Cancellation & Refund Policy

1. Software Subscriptions & Cancellations

• Monthly & Annual SaaS Plans: Subscription fees for ZalePro enterprise tools (including the WhatsApp Business Suite, Shravz AI Platform, Z-Mail, and Business CRM) are billed in advance on recurring monthly or annual cycles.
• Instant Self-Service Cancellation: You can cancel recurring subscriptions at any time with 1-click via your account dashboard (/profile) or Workspace Settings. Cancellation immediately stops upcoming billing cycles.
• Access Post-Cancellation: Upon cancellation, your workspace features, WABA connectivity, and portal tools remain fully active until the conclusion of your current paid billing period. We do not charge cancellation or account termination penalties.

2. WhatsApp Cloud API Usage & Neural Credits

• Centralized Usage Ledger: Messaging volume dispatched via the Meta WhatsApp Cloud API and AI inference queries consume Platform Neural Credits (10 Credits = 1.00 AED) metered strictly down to 4 decimal places.
• Prepaid Balances: Top-up purchases of Neural Credits are delivered virtually and available immediately for HSM template dispatch and LLM compute. Dispatched Meta messages and consumed compute credits are non-refundable once delivered across the WhatsApp network.
• Unused Credits: In the event of account closure, unused non-bonus credits purchased within 30 days may be eligible for refund review upon formal request to our billing team.

3. Turnkey Whitelabel Licenses & Custom Deployments

• Purchases involving custom whitelabel software builds (such as ZalePro Sovereign SaaS, white-labeled WhatsApp portals, and custom domain integrations) involve dedicated engineer allocation and infrastructure provisioning. Once onboarding and repository deployment have begun, change-of-mind refunds are not permitted.
• Domain mapping parameters and Cloudflare R2 / Z-Storage storage allocations are final upon provisioning.

4. UAE Consumer Protection & Billing Error Exceptions

• Statutory Compliance: In accordance with UAE Federal Decree-Law No. 5 of 2023 on Consumer Protection, customers are entitled to remedies or refunds if a digital service suffers from documented critical defects preventing core advertised functionality that our technical team cannot rectify within 14 business days.
• Gateway & Duplicate Charge Adjustments: In the event of duplicate billing, Stripe processing errors, or unauthorized transactions, our finance desk will issue an immediate 100% refund to the original payment method upon verification.

5. How to Submit a Refund or Dispute Request

To submit a billing inquiry or refund request, please provide your registered account email, company name, transaction reference or invoice number, and description of the claim:

All refund inquiries receive an official written acknowledgment within 24–48 hours, and authorized refunds are credited to the original payment card within 5 to 10 banking days.