Refund & Cancellation Policy
This Policy explains when payments made for Alert21 services operated by Scriza Private Limited may be eligible for refund, reversal or billing correction.
1. Prepaid and Usage-Based Services
Alert21 communication services can incur telecom, provider or platform costs when a message or transaction is accepted, submitted or routed. Accordingly, consumed usage and charges already incurred are generally non-refundable even if a recipient does not read or ultimately receive a message, unless applicable law or a signed agreement requires otherwise.
2. Situations That May Be Eligible for Review
- A verified duplicate payment.
- A payment successfully debited but the corresponding Alert21 wallet or balance was not credited after reconciliation.
- A verified Alert21 billing or calculation error.
- A written commercial commitment that expressly provides a refund.
- A refund required by applicable law.
Eligibility for review does not automatically mean the full original payment is refundable if part of the balance has been consumed or non-reversible charges have already been incurred.
3. Generally Non-Refundable Items
- Consumed SMS or message segments and API usage.
- Telecom, provider, carrier or platform pass-through charges already incurred.
- DLT, regulatory, onboarding or setup charges paid or incurred for the customer.
- Custom development, integration or professional services already delivered.
- Charges caused by incorrect recipient data, template variables, customer configuration or unauthorized customer traffic.
- Amounts attributable to an account suspended for unlawful, abusive or policy-violating activity, to the extent permitted by law.
- Expected marketing, sales, delivery or business outcomes that were not achieved.
- Non-reversible tax, bank, payment-processor or foreign-exchange charges.
4. Billing Error or Duplicate Payment Requests
Please submit a billing-error or duplicate-payment request within 7 calendar days of the relevant transaction or statement, unless a longer period is required by applicable law or a signed agreement.
A request should include the Alert21 account or company name, transaction/UTR/reference number, payment date, amount, invoice/reference if available, reason for the request and supporting screenshot or document where relevant.
5. Review and Processing
Alert21 will review the payment, account ledger, usage, taxes and upstream costs before deciding eligibility. If a refund is approved, it will normally be initiated to the original payment method or another lawful agreed method. Bank and payment-processor timelines are outside Alert21's control and may require additional processing time.
6. Cancellation
Customers may stop future usage subject to any minimum term, subscription, committed volume, enterprise agreement or outstanding invoice. Cancellation does not reverse usage or third-party costs already incurred. Unused prepaid balance treatment, if any, will be governed by the applicable plan or written agreement.
7. Contact
Billing and refund requests: info@scriza.in
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