Refund Policy

The short version

• Ask within 7 days of a payment and you get that payment back in full.
• After 7 days, the period you paid for is not refunded.
• A charge made by mistake, or twice, is always put right.
• The Free plan costs nothing, so there is nothing to refund.

When you can get a refund

• Within 7 days of a payment. You can ask for any reason, whether or not you have used the plan. This covers every payment: a first plan, a renewal, a move to a bigger plan, and months paid upfront at a discount.
• At any time, if you were charged in error. This means a payment taken twice, a payment taken that did not change your plan, or an amount different from the one shown at checkout.

What we do not refund

• A payment more than 7 days old, apart from a charge made in error. The rest of the period stays yours: your plan keeps working until its end date.
• What your own SMS provider charges you for sending messages (Termii, Africa's Talking, Twilio or any other). Routely adds no fee per message and does not receive that money.
• Fees that your bank, card or another third party charges you for a payment or a refund. We are not responsible for them.
• Requests we reasonably believe are abusive or fraudulent, such as repeatedly buying and refunding the same plan.

How to ask

Write to us by email, WhatsApp or Telegram (the details are at the bottom of this page) and include:

• the email address of your Routely account,
• the payment reference, which starts with pay- and is on the "Payment received" page and in your Paystack receipt,
• a line on why, if you want to tell us.

What happens next

• We check the payment and reply. A refund is processed within 7 to 10 business days, to the same card or account the payment came from, through Paystack.
• When a payment is refunded, the period it paid for ends. Your account moves to the Free plan. Your gateways and message history are kept, and sending continues within the Free plan's limits.

Changes to this policy

If we change this policy, the change applies to payments made after it. The version that applied on the day you paid applies to that payment.