# Payments, refunds and subscription policy (Stripe)

#### 1. General

Payment for 1msg services may be made by bank card and other methods available in the payment interface. Payment processing is performed by Stripe (or a processor authorised by Stripe) on behalf of the Licensor. The transaction on the Client’s bank statement may appear as a charge via Stripe or using the merchant descriptor shown at checkout.

The User Agreement published at <https://1msg.io/user-agreement/> (as amended from time to time) governs the legal terms of the services and billing. This document is a plain-language summary of payments via Stripe, subscription cancellation and refunds. In case of any conflict, the User Agreement prevails.

Services are provided for the paid billing period. After the end of the paid period without further payment, services for that period are deemed fully rendered in accordance with the User Agreement. Top-ups of the balance for conversation charges (usage) are prepaid.

#### 2. Channel plan subscription: Stripe Checkout and Stripe Customer Portal

Initial subscription to a channel plan is completed through Stripe Checkout (subscription mode): the Client enters payment details on Stripe’s hosted payment page.

After the subscription is created, management of the subscription as regards payment method, subscription invoices and receipts (Stripe Billing), turning off auto-renewal and resuming the subscription is carried out through the Stripe Customer Portal — a separate secure Stripe interface. Access to it from the 1msg account is available when the product conditions are met (including after the first successful payment through Stripe).

Subscription Cancellation. Client may cancel subscription at any time via your personal dashboard (Stripe Customer Portal). Cancelling the subscription in the Customer Portal means disabling auto-renewal: access under the paid plan generally continues until the end of the already paid period (unless otherwise follows from the subscription state in Stripe and the Licensor’s settings). After that period, access is determined by the service rules and the User Agreement.

Resuming the subscription (where technically permitted by the subscription state in Stripe) is also done in the Stripe Customer Portal. Changes in the 1msg product take effect after confirmation by payment events (synchronisation with the service), not merely by closing the browser tab.

Voluntary balance top-up for conversation charges and repayment of debt after usage are not done through the Customer Portal, but through a separate one-time payment (Stripe Checkout) or other product flows agreed by 1msg. Subscription invoices for the channel plan must not be confused with balance operations.

#### 3. Refunds and consistency with the User Agreement

The User Agreement sets out conditions on non-refundability, prepaid billing, the billing period and the start of performance.

By default, no cash refund is made for the unused portion of an already paid subscription period: turning off renewal is not the same as a refund for the current period. Plan changes (upgrade/downgrade) and proration follow Stripe and product rules; separate compensation for “remaining days” on downgrade or cancellation is not available in self-service and may only be available as described in Section 4.

Balance top-ups and other prepaid operations are reflected in the service accounting; card refunds are not self-service in the account and are considered by the Licensor only where there is a valid basis and in accordance with the User Agreement.

**Refund Policy and "Zero Usage" Condition**

Generally, payments for the 1msg.io platform are final and non-refundable. However, we provide an exception in case of zero activity:

* Right to Refund: If you have paid for a subscription but have not used the service (no messages sent, no templates created, no numbers connected, and no other platform activities performed), you are eligible to request a refund.
* Deductions: When processing such a refund, a fixed fee will be deducted equivalent to the WABA Number Setup/Hosting costs that the company pays to the infrastructure provider for the technical provisioning of your line. Non-refundable Stripe processing fees will also be deducted from the refund amount.

**Meta Conversation Fees**

Fees for conversations initiated in WhatsApp (Conversation-Based Pricing) are charged in real-time and passed to Meta. These funds are strictly non-refundable under any circumstances, as the service is considered rendered at the moment the conversation is initiated by the provider.

#### 4. Appeals, disputes, individual review and response times

The Client may submit a reasoned request (appeal regarding a charge, refusal of a refund, access suspension, etc.) via support channels and <finance@1msg.io> (or phone number +6531650115) , stating payment details, date, amount and a description of the situation.

All requests for refunds, compensation or exceptions to the general rules are reviewed individually. The Licensor does not guarantee a favourable outcome; the decision depends on the circumstances, payment system records, service accounting data, and compliance with the User Agreement and applicable law. The decision is recorded in correspondence or under the Licensor’s internal procedures.

Response times. The Licensor will send an initial reply to a billing- or refund-related request within 2–3 business days of receipt, provided the request contains sufficient information to identify the payment and the account.

A substantive decision or, in complex cases (data mismatches, duplicate charges, accounting discrepancies, interaction with the payment provider or bank, chargebacks), a reasoned interim reply with the timing of the next step will be provided within no more than 14 business days, unless a different period is set out in the User Agreement at <https://1msg.io/user-agreement/> .

Execution of a refund to the original payment method after a positive decision follows timelines determined by Stripe and the issuing bank and may extend beyond the review periods above.

The pre-claim procedure and dispute resolution are as stated in the User Agreement (negotiations, claim, response time, jurisdiction).

Chargeback (disputing the payment with the bank) is a procedure of the card issuer and card network, not a substitute for the internal refund process. The Licensor acts within Stripe’s and the bank’s rules; a confirmed chargeback may result in balance and access adjustments in accordance with accounting rules and the User Agreement.

#### 5. Technical work, service suspension and refunds

The Licensor may suspend operation of the Service for up to three (3) business days to carry out scheduled preventive and repair work on the Licensor’s technical infrastructure, as well as emergency unscheduled work.

In case of suspension for the above reasons, the Licensor notifies the Client at the email address provided by the Client in the account (or by another agreed method).

Such scheduled preventive and repair work and emergency unscheduled work do not constitute a breach by the Licensor of its obligations under the User Agreement and are not grounds for a refund of amounts paid for services.

Where such preventive and repair work is performed, the period of access to the Service is extended by the same number of calendar days on which the Service was unavailable due to that suspension.<br>

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#### 6. Contacts

Email:  <finance@1msg.io>&#x20;

Phone: +6531650115
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