Cancellation & Refund Policy

Effective Date: 01 January 2024  |  Last Updated: March 2026  |  Version: 2.0

Important Notice: Please read this Cancellation and Refund Policy carefully before purchasing any credits or services from Fivo SMS. By completing a purchase or registering for our Services, you confirm that you have read, understood, and agree to the terms set out in this Policy. This Policy forms an integral part of our Terms & Conditions and should be read in conjunction with them.

Fivo Technology, is the legal entity responsible for billing and service delivery.Fivo SMS ("Fivo SMS", "we", "us", or "our"), customer satisfaction is our foremost priority. We are committed to delivering high-quality, reliable, and TRAI-compliant bulk SMS services to all our clients across India and internationally. We strive to ensure that every client receives the full value of the services they have purchased.

This Cancellation and Refund Policy ("Policy") sets out the terms and conditions under which cancellations and refunds may be requested and processed, in accordance with the Consumer Protection Act, 2019, the Information Technology Act, 2000, the Reserve Bank of India (RBI) guidelines on payment processing, and all other applicable laws of India. For UK-based users, this Policy is also read in conjunction with applicable UK consumer protection legislation.

We encourage all clients to carefully read the service details, pricing, and applicable Terms & Conditions before completing any purchase. By proceeding with a purchase, the client acknowledges that they have reviewed and understood the scope of the services being purchased.

1. Cancellation Policy

1.1 How to Request a Cancellation

If you wish to cancel your account, a service subscription, or a specific order, you must submit a formal cancellation request through one of the following channels:

• Email: support@fivosms.co.uk — please include your registered account email, account ID, reason for cancellation, and the specific service or subscription you wish to cancel.
• Contact Form: Via our Contact Us page on the website.
• Phone: +91 9310 189 890 — during business hours (Monday to Saturday, 10:00 AM to 6:00 PM IST).

All cancellation requests must be submitted in writing (email or contact form) to be considered valid. Verbal cancellation requests made over telephone will be treated as informal notifications only and must be followed up in writing within 24 hours.

1.2 Cancellation Timelines

• Pre-Service Cancellation: If a cancellation request is received before any credits have been activated or used and before any service has been initiated, the client may be eligible for a full refund, subject to the conditions set out in Section 2 below.
• Subscription-Based Service Cancellation: Cancellation requests for subscription-based plans must be received at least 15 business days prior to the end of the current billing or service period to be treated as a cancellation for that period. Requests received after this deadline will be processed as a cancellation for the next service period, and the current period's charges shall remain payable in full.
• Credit-Based Account Cancellation: For prepaid credit-based accounts (pay-as-you-go), the client may request account closure at any time. Please note that unused credits at the time of account closure are generally non-refundable, as per Section 2.3 below, except in circumstances where Fivo SMS has materially failed to deliver the contracted services.
• Cancellation After Service Commencement: Once credits have been activated, consumed, or any SMS messages have been transmitted through the platform, cancellation of such services is not possible and no refund shall be applicable for those utilised credits or services.

1.3 Effect of Cancellation

Upon confirmation of cancellation by Fivo SMS, the User's access to the platform and associated services will be deactivated at the end of the current billing period (for subscription plans) or immediately upon confirmation (for credit-based accounts, subject to any refund processing). All data associated with the cancelled account may be retained by Fivo SMS for a period of up to 90 days post-cancellation, in accordance with our data retention obligations under applicable Indian law, following which it shall be securely deleted or anonymised.

2. Refund Policy

2.1 General Refund Commitment

Fivo SMS is committed to ensuring complete client satisfaction. In the event that a client is genuinely dissatisfied with our Services, we will review refund requests on a case-by-case basis, provided the reasons are genuine, documented, and substantiated following a fair investigation. We believe in transparent and fair dealings with all our clients, in keeping with our obligations under the Consumer Protection Act, 2019.

2.2 Refund Eligibility Criteria

A refund request may be considered eligible under the following circumstances:

• Within 7 Days of Purchase (Unused Credits/Services): A refund request submitted within 7 calendar days of the date of purchase will be considered, provided that: (a) the purchased credits have not been activated, used, or consumed in any manner; (b) no bulk SMS campaigns, OTP messages, transactional SMS, or other services have been initiated; and (c) the request is accompanied by a valid reason and any supporting documentation.
• Technical Failure by Fivo SMS: If Fivo SMS is unable to deliver the agreed services due to a technical fault or system error solely attributable to Fivo SMS (and not to Operator network issues, DLT compliance failures on the User's part, or force majeure events), the client may request a proportionate refund or credit equivalent to the value of the undelivered service.
• Duplicate Payment: In cases where a client has been charged twice for the same transaction due to a payment gateway error or system fault, the duplicate charge will be refunded in full after verification.
• Service Not Activated: If a service plan or credit package was purchased but was never activated or made available to the User due to a fault on the part of Fivo SMS, a full refund shall be provided.

2.3 Non-Refundable Circumstances

No refund shall be applicable in the following circumstances:

• Credits or services that have been partially or fully utilised (consumed/spent), irrespective of campaign outcome, message delivery rates, or recipient response.
• Refund requests submitted after 7 calendar days from the date of purchase, except in cases of verified duplicate payment or confirmed technical failure by Fivo SMS.
• Non-delivery or partial delivery of SMS messages due to DND (Do Not Disturb) filter restrictions, TRAI Regulations, recipient network issues, Operator outages, or the User's failure to complete DLT registration and template approval.
• Services cancelled or accounts suspended due to violation of our Terms & Conditions, Anti-Spam Policy, or any applicable law — including but not limited to TRAI Regulations, the IT Act 2000, and the Consumer Protection Act 2019.
• Promotional credits, bonus credits, or free trial credits awarded by Fivo SMS — these hold no monetary value and are strictly non-refundable and non-encashable under any circumstances.
• Credits forfeited due to account closure initiated by the User.
• Services impacted by force majeure events including natural disasters, government orders, regulatory directives, network outages beyond Fivo SMS's reasonable control, or national/international emergencies.
• Cases where the User has provided incorrect recipient data, invalid mobile numbers, or non-compliant message content, resulting in delivery failure.
• Any customised or bespoke services, dedicated sender IDs, or long-code/short-code rentals once provisioned and activated.

2.4 How to Submit a Refund Request

To initiate a refund request, the client must:

• Send a formal refund request email to support@fivosms.co.uk with the subject line: "Refund Request – [Your Account ID / Registered Email]".
• Include the following details in the email:
  • Full name and registered email address / account ID
  • Date of purchase and transaction/invoice reference number
  • Amount paid and payment method used
  • Detailed reason for the refund request
  • Supporting evidence, if applicable (e.g., payment receipt, screenshots of the issue)
• Refund requests submitted without the above information may be delayed or rejected.

Upon receipt of a valid refund request, Fivo SMS will acknowledge the request within 2 business days and complete its investigation within 7 business days. The outcome of the investigation (approval or rejection) will be communicated to the client's registered email address.

2.5 Refund Processing Timelines

Where a refund is approved, the refund shall be processed as follows:

• Credit Card / Debit Card Payments: Refunds will be credited back to the original card used at the time of purchase. The processing time is typically 7 to 10 working days from the date of refund approval, subject to the timelines of the respective payment gateway and card-issuing bank. This timeline is in accordance with RBI guidelines applicable to payment gateway refunds in India.
• UPI / Net Banking Payments: Refunds will be credited back to the originating UPI ID or bank account. Processing typically takes 5 to 7 working days from the date of approval, subject to the timelines of the payment gateway and the User's bank.
• NEFT / RTGS / Direct Bank Transfer: Refunds processed via direct bank transfer will be credited to the same bank account from which the payment was received, within 3 to 5 working days from the date of approval, subject to banking hours and inter-bank processing timelines.
• Cheque / Demand Draft: In cases where payment was made by cheque or demand draft, refunds will be processed via NEFT/RTGS to the User's registered bank account within 5 to 7 working days from the date of approval and receipt of the User's bank account details.

Please note that Fivo SMS processes refunds promptly upon approval; however, actual credit to the client's account is subject to the processing timelines of third-party payment gateways, banks, and financial institutions, over which Fivo SMS has no direct control. Fivo SMS shall not be liable for any delays caused by such third parties.

2.6 Partial Refunds

In cases where the client has partially used their purchased credits or services, no refund shall be applicable for the consumed portion. A partial refund may be considered for the genuinely unused and un-activated portion of the purchased credits, at the sole discretion of Fivo SMS, provided the request meets the eligibility criteria set out in Section 2.2 above.

3. Anti-Spam & Misuse Policy

3.1 Zero Tolerance for Spam

Fivo SMS maintains a strict zero-tolerance policy against spam, unsolicited commercial communications (UCC), phishing, fraudulent messaging, and any other form of misuse of our platform. The sending of spam messages is a serious violation of the TRAI Telecom Commercial Communications Customer Preference Regulations, 2018, the Information Technology Act, 2000, and the Indian Penal Code (as applicable), and may result in severe civil and criminal penalties for the offending User.

3.2 Account Suspension for Spam or Misuse

If Fivo SMS determines — based on its own monitoring, a complaint from a recipient, or a direction from TRAI, DoT, or any other competent authority — that a User is sending or has sent spam, unsolicited messages, or is otherwise misusing the platform, Fivo SMS reserves the right to:

• Immediately suspend or permanently deactivate the User's account without prior notice;
• Block and forfeit all remaining credits in the User's account;
• Report the User to TRAI, the Department of Telecommunications (DoT), and/or relevant law enforcement authorities;
• Take such other legal action as Fivo SMS may deem appropriate under applicable law.

3.3 No Refund on Suspended/Deactivated Accounts

In the event that a User's account is suspended or deactivated by Fivo SMS due to spam activity, misuse of the platform, violation of TRAI Regulations, breach of our Terms & Conditions, or any other unlawful activity, no refund shall be applicable for any remaining credits or prepaid balance in that account. All such credits and balances shall be immediately forfeited. The User shall also remain liable for any regulatory fines, penalties, or third-party claims arising from their misuse of the platform, and Fivo SMS reserves its right to recover such amounts from the User.

Important Reminder: Sending SMS to recipients who have registered their preferences on the National Customer Preference Registry (NCPR) / Do Not Disturb (DND) Registry is strictly prohibited under TRAI Regulations and constitutes spam. Users are solely responsible for ensuring that all recipients on their contact lists have provided valid, verifiable, and prior consent to receive commercial communications, as required by applicable law.

4. Chargebacks & Payment Disputes

If a client raises an unauthorized chargeback or payment dispute with their bank or card issuer without first contacting Fivo SMS and providing a reasonable opportunity to resolve the matter, Fivo SMS reserves the right to:

• Immediately suspend the client's account pending resolution of the dispute;
• Provide all relevant transaction records and evidence to the payment gateway and financial institution to contest the chargeback;
• Pursue recovery of the disputed amount along with any applicable chargeback fees, administrative costs, or legal fees through appropriate legal channels under Indian law.

We strongly encourage clients to contact our support team at support@fivosms.co.uk in the first instance to resolve any billing concerns amicably, before initiating a chargeback or dispute with their financial institution.

5. Your Consumer Rights Under Indian Law

Fivo SMS acknowledges and respects the rights of consumers as provided under the Consumer Protection Act, 2019 and any rules or regulations framed thereunder. If you believe that Fivo SMS has engaged in an unfair trade practice, provided a deficient service, or otherwise violated your consumer rights, you have the right to:

• File a complaint with our designated Grievance Officer at support@fivosms.co.uk. Grievances will be acknowledged within 48 hours and resolved within 15 working days;
• Escalate unresolved complaints to the appropriate Consumer Disputes Redressal Commission (District, State, or National, depending on the value of the claim) under the Consumer Protection Act, 2019;
• Approach the Consumer Helpline at the National Consumer Helpline number 1800-11-4000 or 14404 (toll-free, operated by the Ministry of Consumer Affairs, Food and Public Distribution, Government of India).

6. Changes to This Policy

Fivo SMS reserves the right to amend, update, or modify this Cancellation and Refund Policy at any time. Any changes will be effective from the date of publication on our website. We will notify registered Users of material changes via their registered email address. Continued use of our Services following the publication of a revised Policy constitutes your acceptance of the updated terms. We encourage all Users to review this Policy periodically.

7. Contact Us

For all cancellation requests, refund enquiries, billing concerns, or general support, please contact us through any of the following channels:

• Email: support@fivosms.co.uk
• Phone: +91 9310 189 890 (Monday–Saturday, 10:00 AM – 6:00 PM IST)
• WhatsApp: Chat on WhatsApp
• Contact Form: Visit our Contact Page

We are committed to resolving all concerns fairly, transparently, and promptly, in accordance with our legal obligations and our commitment to client satisfaction.