Refund & Cancellation Policy

Last updated: 27 June 2026

This Refund & Cancellation Policy applies to paid subscriptions to AiServe Shared WhatsApp Inbox ("Service"), provided by AiServe Shared WhatsApp Inbox ("we", "us"). It supplements section 4 of our Terms of Service.

1. Cooling-off period

You may request a full refund of your first paid invoice within 7 days of payment if all of the following are true:

• you have not yet connected a live WhatsApp number to your Workspace;
• your Workspace has not sent any messages to real customers through the Service;
• you have not used the AI suggestion feature on customer conversations beyond trial / setup activity.

Refunds during the cooling-off period are made to the original payment method within 14 working days of the request being verified.

2. After the cooling-off period

Fees are charged in advance for each billing cycle and are non-refundable after the cooling-off period above, except where required by applicable consumer-protection law. You can cancel at any time and the Service will continue until the end of the cycle you have already paid for.

3. Cancellation

To cancel, the Workspace administrator can either close the workspace from the admin area or email us at the support address listed in your Workspace settings . Cancellation takes effect at the end of the current paid billing cycle. We do not pro-rate refunds for partial months.

4. Plan changes (upgrades and downgrades)

You may move between plans (Starter, Growth, Enterprise) at any time. When you upgrade mid-cycle we charge the prorated difference for the remainder of the cycle. When you downgrade mid-cycle the change takes effect at the start of the next cycle and we do not refund the difference for the current cycle.

Adding extra seats on the Enterprise plan is billed at RM 12 per seat / month and is prorated for the current cycle.

5. Failed payments

If a recurring payment fails we will email the Workspace administrator and give you 7 days to update the payment method before the Workspace is suspended. Suspended Workspaces stop receiving and sending messages but data is retained for 30 days so you can recover after settling the invoice.

6. Third-party charges

Refunds from us do not cover charges made by third parties you connect to your Workspace, including Meta (WhatsApp Cloud API conversation fees), Anthropic (AI suggestion tokens), Evolution server hosting, or partner gateways. Refund requests for those should be directed to the respective provider.

7. Chargebacks & disputes

Please email us before initiating a card or bank chargeback so we have a chance to resolve the issue directly. Initiating a chargeback after our refund policy has been applied may result in your Workspace being suspended pending the dispute outcome.

How to request a refund

Email your Workspace administrator first. If that does not resolve it, email us at the support address listed in your Workspace settings with your Workspace slug, the invoice number, and a brief reason. We will respond within 7 working days.