ZöTok.ai - Cancellation, Refund & Pricing Policy

About

ZöTok.ai is a network CRM platform for conversational commerce, powered by Generative AI and built on the WhatsApp Business API (Cloud API). It is offered as a secure and scalable SaaS solution, available on both web and mobile apps, ensuring seamless accessibility for sales teams, distributors, and retail partners.

Who is ZöTok.ai For?

• Brands & Manufacturers - looking to digitize their distribution channels, drive sales growth,secondary sales visibility and run effective marketing campaigns.
• Distributors & Stockists - who want to streamline order management, invoicing, and payments while staying connected with retailers in real time.
• Retailers & Trade Partners - who need easy access to product catalogs, schemes, invoices, and promotional offers directly on WhatsApp.

Plans & Pricing

ZöTok.ai is available in four subscription plans (as per pricing screenshot):

• Entrepreneur
• Small Business
• Mid-Size Business
• Corporate

🔹 Plans are based on the number of active customers managed through the platform.

🔹 Discounts are available for annual subscriptions (e.g., 15% off).

🔹 Promotional offers like zero setup fee (till 30th Sept) may apply.

🔹 Subscription includes platform usage, dashboards, and user seats.

Top-Ups (Pay-Per-Use Credits)

In addition to subscriptions, customers must purchase prepaid credits for WhatsApp messaging:

• Utility Conversations (e.g., order confirmations, invoices) → ₹0.12/message
• Marketing Conversations (e.g., promotions, schemes) → ₹0.88/message

Top-Up Options: ₹5,000 / ₹10,000 / ₹15,000 / ₹20,000 (or higher as needed).

🔹 Credits are consumed per conversation/session as per Meta's official pricing.

🔹 Credits are non-refundable and valid only while the subscription is active.

🔹 Negative balances (if campaigns overshoot) must be cleared immediately to avoid suspension.

Additional Charges (Not Included in Plan Fee)

• Meta Messaging Charges: All WhatsApp conversations (Utility, Marketing, Authentication, Service) incur Meta-defined charges, deducted from prepaid credits.
• CTWA Ad Spend: Paid directly to the client's Meta Ads Manager account (not included in ZöTok.ai subscription).
• Integration & Implementation Fees: Applicable for ERP, CRM, API, or custom workflow integration.
• Digital Marketing Support (Optional): Creative design, campaign optimization, audience targeting, billed separately based on scope.
• Professional Services: Premium onboarding, account management, advanced reporting, or dedicated support packages are billed separately.

1. Subscription Policy

• ZöTok.ai offers monthly and annual subscription plans.
• Subscriptions cover platform access, dashboards, and user seats.
• Discounts and promotional offers are non-refundable.
• Subscriptions auto-renew unless canceled prior to renewal (see Section 2).

2. Cancellation Policy

• Customers may cancel anytime via:
  ZöTok Dashboard → Settings → Billing → Cancel Subscription.
• Cancellations must be made 48 hours before the renewal date to avoid renewal charges.
• Subscription remains active until the end of the billing cycle.
• No partial-cycle refunds are issued.
• Accounts suspended due to non-payment, inactivity, or violations are not eligible for refunds.

3. Refund Policy

3.1 Monthly Subscriptions

• All monthly subscription fees are non-refundable once billed, regardless of whether the customer uses the platform or not during the billing period.
• The subscription fee grants access to the platform for a fixed term (one month), and charges are incurred at the time of billing, not based on actual usage.
• No refunds, credits, or pro-rata adjustments will be issued for:
  1. Partial use of the subscription within the billing cycle.
  2. Failure to actively use or access the services.
  3. Downgrades made mid-cycle (changes apply only from the next billing cycle).
• Customers are solely responsible for managing their subscription, including canceling prior to the next renewal date to avoid additional charges.
• In the event of account suspension or termination due to violations of Terms of Service, non-payment, or misuse, monthly fees already paid will not be refunded.

3.2 Annual Subscriptions

• Customers who cancel an annual subscription within 14 days of the initial purchase may be eligible for a pro-rata refund. Any applicable setup, onboarding, or implementation fees will be deducted from the refund amount.
• After the 14-day grace period, no refunds will be issued for annual plans, regardless of usage, inactivity, or partial utilization of services.
• Renewals of annual subscriptions are strictly non-refundable. Customers are responsible for managing their renewal preferences and must cancel prior to the renewal date to avoid charges for the next annual cycle.
• Mid-term cancellations (after 14 days but before the end of the subscription year) do not qualify for refunds, credits, or adjustments. The subscription will remain active until the end of the paid period.
• Downgrades to a lower-tier plan during an active annual subscription will only take effect at the next renewal. No partial refunds or credits will be issued for the unused portion of the higher-tier plan.
• Accounts suspended or terminated due to violations of Terms of Service, misuse, or non-compliance with Meta policies will not be eligible for refunds under any circumstance.

3.3 Top-Up Credits

• All top-up purchases are final and strictly non-refundable, regardless of whether the credits are fully used, partially used, or unused.
• Credits are valid only while the customer maintains an active subscription to ZöTok.ai. If the subscription is canceled, suspended, or terminated for any reason, all remaining credits will be forfeited without refund or adjustment.
• Top-ups are consumed on a pay-per-use basis (e.g., per WhatsApp conversation or campaign, as defined by Meta's pricing). Customers are responsible for monitoring their available balance to ensure uninterrupted service.
• Credits cannot be transferred, resold, or converted into cash, discounts, or offsets against subscription fees or other invoices.
• If a campaign or message delivery fails due to Meta policy rejection, inactive FBM/WABA, customer-side misconfiguration, or SIM/number deactivation, the credits consumed will not be reversed or refunded.
• Promotional or bonus credits (if provided as part of offers or marketing campaigns) are non-refundable, time-bound, and subject to expiry terms defined by ZöTok.ai.
• In the event of overspending or billing synchronization delays, an account may enter a negative balance. Customers must clear this balance immediately via additional top-ups. Services may be paused or suspended until the balance is settled.
• Accounts suspended or terminated due to fraud, abuse, or violation of Terms of Service will lose all remaining credits without eligibility for refund.

3.4 Refund Exceptions (Only if)

Refunds will only be considered under very limited and verifiable circumstances, including:

1. Duplicate Payments - If a customer is accidentally charged more than once for the same subscription period, top-up, or invoice, a refund will be issued for the duplicate transaction after validation by ZöTok.ai's billing team.
2. System or Technical Error - If a payment is successfully processed but credits are not allocated, or subscription access is not provisioned due to a verified system error, ZöTok.ai will either allocate the missing credits/services or issue a refund.
3. Auto-Renewal after Valid Cancellation - If a customer has submitted a valid cancellation request at least 48 hours before renewal and the system still charges the renewal fee, ZöTok.ai will refund the amount after internal verification.

Conditions & Limitations:

• Refund requests must be raised within 7 calendar days of the disputed transaction. Requests raised after this window will not be entertained.
• All refund requests must be submitted in writing to support@zotok.ai with transaction details and supporting evidence (e.g., payment confirmation, invoice number).
• Approved refunds will be processed to the original payment method only. No alternative refund methods (cash, credit transfer, or third-party accounts) will be supported.
• Refund processing typically takes 7-10 business days. Actual timelines may vary depending on the customer's bank, payment gateway, or card issuer.
• Refunds are not applicable in cases of non-usage, change of mind, account inactivity, customer misconfiguration, or policy violations.

3.5 Early-Term Refund Policy (15 Days Window)

• ZöTok.ai offers customers a “No Questions Asked Refund” option within the first 15 days of subscription activation.
• Under this policy, customers may request a refund for their subscription without providing a reason, provided the request is raised within 15 calendar days from the date of activation.
• Refund Amount:
  1. Any WhatsApp-related charges already incurred will be deducted from the refund.
     This includes:
  1. WABA setup costs
  2. WhatsApp conversation charges (utility, marketing, or other message categories) consumed during the refund period
  2. The remaining balance of the subscription fee will be refunded.
• Processing:
  1. Refund requests must be submitted in writing to support@zotok.ai.
  2. Approved refunds will be processed within 30 days from the date of the refund request.
  3. Refunds will be issued only to the original payment method used for the subscription.
• Limitations:
  1. This clause applies only once per customer account and is not valid for subsequent renewals or reactivations.
  2. Top-up credits purchased during this period remain non-refundable.
  3. If the account has been suspended or terminated due to policy violations, fraudulent use, or abuse, this refund clause will not apply.

4. Top-Up Rules

4.1 Prepaid Requirement

• All WhatsApp messaging activity (Utility, Marketing, Service, Authentication) requires prepaid credits.
• Customers must ensure that sufficient credits are available in their account before launching campaigns or enabling automations.
• Campaigns scheduled without adequate credits may fail or be paused automatically, and ZöTok.ai will not be responsible for such failures.

4.2 Fixed Denominations & Purchase

• Credits can be purchased in fixed denominations: ₹5,000 / ₹10,000 / ₹15,000 / ₹20,000 or higher multiples.
• Larger custom denominations may be allowed on request, subject to approval.
• Credits are added instantly upon successful payment confirmation, though slight delays may occur due to payment gateway or banking processes.

4.3 Rates (Meta Conversation Pricing)

• Credits are consumed based on Meta's official conversation-based pricing model.
• Current reference rates:
  1. Utility Messages → ₹0.12 per conversation/session
  2. Marketing Messages → ₹0.88 per conversation/session
• Pricing is subject to Meta's periodic revisions. Any change in Meta rates will be updated automatically in ZöTok.ai without prior notice, and customers are responsible for maintaining adequate balances at prevailing rates.

4.4 Validity & Usage

• Credits remain valid as long as the customer maintains an active subscription to ZöTok.ai.
• If a subscription is canceled, suspended, or terminated, all unused credits will be immediately forfeited without refund.
• Credits cannot be paused, frozen, carried forward, transferred to another account, or converted into cash or discounts.

4.5 Non-Refundable Nature

• All top-up purchases are final and non-refundable, irrespective of usage status.
• No refunds or reversals will be provided for:
  1. Unused or partially used balances.
  2. Excess top-ups made by mistake.
  3. Campaigns that fail due to customer misconfiguration, account restrictions, or Meta policy rejections.

4.6 Negative Balance Handling

• In certain cases (e.g., campaign overshoot, billing sync delays), an account may enter a negative balance.
• Customers must clear the negative balance immediately by topping up their account.
• ZöTok.ai reserves the right to pause or restrict services until dues are settled. Persistent negative balances may result in account suspension.

4.7 Edge Cases & Special Conditions

• Failed Campaigns: Credits will still be deducted if campaigns/messages fail due to:
  1. Meta template rejections,
  2. SIM deactivation,
  3. Inactive Facebook Business Manager (FBM) or WABA,
  4. Customer-side errors or misconfigurations.
• Promotional/Bonus Credits: Free or bonus credits provided as part of marketing campaigns, trials, or special offers:
  1. Are non-refundable and time-bound.
  2. Expire automatically as per campaign terms and cannot be extended.
  3. Cannot be exchanged for cash, applied to invoices, or carried over after expiry.

5. Edge Cases & Non-Refundable Scenarios

• To maintain fairness and align with SaaS industry practices, the following conditions are explicitly non-refundable and non-reversible:

5.1 Inactive Accounts

• No refunds or credits will be issued if a subscription or top-up remains unused after purchase.
• Payment is for access to the platform and services, not dependent on actual usage.
• Customers are solely responsible for utilizing the services during their billing cycle.

5.2 FBM/Meta Restrictions

• If a customer's Facebook Business Manager (FBM) or WhatsApp Business Account (WABA) is restricted, blocked, or suspended by Meta due to inactivity, policy violations, missing compliance, or authenticator/number issues, ZöTok.ai will not issue any refunds or credits.
• Customers are responsible for ensuring their FBM, WABA, and linked phone numbers remain active, compliant, and in good standing with Meta policies.

5.3 Failed Campaigns

• Credits consumed for campaigns or messages that fail due to:
  1. Meta policy rejection of templates
  2. Inactive FBM or WABA
  3. Incorrect setup or configuration errors by the customer
  4. Phone/SIM deactivation or number reassignment
  5. Network issues or device-level restrictions
     will not be reversed or refunded.

5.4 Promotional Discounts

• Any payments made under special offers, trial packages, or discounted pricing are strictly non-refundable.
• Free trials, bonus credits, or promotional benefits hold no cash value and cannot be exchanged or extended.

5.5 Fraudulent Activity or Abuse

• Accounts found engaging in spam, fraudulent activity, or violation of Terms of Service will be terminated immediately.
• In such cases, all active subscriptions, credits, and promotional balances will be forfeited without refund.

5.6 Chargebacks & Payment Disputes

• Initiating a chargeback or payment dispute with your bank/payment provider will result in immediate suspension of your account.
• To reinstate services, all outstanding dues (including disputed amounts and fees) must be cleared directly with ZöTok.ai.
• Customers are advised to contact support@zotok.ai for resolution before raising a chargeback.

6. Dispute Resolution

• In the event of any billing, service, or account-related concerns, customers are required to first contact ZöTok.ai at support@zotok.ai to seek resolution through our internal support and escalation process.
• ZöTok.ai will make reasonable efforts to investigate and resolve such matters promptly and fairly.
• If a resolution cannot be achieved through direct communication, any legal or financial disputes arising out of or in connection with the use of ZöTok.ai's services shall be governed exclusively by the laws of India.
• The parties agree that the competent courts located in Hyderabad, Telangana, India, shall have exclusive jurisdiction over all such disputes.
• By using the platform, the customer expressly waives the right to pursue claims in any other jurisdiction or under any non-Indian governing law.

7. Contact Us

support@zotok.ai

8. Policy Adaptability

• While this Cancellation, Refund & Pricing Policy applies uniformly to all customers by default, ZöTok.ai recognizes that enterprise clients, channel partners, and large-scale deployments may require tailored commercial terms.
• Accordingly, specific elements of this policy (such as subscription terms, payment schedules, service-level commitments, or refund eligibility) may be modified, expanded, or waived in accordance with a mutually executed agreement, master services agreement (MSA), or client-specific contract.
• Any such customization will be valid only when documented in writing and formally approved by ZöTok.ai's authorized representatives.
• In case of conflict between this general policy and a signed client agreement, the terms of the client agreement shall prevail.
• ZöTok.ai also reserves the right to revise, update, or amend this policy periodically to reflect changes in law, SaaS industry practices, or platform operations. Updated versions will be published on the ZöTok.ai website, and continued use of the platform will constitute acceptance of the revised terms.