Refund policy

1. Who this policy is from

RepletoryReach is a product of SJM Innovations Tech (Pty) Ltd, a company registered in South Africa and based in Johannesburg. When you buy credits or a monthly plan, your agreement is with SJM Innovations Tech (Pty) Ltd. This policy forms part of our Terms of Service.

2. What you are buying

RepletoryReach is prepaid. You add credits to a wallet, and each message, reply, file or chatbot answer is priced in credits and taken from that wallet as it happens. One credit is one rand of messaging at our published rates. You may also pay a monthly fee for a plan, which adds its own credit allowance to your wallet each month and raises your limits.

Credits do not expire. Money you have added stays available until you spend it or ask for it back.

3. Refunded automatically, without you asking

• A message WhatsApp accepts and then refuses. If WhatsApp takes a message from us and later reports that it was not delivered, the charge is reversed to your wallet at exactly the price you were charged. This happens on its own, once per message, and you can see it in your wallet history with the reason next to it.
• Messages people send to you. Inbound messages are never charged, so there is nothing to refund.
• A charge that failed part-way. If a send is charged but never reaches WhatsApp, the charge is reversed.

You do not need to contact us for any of these. If you think one of them should have happened and did not, tell us and we will look at the record and put it right.

4. Refunded when you ask

• A payment you made twice. If the same top-up went through more than once, we refund the duplicate in full.
• A payment that never reached your wallet. If your card or account was charged and the credits did not appear, we either add the credits or refund the payment, whichever you prefer.
• An amount you did not mean to add. Tell us within 14 days of the payment, while the credits are still unspent, and we refund it in full.
• Unused credits when you close your account. Ask within 12 months of the payment that bought them and we refund the balance you have not spent.
• A month of a plan that we could not deliver. If a fault on our side stopped you using what you paid for, we refund or credit the affected period.

5. What we do not refund

• Credits already spent on messages that were delivered. Once WhatsApp has delivered a message, the cost has been incurred and cannot be recovered.
• Messages a recipient chose not to read. Delivery is what you pay for, not a reply.
• Months of a plan you have already used.
• Charges caused by how you used the platform, such as sending to numbers that were wrong or to people who had opted out.

If a message failed because of something we did, it is a fault on our side and section 4 applies. If you are not sure which side a charge falls on, ask us and we will show you the record.

6. How to ask for a refund

Email billing@repletoryreach.co.za, or use the contact form on this site, with the name on the account, the date and amount of the payment, the payment reference from your bank or card statement, and what you would like us to do. We answer within two business days and complete approved refunds within 10 business days.

7. How the money comes back

Refunds go back to the account or card that made the payment, in the currency you paid. We do not refund to a different person, card or bank account, because that is how card fraud works. If the original card has expired or the account is closed, tell us and we will arrange a bank transfer once we can confirm the account belongs to you.

Where we refund credits rather than money, the credits appear in your wallet immediately and you can see the entry in your wallet history.

8. Your rights under the law

Nothing in this policy takes away rights the law gives you, including under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Where the law gives you a stronger right than this policy does, the law applies.

9. If you are not happy with our answer

Write to us first at billing@repletoryreach.co.za and give us a chance to fix it. If we cannot agree, you may take the matter to the National Consumer Commission or to any other body the law entitles you to approach. Please do not start a chargeback with your bank before speaking to us: a chargeback locks the payment while it is investigated, which usually takes longer than simply asking us.