Refund Policy

1. Overview

This Refund Policy ("Policy") governs refunds and credit adjustments for the Sendar messaging platform ("Platform") operated by Sendar Technologies Ltd. ("Sendar", "we", "our"), registered at No 14, Ben Okagbue, Mba Street, Lekki Phase 1, Lagos, Nigeria.

Sendar operates on a prepaid wallet model. Users purchase credits ("Credits") that are stored in their Sendar wallet and consumed as messages are sent. This Policy explains when Credits are refundable, when they are not, and how to request a refund.

By purchasing Credits or using the Platform, you agree to this Policy. This Policy should be read in conjunction with our Terms & Conditions, Code of Conduct, and Privacy Policy.

2. Refund Eligibility — Unused Credits

Unused wallet Credits may be refunded subject to the following conditions:

• Within 30 Days of Purchase: Credits that are completely unused (no messages sent from the top-up amount) may be refunded in full within 30 days of the original purchase date.
• Partial Use Disqualification: If any Credits from a specific top-up have been used to send messages, the remaining Credits from that top-up are no longer eligible for a cash refund. They remain available in your wallet for messaging use.
• Multiple Top-Ups: Refund eligibility is assessed on a per-transaction (per-top-up) basis using a First-In-First-Out (FIFO) method. Credits from the oldest top-up are consumed first.
• Promotional Credits: Bonus Credits, promotional Credits, referral Credits, or any Credits not purchased with cash are non-refundable under any circumstances.
• Currency: Refunds are processed in Nigerian Naira (NGN) at the amount originally paid, regardless of any subsequent price changes.

3. DND Number Filtering

Sendar automatically handles Do-Not-Disturb (DND) filtering in compliance with NCC regulations:

• Pre-Dispatch Filtering: Promotional messages are automatically filtered against the NCC DND registry before dispatch. Messages to DND-registered numbers are blocked before sending, and no Credits are deducted.
• DND Credit Reporting: All DND-blocked messages are logged in your delivery reports with the status "DND_BLOCKED". You can view these in your dashboard under Reports > Delivery Logs.
• No Manual Action Required: DND filtering is fully automated. Messages that are blocked by DND are never dispatched and are never billed.

4. Billing for Dispatched Messages

Once a message has been dispatched to the carrier network, you are billed for that message regardless of its final delivery status. This includes:

• Delivered Messages: Billed at the standard rate for the message type (promotional or transactional).
• Undelivered Messages: Messages that fail to reach the recipient after dispatch (due to carrier network errors, invalid numbers, expired messages, or other delivery failures) are still billed, as the message was submitted to the carrier network.
• Delivery Reports: All messages are logged in your delivery reports with their final status — "DELIVERED", "FAILED", or "UNDELIVERABLE" — so you have full transparency on every send.

To minimise wasted sends: Sendar provides DND pre-filtering, number validation tools, and delivery reports to help you maintain clean contact lists and avoid sending to numbers that are unlikely to receive your message. We recommend regularly cleaning your contact lists using the delivery report data available in your dashboard.

5. Wallet Credit Expiry

All wallet Credits are subject to the following expiry rules:

• 12-Month Expiry: Credits expire 12 months from the date of your last wallet top-up. Each new top-up resets the expiry clock for your entire wallet balance, including previously purchased Credits.
• Expiry Notifications: Sendar sends email reminders at 60 days, 30 days, and 7 days before your Credits are due to expire. Notifications are sent to your registered account email.
• Expired Credits: Credits that expire are permanently forfeited and cannot be refunded, restored, or transferred. Expiry is automatic and irreversible.
• Minimum Top-Up to Reset: Any top-up of any amount resets the expiry clock. There is no minimum top-up amount required to reset expiry, though the minimum top-up amount for the Platform applies.
• Enterprise Accounts: Enterprise customers with signed Service Level Agreements may negotiate custom expiry terms. Contact enterprise@sendar.io for details.

6. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• Used Credits: Credits that have been successfully consumed to send messages (where the message was accepted by the carrier network) are non-refundable.
• Partially Used Top-Ups (after 30 days): Credits from top-ups that have been partially used and are older than 30 days.
• Expired Credits: Credits that have expired under the 12-month expiry rule.
• Forfeited Credits: Credits forfeited due to account termination for policy violations (see Section 7).
• Promotional & Bonus Credits: Any Credits received as bonuses, promotions, referral rewards, or compensation that were not directly purchased with cash.
• Sender ID Registration Fees: Fees paid for sender ID registration and verification are non-refundable, even if the sender ID is rejected by carriers.
• Enterprise Setup Fees: One-time setup fees for Enterprise accounts, dedicated short codes, or custom integrations.
• Third-Party Fees: Any fees charged by payment processors, banks, or other third parties in connection with your top-up are non-refundable by Sendar.

7. Credit Forfeiture on Policy Violation

Sendar takes policy compliance seriously. The following forfeiture rules apply:

• Account Termination for Violation: If your account is terminated due to a violation of our Terms & Conditions or Code of Conduct, all remaining wallet Credits are permanently forfeited with no right to refund, regardless of when they were purchased or their remaining value.
• Account Suspension: During account suspension, Credits are frozen and cannot be used. If your suspended account is reactivated (e.g., after remediation of the violation), your Credits are unfrozen and become available again.
• Suspension Without Reactivation: If a suspended account is not reactivated within 90 days, all remaining Credits are permanently forfeited.
• Fraud-Related Forfeiture: Credits purchased through fraudulent payment methods (stolen cards, chargebacks, unauthorized transactions) are immediately voided. Sendar reserves the right to pursue recovery of any messaging costs incurred using fraudulently obtained Credits.
• No Right of Appeal for Forfeiture: Credit forfeiture resulting from account termination for serious violations (spam, fraud, phishing, illegal content) is final and not subject to appeal. For other violations, you may appeal the enforcement decision within 14 days by emailing compliance@sendar.io.

8. How to Request a Refund

To request a refund of eligible unused Credits:

1. Via Dashboard: Log in to your Sendar dashboard. Navigate to Billing > Transaction History. Locate the transaction you wish to refund. Click "Request Refund" and follow the prompts.
2. Via Email: Send a refund request to billing@sendar.io with the following information:
   • Your registered account email address
   • Transaction reference number (found in your billing history)
   • Amount and date of the original purchase
   • Reason for the refund request
   • Preferred refund method (original payment method is default)

Refund requests are reviewed within 3 business days. You will receive email confirmation of the outcome. If approved, see Section 9 for processing timelines.

9. Refund Processing

Approved refunds are processed as follows:

• Card Payments: Refunded to the original card within 7-14 business days. The exact timing depends on your bank or card issuer.
• Bank Transfers: Refunded to the originating bank account within 5-10 business days.
• Mobile Money / USSD: Refunded to the originating mobile money account within 3-7 business days.
• Wallet Credit (alternative): Where a cash refund is not possible (e.g., original payment method is no longer valid), a wallet Credit may be issued instead, subject to your approval.

Processing fees originally charged by payment processors may be deducted from the refund amount. Sendar does not charge a separate refund processing fee.

10. Billing Disputes

If you believe you have been incorrectly charged or your wallet balance is inaccurate:

• Step 1 — Review Your Records: Check your transaction history and delivery reports in the dashboard.
• Step 2 — Contact Billing Support: Email billing@sendar.io with specific details of the discrepancy.
• Step 3 — Investigation: Our billing team will investigate within 5 business days.
• Step 4 — Resolution: If the dispute is upheld, Credits or a cash refund will be issued within 7 business days.
• Step 5 — Escalation: If you are not satisfied, escalate to compliance@sendar.io.

Chargebacks: If you initiate a chargeback without first attempting to resolve the dispute through Sendar's billing process, Sendar reserves the right to immediately suspend your account pending investigation. Repeated or frivolous chargebacks may result in permanent account termination and Credit forfeiture.

11. Account Closure Refunds

If you voluntarily close your account:

• Credits purchased within the last 30 days that are completely unused may be refunded upon request during the account closure process.
• Credits older than 30 days, partially used Credits, and promotional Credits are non-refundable upon account closure.
• You must submit any refund request at the time of account closure or within 7 days thereafter. After 7 days, all remaining Credits are forfeited.
• Account closure is processed within 48 hours of your request. Once closed, your wallet balance is no longer accessible.

12. Force Majeure & Service Disruptions

In the event of service disruptions caused by events beyond Sendar's reasonable control (force majeure), including but not limited to natural disasters, carrier network outages, government actions, cyberattacks, or pandemic-related disruptions:

• Messages dispatched during force majeure events are billed as normal. Sendar will make reasonable efforts to pause outbound dispatch during known outages to protect your credits.
• Sendar is not liable for any indirect losses (lost revenue, lost business opportunities) resulting from service disruptions caused by force majeure.
• During extended outages, Sendar will provide regular status updates via our status page and email notifications.

13. Limitation of Liability

To the maximum extent permitted by Nigerian law:

• Sendar's total refund liability for any single transaction shall not exceed the actual amount paid for that transaction.
• Sendar's total aggregate liability for refunds and billing disputes in any 12-month period shall not exceed the total amount you paid to Sendar during that period.
• Sendar shall not be liable for any indirect, consequential, incidental, special, or punitive damages arising from billing disputes, delayed refunds, or Credit expiry.
• Sendar shall not be liable for losses caused by your failure to monitor your wallet balance, Credit expiry dates, or delivery reports.

14. Changes to This Policy

Sendar may update this Refund Policy from time to time. Material changes (including changes to expiry periods, refund eligibility windows, or forfeiture rules) will be communicated via email and dashboard notification at least 30 days before they take effect. Changes will not apply retroactively to Credits already purchased.

Your continued use of the Platform and purchase of Credits after the effective date constitutes acceptance of the updated Policy.

15. Governing Law

This Refund Policy is governed by the laws of the Federal Republic of Nigeria. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of Lagos State, Nigeria. Before commencing formal legal proceedings, both parties agree to attempt good-faith resolution for a period of not less than 30 days.

16. Contact

For refund requests, billing enquiries, or disputes:

• Billing: billing@sendar.io
• Compliance: compliance@sendar.io
• General: support@sendar.io
• Phone: +234 707 893 1282
• Address: Sendar Technologies Ltd., No 14, Ben Okagbue, Mba Street, Lekki Phase 1, Lagos, Nigeria

We aim to respond to all billing enquiries within 2 business days.