unapproved sender IDs, DND violations—these are ineligible)
Expired or consumed credits, setup fees, integration costs, premium numbers, or alphanumeric sender IDs.
Failures related to external factors (e.g., recipient carrier outages, internet disruptions).
Any fraudulent, abusive, or policy-violating usage patterns.

3. NON-REFUNDABLE ITEMS AND SCENARIOS

3.1 Final Sale - All Charges Non-Refundable

All payments made by the User including credits, subscriptions, fees, usage charges, and renewals are considered final and non-refundable unless explicitly stated otherwise herein.

3.2 Ineligible Refund Services

Refunds shall not apply to the following (even in case of service failure):

Consumed or expired credits or usage units (SMS, minutes, chatbot interactions, etc.).
Optional features or premium services, such as:
- Alphanumeric sender IDs
- Dedicated numbers
- Template registration services
- Integration setups or consultancy fees
Regulatory non-compliance issues, including:
- Sender IDs or templates not approved by telecom regulators
- Recipient DND status
- Invalid or restricted destinations
Any user-side errors or misconfigurations, including:
- Incorrect API parameters, invalid recipient numbers, or messaging protocols

Failures due to third-party carrier rules, recipient device issues, or network disruptions

3.3 Fraud, Abuse & Policy Violations

Charges resulting from usage patterns deemed fraudulent, abusive, or in violation of Mobeep’s Terms and Conditions will not be refunded
Any such violations may result in service suspension, termination, or legal action at Mobeep’s discretion.

3.4 External Failures & Third Party Issues

Failures caused by external factors such as recipient carriers, internet service providers, device-level issues, or regulatory interventions are not eligible for refunds or credits.

4. PRO‑RATA CREDITS & ADJUSTMENTS

4.1 Eligibility for Partial Credits

If a verified service failure occurs (e.g., SMS queue stalled, Voice/API outage, Email not dispatched), Mobeep may issue pro-rated refunds or account credits, determined on a case-by-case basis reflecting only the portion of service that failed.
This ensures fairness without compromising contractual integrity.

4.2 Calculation Methodology

Credits or refunds will be calculated based on the percentage of service impacted.
- Example: If user paid for 10,000 SMS and only 6,000 were delivered due to a system outage, Mobeep may credit/ refund the proportionate remaining 4,000 messages.
For subscription services, calculations consider the unused time or features lost due to verified system failures.

4.3 Issuance of Credits vs Refunds

Credits are prioritized and applied to the user’s account automatically after validation.
Where credits are impractical or user requests, refunds may be provided via the original payment method, or credited upon mutual agreement between Mobeep and the user.

4.4 Timing of Issuance

Approved credits or refunds will be processed within 10–15 business days after verification—mirroring standard industry timelines.

4.5 Exceptions & Limitations

No pro-rated compensation will be provided for:
- Services consumed or expired prior to the incident.
- Partial disruptions shorter than 2 continuous hours, unless exceptional circumstances are proven.
- Misuse or configuration issues on the user’s side.

5. REFUND REQUEST & PROCESSING

5.1. Submission of Refund Requests

If you believe Mobeep has not delivered a paid service due to internal failure (SMS, WhatsApp, Voice, Email, RCS, Chatbot), please submit a detailed refund request via email at support@mobeep.io. Include the service type, precise date, time (with time zone), message IDs or invoice references, and a comprehensive description of the issue. There is no strict deadline for submission, though providing complete information early helps expedite resolution.

5.2. Investigation & Evaluation

Once your request is received, our Operations Team acknowledges it within two business days and assigns a unique ticket. They perform a three-step assessment: confirming payment, analyzing system logs to trace faults within Mobeep’s platform (e.g., API outages, message queuing errors), and determining whether the issue was internal or due to external factors or user configuration misunderstandings.

5.3. Eligibility Decision

If the failure is attributable entirely to Mobeep’s infrastructure and verified through internal diagnostics, your claim is approved. Mobeep will then calculate a fair remedy—pro-rata refund or account credit—based solely on services genuinely impacted. Conversely, if the investigation reveals misconfiguration, regulatory issues, or third-party carrier faults, the claim will be declined. We communicate all decisions with a clear rationale and advise users of their right to appeal.

5.4. Issuance of Credits or Refunds

Once approved, refunds or credits are issued within 10–15 business daysconsistent with telecom industry standards.

Users may select between a refund to the original payment method (USD, EUR, or INR) or receive equivalent account credit. Any banking fees or currency conversion costs will be adjusted as outlined in Section 11.

5.5. Communication & Transparency

Mobeep commits to clear, ongoing communication at every stageacknowledging receipt, progress updates, and final resolutions. This approach fosters trust, minimizes disputes, and aligns with best‑practice provider policies .

6. PROCESSING TIMELINE & DISBURSEMENT OPTIONS

6.1 Timely Processing (10–15 Business Days)

Once Mobeep approves a refund or credit request, the remedy is processed within 10–15 business days, consistent with telecom industry norms where refund timelines typically range from 5 to 15 business days. Users can expect confirmation when the transaction is initiated and details of the amount that will be credited or refunded.

6.2 Available Disbursement Methods

Mobeep offers both original payment refunds and account credits as disbursement options. Refunds are issued in the same currency used during the transaction (USD, EUR, or INR), unless otherwise agreed. Alternatively, users may elect to receive their remedy as account credit, which can be applied to future services. This flexibility supports user preference and operational efficiency.

6.3 Deductions for Transaction Costs

Refund amounts will be processed net of any third-party fees such as bank transaction charges, payment gateway fees, or currency conversion expenses that were incurred with the original payment. Mobeep will clearly communicate any deductions in the refund notification, in accordance with policy.

6.4 Ongoing Communication

Throughout the processing phase, Mobeep maintains transparent communication. Users are kept informed when (a) refunds are initiated, (b) credits are added to their account, or (c) external banking timelines apply. This ensures users are fully aware of the status and expected timing of the refund or credit issuance.

7. FRAUD OR VIOLATIONS

7.1. Policy Violations and Abuse

Requests stemming from misconduct such as fraud, abuse, or breach of Mobeep’s Terms & Conditions are categorically denied. This includes instances of policy manipulation, intentional misuse of services, or violations of telecom regulations. In these cases, Mobeep reserves the right not only to refuse the refund or credit but also to suspend services, terminate agreements, or pursue legal action, in order to protect the integrity of its operations and defend against misuse.

7.2 Administrative Fee Recovery

In the event of unjustified or malicious refund requests such as frivolous claims or unsupported allegations Mobeep reserves the right to recover any administrative costs incurred during the investigation. Users will be notified in writing of any such fees before recovery, and these charges will be applied only after giving users a fair opportunity to respond or withdraw their claim.

7.3 Balancing Fairness with Operational Integrity

Mobeep strives to strike a balance between transparency and flexibility. While upholding a firm “no-refund” principle, it recognizes that human and system errors can occur. Discretionary considerations enable tailored, fair outcomes without exposing the company to open-ended liabilities. All exceptional decisions are tracked in a centralized log to ensure consistency, fairness, and accountability in alignment with industry best practices.

8. CHARGEBACKS & DISPUTE HANDLING

8.1 Unauthorized Chargebacks

Initiating a chargeback or payment reversal without first contacting Mobeep is considered “unauthorized.” Users must raise concerns or seek clarification by emailing support@mobeep.io before disputing any transaction. Beginning a chargeback without first engaging with Mobeep may lead to suspension of services until the issue is resolved, and the user may be held responsible for any associated fees related to the reversal.

8.2 Recovery Rights

If a chargeback is initiated unilaterally, Mobeep reserves the right to not only suspend the user’s account but also pursue recovery of the full payment amount, in addition to any administrative or penalty fees incurred. This response safeguards Mobeep against payment fraud and unnecessary operational losses.

8.3 Recommended Dispute Resolution Process

Mobeep encourages users to initiate a dialogue via support@mobeep.io to resolve any billing or service issues. The Operations Team commits to reviewing and responding to such queries within two business days, aiming to resolve discrepancies amicably and avoid escalation to chargebacks or legal disputes.

8.4 Legal Remedies and Final Recourse

While amicable resolution is preferred, Mobeep reserves the right to seek judicial or arbitration-based remedies in cases of fraudulent chargebacks or misuse of the system. Users initiating unjustified disputes may be liable for all legal costs, including attorney fees, incurred in recovering disputed amounts.

9. CURRENCY, FEES & DEDUCTIONS

9.1 Currency for Refunds

Refunds are issued in the same currency used to make the original payment—USD, EUR or INR unless otherwise agreed. This ensures consistency and avoids confusion over exchange rate fluctuations.

9.2 Transaction Costs

Mobeep processes refunds net of any third-party charges associated with the original payment. This includes bank fees, gateway commissions, and currency conversion costs. Users will see the gross amount, followed by a clear breakdown of deductions reflecting actual net refund values, in line with industry-standard billing practices.

9.3 Regulatory & Compliance Fees

Any charges incurred to comply with telecom regulations—such as licensing, template registration, numbering assignments, or government levies—are treated as non-refundable. These costs are borne by the user and are not subject to refunds or credits.

9.4 Promotional Credits & Charges

Refunds will exclude promotional credits, discounts, or bonus usage. These incentives are intended for value-add and are not redeemable for cash or monetary refund.

10. REGULATORY COMPLIANCE FAILURES

10.1 Responsibility for Compliance

Users are solely responsible for obtaining and maintaining all necessary regulatory compliance to send messages. This includes registering templates, sender IDs, complying with DND (Do Not Disturb) regulations, and any regional telecom rules (e.g., TR AI in India, TCPA/CTIA in the U.S., etc.)

10.2 No Refunds for Regulatory Rejections

If any message delivery fails due to non-compliance with local telecom regulations such as unregistered templates, invalid sender IDs, DND list violations, or recipient blocking Mobeep will not issue refunds or credits. Such outcomes are the result of regulatory restrictions and not system errors.

10.3 Applicable in All Jurisdictions

This policy applies regardless of the user’s location or the applicable regulatory framework. Mobeep will comply with local law in refund adjudication but will not absorb costs arising from user-side regulatory failures.

10.4 Reference to Regulatory Authority

For assistance with regulatory information or template/sender ID registration, users should refer to relevant telecom authorities such as TRAI in India or FCC/CTIA in the U.S. . Mobeep does not guarantee refunds related to regulatory approvals or denials.

11. POLICY UPDATES & EFFECTIVE DATES

Adjusting for future changes:

11.1 Revision Rights: Mobeep may revise this Refund Policy at any time, effective upon posting.

11.2 Effective Date: The current Effective Date will appear at the top of the policy.

11.3 Non-retroactivity: Changes affect only future purchases; past transactions remain governed by the policy version in effect at time of purchase.

11.4 User Obligations: Users are encouraged to review the Policy regularly; continued use after updates implies acceptance.

12. CONTACT INFORMATION & SUPPORT

How to reach Mobeep for claims and queries:

12.1 Support Email: All refund inquiries should be directed to support@mobeep.io.

12.2 Operations Team: Our team handles investigations, updates, and communication throughout the process.

12.3 Escalation Option: For unresolved issues, users may request escalation to senior management.

12.4 Dispute Escalation: In case of disputes beyond our internal process, users may invoke the dispute resolution procedures set out in our Terms & Conditions.