Refund & Cancellation Policy

Last updated: September 2026

1. Wallet Recharges

BBM Connect operates on a prepaid wallet model. When you recharge your wallet via Razorpay, the amount is credited instantly and can be used to send WhatsApp messages at the rates displayed in your dashboard.

2. General Refund Policy

Wallet recharges are generally non-refundable once credited, as the balance can be used at any time with no expiry. We are unable to offer refunds for:

• Wallet balance that has already been used to send messages.
• Messages that were delivered but not opened or acted upon by the End User.
• Messages rejected due to invalid phone numbers, missing opt-in, or template non-compliance caused by the Client.

3. Eligible Refund Cases

A refund or wallet credit reversal may be considered in the following cases, reported within 7 days:

• A duplicate payment was charged due to a technical/payment gateway error.
• Wallet balance was deducted for a message that failed to send due to a verified fault on BBM's platform (not Meta's systems or Client error).
• An unused wallet recharge, where the Client closes their account within 48 hours of first recharge and has not sent any messages.

Approved refunds are processed back to the original payment method via Razorpay within 7–10 business days.

4. Account Cancellation

You can disconnect your WhatsApp number and close your account anytime from the Client dashboard. Any remaining wallet balance at the time of closure is handled as per the eligible refund cases above; balances beyond that are forfeited upon account closure.

5. How to Request a Refund

Email admin@bigbrandmarketing.in with your registered business name, transaction ID, and reason for the refund request. We will respond within 3 business days.