Effective date: 15 July 2026
Last updated: 15 July 2026
This Refund Policy explains how refunds work for the xreach51 platform (the “Service”), operated by SMART CLIENT IT INNOVATIONS (“xreach51”, “we”, “us”). It should be read together with our Terms of Use.
1. Credit-based billing
The Service is sold on a prepaid, credit-based model. You purchase credits, and messages, calls and other billable events consume those credits at the rates published in the Service at the time of use. A large part of each charge is passed through directly to third-party channel providers and carriers (for example Meta, Telegram, and SMS or voice carriers) the moment a message or call is sent.
2. Credits are non-refundable
Except where required by law or expressly stated in this policy, purchased credits are non-refundable, whether used or unused, including on suspension or termination of your account. This is because credits are consumed against real-time, third-party delivery costs that we incur on your behalf and cannot recover.
Unused credits remain available in your account for as long as your account is active, subject to any expiry stated at the time of purchase.
3. When we will issue a refund
We will review and, where appropriate, issue a refund or credit adjustment in the following cases:
- Duplicate or erroneous charge. You were charged more than once for the same purchase, or charged in error due to a fault on our side.
- Failed purchase. Your payment was taken but the corresponding credits were never added to your account.
- Verified platform fault. Credits were consumed because of a confirmed defect in the Service (not a channel-provider outage, carrier failure, or issue outside our reasonable control) that caused messages or calls to be charged but not delivered.
Refunds in these cases are made to the original payment method, or as account credit, at our discretion.
4. What is not refundable
- Credits consumed by messages or calls that were successfully sent, regardless of the recipient’s response, engagement, or your campaign results.
- Charges arising from a channel provider suspending, banning, or rate-limiting your number, template, or account.
- Delivery failures caused by third-party channel providers, carriers, recipient handsets, or network conditions outside our control.
- Credits consumed while your account was in breach of our Terms of Use or a channel provider’s policies.
- Change of mind after credits have been purchased, where no fault on our side is involved.
5. Subscription or plan fees
Where you are on a paid plan billed as a recurring subscription, you may cancel at any time and your plan will remain active until the end of the current billing period. We do not provide pro-rated refunds for the unused portion of a billing period unless required by law or agreed in a separate written agreement signed by us.
6. How to request a refund
To request a refund, email support@xreach51.com from the email address associated with your account within 7 days of the charge, including your account details, the transaction date and amount, and a description of the issue. We aim to acknowledge requests within 3 business days and if refund is approved refund amount will be credited back to original mode of payment within 7-10 business days.
7. Statutory rights
Nothing in this policy limits any rights you may have under applicable law that cannot be excluded or waived. This policy applies to the extent permitted by law.
8. Changes to this policy
We may update this Refund Policy from time to time. We will change the “Last updated” date above and, where the change is material, notify account holders by email or in-product notice before it takes effect.
9. Contact
SMART CLIENT IT INNOVATIONS
Gachibowli, Hyderabad, Telangana, India
Regd Office: GMC. NO 446, 1/2 lane, D.NO 15-18-425, Brundhavan Gardens, Guntur – 522006
Email: support@xreach51.com
Phone: +91 9014006244