Refund Policy

1) Scope

This policy governs refunds of setup fees and monthly subscription fees for Sayden services. If a signed contract states otherwise, the contract applies.

2) Setup fee (one-off)

• Before the kick-off session: refunded in full, less any actual bank transfer fees.
• After kick-off and before activation: 50% refunded, because part of the work (analysis, scenario design and knowledge base) has already been delivered.
• After activation and operation begin: non-refundable, because the operational assets are delivered and live on your number.
• Pilot (14 days): 50% is credited against the subscription if you move to a package within 30 days. If you do not, the fee is non-refundable once implementation has begun.

3) Monthly subscription

The subscription is invoiced in advance for the current month and is non-refundable for a month that has started and in which the service was operated. If we terminate without a contractual cause, we refund the pro-rata unused portion of the month.

4) Non-refundable fees

• WhatsApp platform fees and marketing message fees actually consumed.
• Additional number costs, third-party licences and CRM/ERP subscriptions purchased on your behalf.
• Actual bank transfer fees.
• Any additional implementation service already performed and approved in writing.

5) No-refund cases

No refund applies in the case of a material breach of the prohibited-use clauses (clause 6 of the Fair Use Policy and clause 4 of the Terms of Service), where the WhatsApp number is restricted because of violations originating from you or your team, or where the relationship ends because your team repeatedly fails the agreed lead-claim deadline despite notice.

6) Service credit instead of refund on outage

If an actual outage on our side exceeds 48 continuous hours in a month (excluding announced maintenance or WhatsApp platform decisions), we grant a service credit on the next invoice equal to the affected period, automatically and without you having to ask.

7) How to request a refund

Email hello@sayden.com with the invoice number and reason. We respond with an approval or a written rejection reason within 7 business days, and execute approved refunds within 14 business days using the original payment method.