Refund Policy

Last updated:

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for all new subscriptions to Tugni's WhatsApp Business chatbot platform. If you are not satisfied with our service for any reason, you can request a refund within 30 days of your initial subscription.

This guarantee applies to both monthly and annual subscription plans and is available to first-time subscribers only. Please note that any consumed chatbot messages will be deducted from the refund amount at our standard messaging rates.

Refund Eligibility

You may be eligible for a refund under the following circumstances:

Within 30-Day Guarantee Period

  • Full refund for any reason within 30 days of initial subscription
  • No questions asked policy for new customers
  • Applies to your first subscription with Tugni

Service-Related Issues (After 30 Days)

  • Service outages exceeding 48 consecutive hours (prorated refund)
  • Major platform failures that prevent core functionality
  • Account termination by Tugni due to platform technical issues (not user violations)
  • Billing errors or duplicate charges

Annual Subscription Refunds

For annual subscriptions experiencing major service failures after the 30-day period, we may provide prorated refunds for unused months at our discretion.

Non-Refundable Situations

Refunds will not be provided in the following circumstances:

  • Requests made after the 30-day guarantee period has expired (except for service failures)
  • Account termination due to user policy violations
  • Changes in business needs, strategy, or requirements
  • Service interruptions caused by WhatsApp API issues beyond Tugni's control
  • Partial month usage for monthly subscriptions (except during service failures)
  • Requests from customers who have previously received refunds
  • Downgrade requests (you may downgrade for future billing cycles)

Refund Types and Calculations

Full Refunds

  • 30-day guarantee: Refund of subscription fees minus consumed chatbot messages
  • Billing errors: Full correction of incorrect charges
  • Duplicate charges: Full refund of duplicate amount

Prorated Refunds

  • Service outages: Calculated based on downtime duration
  • Annual plans: Unused months for major service failures
  • Platform termination: Remaining subscription period

Chatbot Message Deductions

Any chatbot messages sent during your subscription period will be deducted from your refund at our standard messaging rates, even within the 30-day guarantee period. This applies only to automated AI chatbot responses - manual responses made by human agents are not subject to deduction. The Free plan, which includes only manual responses, has no message deductions.

Message deduction rates are calculated based on the actual cost of AI processing and will be clearly itemized in your refund calculation.

Refund Process

How to Request a Refund

  1. Contact our support team at support@tugni.com
  2. Include your account email and reason for the refund request
  3. Provide any relevant details about service issues (if applicable)
  4. We will review your request within 2 business days

Processing Timeline

  • Request Review: 1-2 business days
  • Refund Processing: 3-5 business days after approval
  • Payment Method Return: 5-10 business days (depends on your bank/PayPal)

Refund Method

All refunds will be processed through the original payment method used for the subscription. Refunds will be issued to the same PayPal account or credit/debit card used for the initial payment.

Account Status During Refund

  • Your account will remain active during the refund review process
  • Service access may be terminated once the refund is processed
  • You can export your data before requesting a refund
  • Refunded accounts cannot be reactivated with promotional pricing

Cancellation vs. Refund

Regular Cancellation

You can cancel your subscription at any time without requesting a refund. Your service will continue until the end of your current billing period, and you will not be charged for subsequent periods.

Immediate Termination with Refund

If you request a refund, your service access will typically end once the refund is processed, regardless of your current billing period status.

Special Circumstances

Technical Migration Issues

If you experience significant technical difficulties during migration to our platform that prevent successful service setup, we may extend the 30-day guarantee period on a case-by-case basis.

Service Upgrades and Downgrades

Plan changes do not reset the 30-day guarantee period. The guarantee applies to your initial subscription date regardless of subsequent plan modifications.

Multiple Account Refunds

The 30-day guarantee is limited to one refund per customer or business entity. Additional accounts created after a refund are not eligible for the money-back guarantee.

Dispute Resolution

If you disagree with a refund decision, you may request a review by contacting our support team within 30 days of the initial decision. We will review disputed refund cases with our management team and provide a final decision within 5 business days.

For payment disputes processed through PayPal, you may also use PayPal's dispute resolution system according to their terms and policies.

Policy Updates

We may update this Refund Policy from time to time. Changes will not affect refund requests made before the policy update. We will notify customers of material changes via email and by posting the updated policy on our website.

Contact Information

For all refund requests and questions about this policy, please contact us at:

Email: support@tugni.com
Subject Line: "Refund Request - [Your Account Email]"

Please include your account email address and a brief description of your refund request to help us process your inquiry quickly.