Refund & Cancellation Policy

Last updated: 3 July 2026

1. Overview

WebWMS2U Cloud is operated by XGEN Technologies Sdn Bhd. This Refund & Cancellation Policy applies to subscriptions, prepaid credits, service renewals, add-ons, setup fees and other payments made for WebWMS2U Cloud services.

2. Subscription Plans

Subscription plans provide access to WebWMS2U Cloud features for the applicable billing period. The available features, usage limits, credit allocations and pricing may vary depending on the selected plan.

• Subscriptions are billed according to the selected plan or agreed commercial arrangement.
• Access to paid features may be suspended or restricted when a subscription expires or remains unpaid.
• Users are responsible for monitoring their subscription status and renewal dates.

3. Prepaid Credits

WebWMS2U Cloud may operate using prepaid credits for certain messaging, usage or account functions.

• Credits are consumed when eligible services are used.
• Credits are generally non-refundable once purchased, unless otherwise approved by us in writing.
• Credits may not be transferred, resold or exchanged for cash.
• Credits may expire according to the applicable plan, promotion, invoice or account terms.

4. Refund Eligibility

Refunds are not automatic. Refund requests will be reviewed on a case-by-case basis.

A refund may be considered where:

• A duplicate payment was made by mistake.
• A billing error was verified by our team.
• A paid service could not be provided due to a verified issue on our side.
• A refund has been specifically agreed in writing by XGEN Technologies Sdn Bhd.

5. Non-Refundable Items

Unless otherwise stated in writing, the following are generally non-refundable:

• Used credits or consumed usage.
• Setup fees, onboarding fees or customization fees.
• Completed service work, technical assistance or configuration work.
• Subscription periods that have already started or expired.
• Payments affected by third-party restrictions, WhatsApp/Meta limitations, mobile network issues, device disconnections, customer-side configuration errors or user misuse.

6. Cancellation of Subscription

You may request cancellation of your subscription by contacting us before your next renewal date.

• Cancellation stops future renewals where applicable.
• Cancellation does not automatically refund payments already made.
• Your account may remain accessible until the end of the paid billing period, unless otherwise stated.
• After cancellation, paid features, integrations, APIs, webhooks or messaging services may be disabled.

7. Account Expiry and Service Suspension

If your subscription expires, credits are insufficient, invoices remain unpaid, or payment is disputed, we may suspend or restrict access to WebWMS2U Cloud.

Suspension may affect message sending, API access, webhook processing, automation rules, reporting, logs and connected device functionality.

8. Third-Party Charges and Restrictions

WebWMS2U Cloud may rely on third-party providers such as Meta, WhatsApp, hosting providers, payment processors, SMS gateways where applicable, mobile networks and other integration providers.

We are not responsible for third-party charges, policy changes, account restrictions, delivery failures, template rejections, number bans, device disconnections, or service limitations imposed by third parties.

9. Chargebacks and Payment Disputes

If you initiate a chargeback, payment reversal or payment dispute, we may suspend or restrict your account while the matter is reviewed.

You remain responsible for any valid outstanding fees, consumed credits, administrative costs or bank/payment processor charges arising from the dispute.

10. How to Request a Refund or Cancellation

To request a refund or cancellation, please contact us through our Contact Page and provide:

• Your account username or registered email address.
• Invoice number or payment reference, if available.
• Reason for the refund or cancellation request.
• Any supporting details that may help us review the request.

11. Processing Time

Approved refunds will be processed using a reasonable available method. Processing time may vary depending on banks, payment processors and administrative review requirements.

12. Changes to this Policy

We may update this Refund & Cancellation Policy from time to time. Updates will be posted on this page and take effect upon publication unless otherwise stated.

13. Related Documents

Please also refer to our Terms & Conditions and Privacy Policy.