Payment & Refund Policy

The short version

You pay for the software, and your plan grants you credits for the channels you send on.
Credits are units, not money. One email credit is one recipient. One SMS credit is one message segment.
When a credit balance reaches zero, sending on that channel stops. Nothing is sent on account. There is no balance to draw down, no overdraft, and no bill afterwards.
To start sending again, you buy more credits. They are added once your payment has settled.
Plan credits reset at each renewal. Credits you bought as a top-up roll over. If your subscription ends, every credit lapses, including the ones you bought.
We do not charge you for WhatsApp. Meta bills you directly for WhatsApp messages, and we add nothing on top.
Cancelling stops the next renewal. You keep access until the end of the period you already paid for.
Billing questions: [email protected].

This policy forms part of the Terms of Service.

1. What you are charged for

The platform fee — covers the platform itself: the shared inbox, contacts, automations, templates, reports and the rest of the tooling. Some plans waive it; see section 2.
Credits, held as four separate counters:
- Email credits — one credit per recipient.
- Masked SMS credits — SMS sent from a branded sender name. One credit per message segment.
- Non-masked SMS credits — SMS sent from the default sender. One credit per message segment.
- AI credits — spent by the AI features in the product.

The four counters are separate and do not substitute for each other. Masked SMS credits cannot pay for a non-masked SMS, and neither can pay for an email. Running out on one channel stops that channel and leaves the others alone.

WhatsApp is not on this list. WhatsApp messages are billed to you by Meta, directly, under your own WhatsApp Business account. We do not price WhatsApp, do not resell it, and add no margin to it. Nothing in this policy makes you liable to us for a WhatsApp message.

Prices are shown in Bangladeshi Taka unless stated otherwise at checkout.

2. The platform fee

Whether you pay the platform fee depends on the plan you are on: some plans waive it and some do not. Build your plan in billing settings and the summary shows the fee for the plan and term you have picked, before you pay. Longer billing terms and any coupon you apply both discount the fee, and their discounts add together.

If you bring your own sending infrastructure — your own mail server or your own SMS gateway — you pay the platform fee and buy no credits for that channel, because we are not carrying those messages.

3. Billing

Subscriptions are charged in advance for the term you choose.
Payment is taken through SSLCommerz, which accepts cards and the mobile financial services commonly used in Bangladesh, including bKash, Nagad and Rocket. We never see or store your card number or wallet credentials — they are entered on the provider’s own page.
An invoice is issued for each charge and is available in your billing settings.
Renewal is automatic at the end of each term unless you cancel first.
Everything you owe us is charged in advance. We do not bill you after the fact for messages you have already sent.

4. How credits work

Credits are whole units of sending. They are not money. They hold no cash value, cannot be transferred to another account, and cannot be exchanged for cash.

What one credit buys

Email — one credit per recipient. A campaign to 5,000 people costs 5,000 email credits.
SMS — one credit per segment, taken from the masked or the non-masked counter depending on which sender you send from. A message longer than one segment costs more than one credit. English text fits 160 characters in a single segment, or 153 per segment once it splits. Bangla, and any other non-Latin script, fits 70 characters in a single segment, or 67 per segment once it splits. This is the mobile operators’ rule, not ours. A Bangla SMS therefore costs more credits than an English one of the same length.
AI — the AI features spend AI credits. How many an action costs depends on how much text it works through, with a minimum of one credit, so the exact number is settled once it has run. An AI action needs at least one AI credit to start; at zero, the AI features refuse.

Messages you receive never cost a credit. Inbound email, SMS and WhatsApp are free to you.

When credits run out, sending stops

This is the part to read twice.

A single send is refused before it is dispatched when the balance for that channel cannot cover it. The message is not sent. You are told at the moment you try, not afterwards.
A campaign is checked as a whole, before it starts. If your balance cannot cover every recipient in it, the campaign does not begin at all. There is no partial send that runs out halfway through your list. Buy more credits, or cut the audience down, and start it again.
A scheduled campaign is checked twice — when you schedule it, and again at the moment it is due to send. A schedule that was affordable when you set it can be refused at send time if the balance has moved in between. Scheduling a campaign does not reserve credits for it.

Sending does not continue on credit. We do not invoice you for messages sent past a zero balance, because there are none. Plan your sending around this.

When a credit comes back

A credit is returned when the message failed before it left the platform — the gateway refused it, or the platform itself blocked it because consent was missing or it fell inside quiet hours. Nothing was carried on your behalf, so nothing is spent.

A credit is not returned once the message has left the platform, whatever happens to it afterwards. A message that the operator accepted and then bounced, expired, or was rejected by the handset has been sent, and the credit is spent.

Reset, roll-over and lapse

Credits granted by your plan reset at each renewal. They are an allowance for the period, not a savings account. Whatever is left of them on the day you renew is replaced by the new period’s allowance, not added to it. Unused plan credits are not carried forward and are not refunded.
Credits you purchased as a top-up roll over, and expire twelve months after you buy them. You paid separately for them, so they stay on the account across renewals and are not reset. Each purchase expires twelve months after the day its payment settled, and that date is shown to you before you pay. Where you hold more than one purchase, the older one is spent first, so the credits closest to expiring are always the ones used up.
If your subscription ends, every credit lapses — purchased credits included. Cancellation, non-payment and expiry all end the subscription. There is no facility to keep spending credits on a closed account, and credits are not converted back into money. If you hold purchased credits you have not used, use them before your subscription ends.

Buying more credits

You choose the quantity, above a minimum. You are not restricted to fixed packs.
Top-up credits are priced at the rate of the plan tier your subscription is currently on. Buying a large quantity does not by itself earn you a better unit rate — moving to a higher plan tier is what does that.
Credits are added only when your payment has settled, never when you place the order. If a payment does not complete, no credits are added.
Credits you buy last twelve months from the day the payment settles. The exact expiry date is shown before you pay. They still lapse sooner if your subscription ends before then, under section 4.
Credits you buy are not refundable once the payment settles. This is stated on the purchase screen before you pay, and it is set out in full in section 6.
AI credits are bought the same way as the other three.

5. Failed payments

If a charge fails we will try again and let you know. If it stays unpaid, access can be restricted and then suspended, typically within 7 days of the failed charge. A suspension that ends the subscription lapses your credits under section 4. Your data is retained during a suspension in line with the Privacy Policy.

6. Refunds

We will refund:

a duplicate charge;
a charge taken in error;
a payment for something that was never provisioned — including credits that were paid for but never added to your account.

We will not refund credits that have already been spent, plan credits that reset unused at a renewal, or the remainder of a term you decided to stop using part-way through.

Unused credits that you purchased as a top-up are not refundable for money. Once a top-up payment has settled the credits are yours to spend: they stay on your account, they roll over across renewals, and you can spend them at any time while your subscription is live. The money is not returned — not while your subscription is live, and not when it ends. That applies however the credits go unused: left over, expired twelve months after the purchase, or lapsed because the subscription ended, under section 4. This is stated again at the point of purchase, before you pay. Buy what you expect to use, and use what you have bought.

Refund requests must be raised within 14 days of the charge, by email to [email protected] with the invoice number and what went wrong. An approved refund goes back to the original payment method within 5–10 business days; how long it then takes to appear depends on your bank, card issuer or mobile financial service.

7. Cancelling

Cancel from your billing settings at any time. Cancelling stops the next renewal; your access continues until the end of the period you have already paid for, and no further charge is taken.

When that period ends, your subscription ends and every credit on the account lapses — plan credits and purchased credits alike. Spend what you want to use, and export anything you want to keep, before the period ends.

8. Price changes

We may change prices, including the price of credits. A change to a price you are already paying takes effect at your next renewal, and we will give you 30 days’ notice before it does. Credits already on your account are not revalued by a price change — a credit you hold is still one recipient, or one segment, or one AI action.

What Meta charges you for WhatsApp is set by Meta and changes on their schedule. We are not party to that and cannot give you notice of it.

9. Referral program

Any referral program we offer runs on a separate, third-party platform, and its terms, rewards and eligibility rules are set there rather than here. When one is available you will see a “Refer & Earn” link in the product; if you do not see it, none is running. A referral reward is not message credits, and taking part in a referral program does not change what you are charged under this policy.

10. Disputes and chargebacks

If you think a charge is wrong, contact us before raising a chargeback with your bank — it is almost always faster. An account subject to an unresolved chargeback may be suspended until the matter is settled.

11. Changes to this policy

We will give notice of material changes through the product or by email. This version is dated 26 August 2026.

12. Contact

Billing and refunds: [email protected]. CyberCraft Bangladesh, Section-12, Block-D, Road-25/B, Plot-S/10, Pallabi, Mirpur, Dhaka-1216, Bangladesh. Trade License No. TRAD/DNCC/026503/2023 (Dhaka North City Corporation).