Refund Policy

This Refund Policy explains how CoPulse ("CoPulse," "we," "us") handles prepaid wallet balances and related payments for the CoPulse customer engagement platform (the "Service"). It supplements our Terms & Conditions and pricing pages.

Summary

We do not offer cash refunds for wallet top-ups or unused wallet balance back to your card, bank account, or other payment method. When you add funds, that money stays in your organization wallet until you spend it on eligible platform usage (messages, calls, AI processing, and other metered services).

This model keeps pricing simple: you prepay once, see every debit in real time, and control spend through your wallet balance and campaign previews.

Wallet top-ups

• Top-ups are prepaid credits applied to your organization wallet (and any linked sub-wallets you configure).
• Top-ups are non-refundable to your original payment method except where applicable law requires otherwise.
• Unused balance remains available for future usage until spent or until your account is closed in accordance with these terms and our Terms & Conditions.
• Top-up amounts and currency are shown at checkout before you confirm payment.

Usage charges

When you send messages, place calls, run AI agents, or use other metered features, we debit your wallet at the rates shown in the product or published pricing at the time of use. Usage charges are generally final once the underlying service has been delivered (for example, after a message is accepted by a carrier or a call segment completes).

If a send fails before delivery and no carrier or provider cost was incurred, we may release reserved funds back to your available wallet balance. That is an internal wallet adjustment — not a refund to your payment method.

Balance adjustments

We may credit or debit your wallet to correct clear billing errors, reverse failed operations, or apply promotional credits we explicitly offer. These adjustments change your wallet balance only; they do not constitute a refund to an external payment method unless we are legally required to provide one.

Account closure

If you close your organization account or we terminate access under our Terms, any remaining wallet balance is handled as described in the Terms. We do not guarantee payout of unused balance to you unless required by applicable law.

Chargebacks and payment disputes

If you dispute a charge with your bank or card issuer instead of contacting us first, we may suspend the account while the dispute is investigated. Fraudulent or abusive chargebacks may result in permanent account closure.

For billing questions, email billing@copulse.app before initiating a chargeback so we can help resolve the issue.

Legal rights

Nothing in this policy limits any mandatory consumer or data-protection rights you may have under applicable law in your jurisdiction. Where local law requires a refund in specific circumstances, we will comply.

Changes

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated effective date. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.

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