Refund Policy

Last updated: 22 September 2026

1. Scope

This policy applies to subscriptions to the GetReply platform operated by Neo Grow Marketing. Where a separate written agreement has been signed with a customer, that agreement prevails to the extent of any inconsistency.

2. Try before you pay

Every new account receives a free trial period as published on our pricing page. The trial is provided so that you can evaluate the platform before any payment is made.

3. General rule

The service is delivered digitally and is made available to you from the start of each billing period. Fees are therefore non-refundable, except in the limited circumstances set out in Clause 4 or where a refund is required under applicable Indian law, including the Consumer Protection Act, 2019.

4. When a refund may be considered

A refund may be approved, in whole or in part, where:

  • 4.1 a duplicate or erroneous payment has been taken;
  • 4.2 the service was charged for but not provisioned to your account;
  • 4.3 a verified billing error on our side resulted in an overcharge; or
  • 4.4 the platform was unavailable for a continuous period of more than seventy-two (72) hours due to a fault attributable solely to us, and you reported it at the time.

Every request is verified against our billing and service records before a decision is made. We aim to decide within seven (7) working days of receiving the request.

5. What is not refunded

  • 5.1 Any part of a billing period that has commenced.
  • 5.2 Unused capacity, including unused messages, unused AI replies or unused days of service.
  • 5.3 Prepaid message balance. These amounts are paid onward to the messaging platform to fund your sending and cannot be recalled. The balance remains usable while your account is open.
  • 5.4 Charges for messages already sent or delivered.
  • 5.5 Outcomes decided by Meta, including template rejection, category changes, messaging limits, quality ratings, verification decisions or account restrictions.
  • 5.6 Periods during which an account was suspended or terminated for breach of our Terms of Service, including sending to recipients who had not opted in.
  • 5.7 Dissatisfaction with results obtained from your own campaigns or content.

6. How refunds are made

Approved refunds are credited to the original payment method within seven (7) working days of approval. Bank or gateway timelines may add to this. Where a credit against future invoices is acceptable to you, it can be applied immediately.

7. Chargebacks

If a chargeback is raised while a request is under review, the account may be suspended until the matter is resolved with the payment provider.

8. How to request

Email [email protected] from the email address registered on the account, with the subject "Refund" and the invoice number. We acknowledge within two (2) working days.

[email protected] · +91 99135 37531
Neo Grow Marketing, Ahmedabad, Gujarat 382424, India