Refund Policy

Last modified: May 28, 2025

  • 1. Introduction & Scope
  • 2. Eligibility for Refund
  • 3. How to Request a Refund
  • 4. Non-Refundable Items
  • 5. Refund Processing & Timeline

1. Introduction & Scope

Welcome to BuildSavanna’s Return Policy. This policy explains which of our products and services are covered by and eligible for returns and refunds. It applies to all purchases you make through our website (www.buildsavanna.com), mobile applications, or any authorized reseller channels.

Covered services include:

  • Platform Subscriptions (monthly, annual, enterprise tiers)

  • Prepaid Message Credits (bundles for WhatsApp template and session messages)

  • One-Time Feature Add-Ons (custom chatbot templates, advanced analytics modules)

  • Professional Services (onboarding, custom integration development, dedicated training)

Any order placed outside these categories (e.g. free trial usage, open-source components) or through unofficial channels is not covered by this policy. Please read the following sections carefully to understand how to request a refund, which items are ineligible, and your expected timeline for processing.

2. Eligibility for Refund

To qualify for a refund under BuildSavanna’s Return Policy, your purchase must meet all of the following criteria:

  • Timeframe:
    Refund requests must be submitted within 7 days of the invoice date.

  • Minimal Usage:

    • Platform Subscriptions: No more than 100 API calls or 10 outbound template messages may have been sent.

    • Prepaid Message Credits: All credits must remain unused at the time of request.

    • One-Time Feature Add-Ons: The feature must not yet have been provisioned or delivered.

    • Professional Services: No billable work (onboarding, custom integration, training) may have commenced; any time logged beyond a 10% project completion threshold disqualifies the request.

  • Account Status:
    Your BuildSavanna account must be in good standing (no outstanding support tickets or policy violations).

If any of these conditions are not met, the refund request will be declined and the standard cancellation terms will apply.

3. How to Request a Refund

To initiate a refund, please follow these steps exactly:

  1. Submit Your Request

    • Send an email to support@buildsavanna.com with the subject line:

      Refund Request: [Your Invoice Number]

    • In the body include:

      • Account ID (e.g. BS-12345)

      • Invoice Number & Date

      • Service/Product Purchased

      • Reason for Refund (brief description)

  2. Confirmation of Receipt

    • We’ll reply within 2 business days with a ticket number and confirmation of eligibility review.

    • Keep this ticket number for all future correspondence.

  3. Review & Follow-Up

    • Our team verifies your usage and eligibility criteria.

    • If additional details or documentation are needed (e.g. screenshots of unused credits), we’ll request them in the same ticket.

  4. Final Decision

    • You’ll receive a final approval or denial email within 5 business days of your initial request.

    • If approved, we’ll process your refund according to the timeline in Section 5.

  5. Escalation

    • If you do not receive a confirmation within 2 business days, or if you have any questions during the process, reply to your ticket or write to manager@buildsavanna.com quoting your ticket number.

Please ensure all information is accurate to avoid delays. Thank you for your cooperation!

4. Non-Refundable Items

The following fees, services, and usage are not eligible for refund under any circumstances:

  • Consumed Message Credits
    Any credits already used for template or session messages (WhatsApp or SMS) — even if partially consumed.

  • Activation & Setup Fees
    One-time onboarding, domain-verification, SSL provisioning, or environment setup charges.

  • Third-Party & Transaction Costs
    Fees paid to external providers (e.g., WhatsApp API gateway fees, payment processor transaction fees, currency conversion costs).

  • Custom Development & Professional Services
    Any work completed beyond the 10% “no-work” threshold for custom integrations, training sessions, or dedicated support engagements.

  • Expired Subscriptions or Trials
    Plans or add-ons whose term has lapsed, including free trials that have automatically converted to paid tiers.

  • Data Export & Migration
    Charges for data exports, backups, or migrations initiated at the customer’s request.

  • Policy Violation Fees
    Charges incurred for breach of WhatsApp/Messenger policies (e.g., template re-submission, compliance remediation).

Any request for refund of the above items will be respectfully declined. If you believe there are exceptional circumstances, please contact support@buildsavanna.com for review.

5. Refund Processing & Timeline

Once your refund request is approved, here’s what to expect:

  • Initiation:
    We’ll process the refund within 1 business day of approval.

  • Payment Method:
    Refunds are issued to the original payment method (credit card, bank transfer, or Paynow account).

  • Bank & Processor Timing:

    • Credit/Debit Cards: 5–10 business days for funds to appear, depending on your bank.

    • Bank Transfers/Paynow: 2–5 business days.

    • Mobile Money (EcoCash/OneMoney): 1–3 business days.

  • Deductions:
    Any non-refundable transaction or currency-conversion fees charged by third-party providers will be deducted from the refund amount.

  • Confirmation:
    You’ll receive an email notification once the refund has been issued, including the amount refunded, date, and transaction reference.

If you do not see the refunded amount after the above timelines, please reply to your support ticket or email support@buildsavanna.com. We’re here to help!