Refund Policy & SLA

Subscriptions, message credits, media packs, dedicated WhatsApp names and related fees are paid in advance. Given the digital nature of the service and the immediate consumption of sends, payments are in principle non-refundable, except in the cases set out below. Each completed payment generates a PDF invoice available in the portal.

The FREE plan, reserved for development, lets you test the service at no cost before any paid subscription. We encourage you to validate your integration using this plan and the test numbers before going to production.

A full or partial refund may be granted in the following situations:

• Double billing or payment error attributable to the platform.
• Major and prolonged unavailability attributable to TOTAL INNOVATION, not related to a third party (WhatsApp/Meta, carriers).
• Billing of an unconsumed quota in the event of a proven technical error on our part.

• Send your request to contact@total-innovation.net within 14 days of the relevant payment.
• Include your account ID, the relevant transaction and the reason.
• We review each request and respond within 7 business days.
• Approved refunds are made via the original payment method (LigdiCash), subject to the provider's processing times.

You may cancel your subscription at any time from the portal. Cancellation takes effect at the end of the current period; no pro-rata refund is made for the period already started, unless otherwise required by law.

We aim for high service availability and use reasonable means to ensure it:

For any refund request or question about the service level, write to us at contact@total-innovation.net.