Refund Policy

1. Overview

MPLEX Messaging Services ("Service") operates on a prepaid credit model. You purchase credits in advance and they are deducted as you send messages. This policy explains when refunds or account credits may be issued and how to request them.

This policy supplements our Terms of Service and is governed by the laws of Jamaica.

2. Prepaid Credits

Credits purchased through the dashboard or via bank transfer are loaded to your account balance and can be used to send SMS and email messages. Credits do not expire as long as your account remains active.

Credits are deducted at the point a message is submitted to the carrier network. Because we incur carrier costs when a message is sent, charges apply regardless of the delivery outcome — including messages that are undelivered, rejected by the carrier, or sent to numbers that are switched off. Prepaid credits are generally non-refundable once purchased. Exceptions are described in the sections below.

3. When a Refund May Be Issued

We will consider a refund or account credit in the following circumstances:

3.1 Duplicate or erroneous charges

If you are charged more than once for the same top-up, or if an incorrect amount is charged due to a system error, we will refund the duplicate or excess amount in full to the original payment method.

3.2 Messages that failed to submit

If a message fails before it is submitted to the carrier network due to an error on our platform (e.g. an internal processing failure), your account will not be charged. If you were charged for a message that our logs show was never submitted to a carrier, we will credit the cost back to your account balance.

3.3 Service outage

If a sustained outage prevents you from using the Service for more than 24 consecutive hours and you had scheduled or time-sensitive messages that could not be sent, you may request an account credit proportional to the impact. We will assess each request on a case-by-case basis.

3.4 Unauthorized account activity

If your account is compromised and messages are sent without your authorization, contact us immediately. After investigation, we may issue a credit for messages sent fraudulently, provided you have taken reasonable steps to secure your credentials (e.g. enabling multi-factor authentication).

3.5 Unused credits on account closure

If you close your account and have a remaining credit balance exceeding the equivalent of US$10.00, you may request a refund of the unused balance. A processing fee of 10% (minimum US$5.00) will be deducted to cover payment processing and administrative costs. Balances below the US$10.00 threshold are forfeited upon account closure.

4. When a Refund Will Not Be Issued

Refunds and credits are not available in the following cases:

• Sent messages.Once a message has been submitted to the carrier network, the charge is final. This applies regardless of the delivery outcome — including messages that are undelivered, rejected by the carrier, sent to invalid or inactive numbers, or filtered by the recipient's device. We incur carrier costs at the point of sending, not delivery.
• Violation-related suspension. If your account is suspended or terminated for violating our Terms of Service or Acceptable Use Policy, any remaining credit balance is forfeited.
• Change of mind. We do not offer refunds because you no longer wish to use the Service or because you purchased more credits than needed.
• Third-party fees. Carrier surcharges, international routing fees, and payment processing fees are non-refundable.

5. Subscriptions & Packages

If you are on a subscription plan or have purchased a message package:

• Subscriptions may be cancelled at any time. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for the remaining days in a billing cycle.
• Message packages (e.g. "5,000 SMS bundle") are non-refundable once activated. Unused messages in a package expire according to the package terms displayed at the time of purchase.
• If we discontinue a subscription tier or package type, we will provide at least 30 days' notice and either migrate you to an equivalent plan or refund the pro-rated unused portion.

6. How to Request a Refund

To request a refund or account credit, email [email protected] with the following information:

• Your account email address and project name
• The transaction ID or payment reference (found in your billing dashboard under Payments)
• The amount in question and the date of the charge
• A description of the issue (e.g. duplicate charge, delivery failure, unauthorized activity)

We aim to acknowledge all refund requests within 2 business days and resolve them within 10 business days. Complex cases involving carrier disputes or fraud investigations may take longer.

7. Refund Method

Approved refunds will be returned to the original payment method where possible. If the original payment method is no longer available (e.g. an expired card), we will issue the refund as an account credit or arrange an alternative method. Bank transfer refunds may take 5 to 10 business days to appear in your account depending on your financial institution.

Refunds are issued in the currency of the original transaction. Exchange rate fluctuations between the time of purchase and the time of refund are not our responsibility.

8. Chargebacks & Payment Disputes

If you believe a charge is incorrect, please contact us at [email protected] before initiating a chargeback with your bank or card issuer. We are committed to resolving billing issues promptly and directly.

Filing a chargeback without first contacting us may result in immediate suspension of your account pending investigation. Fraudulent chargebacks (where services were received and used as intended) may result in permanent account termination and collection of the disputed amount.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your purchase applies to that transaction.

10. Contact

For billing questions or refund requests, contact us at [email protected]. For general legal inquiries, email [email protected].