Refund & Cancellation Policy

How Telli2 billing works

Telli2 is a pay-as-you-go service. You add prepaid balance in US dollars, and that balance is used only as messages are actually sent and reports are actually generated. There are no subscriptions, and nothing is charged while the service is idle.

Because you only pay for what the service delivers, most issues are resolved by returning unused credit to your wallet rather than by cash refunds. Cash refunds apply in the specific cases below.

What we refund or credit back

Duplicate or mistaken payments: if you are charged twice for the same purchase, or the amount charged differs from what you approved, we refund the duplicate or excess in full.

Messages that never reach employees: if a message fails to deliver for reasons on our side or our messaging provider's side, and we cannot deliver it even after automatic retries, the cost of that message is returned to your balance. You are never charged for messages Telli2 could not deliver.

Failed reports: the cost of an analysis or report that fails to generate is not charged in the first place. If you are ever charged for one, we return it to your balance.

Extended outages: if Telli2 is unavailable for more than 24 consecutive hours and you lose campaign time you paid for, we credit your balance for the affected period.

Charges made in error: any wallet deduction not covered by a sent message or a generated report will be reversed once confirmed.

Bank transfer payments

If you pay by bank transfer, your balance is credited once the payment is verified. If verification fails, the provisional credit is reversed and service stops — in that case no charge has actually completed.

If a bank transfer fails part-way (for example, the amount left your account but never reached us), we will work with you to trace it. Any amount that did reach us will be credited to your wallet or refunded on request.

Unused prepaid balance

Unused purchased balance stays yours for as long as your organization uses Telli2 — it never expires.

If you decide to stop using Telli2, contact us within 30 days of your most recent purchase and we will refund the unused portion of that purchase. Balance already used to deliver messages and reports is not refundable.

What is not refundable

Balance already used for delivered messages, generated reports or campaign analysis.

Free trial credit and any gifted or promotional balance added by us or a partner. These have no cash value.

Campaign days lost to circumstances outside Telli2 — for example a WhatsApp number your organization connected being blocked, incorrect employee numbers, or employees not responding.

Order cancellation policy

You may cancel a balance purchase within 30 days of payment. If none of it has been used, you receive a full refund; if some has been used, the unused portion is refunded.

To cancel, email hello@telli2.com with your organization name and transaction ID. Running campaigns can be paused or ended at any time from your dashboard, which immediately stops further messages and charges.

How to request a refund

Email hello@telli2.com with your organization name, the transaction ID, the date and amount, and a short description of what went wrong. We may ask for a screenshot or bank receipt to verify the payment.

We review every request and reply within 2 business days. Approved refunds are returned to the original payment method — the card used, or the bank account the transfer came from — within 7 to 10 business days of approval. Where you prefer, smaller amounts can instead be credited back to your wallet immediately.

Refund processing time

Review: within 2 business days of your request.

Card and bank refunds: 7 to 10 business days after approval, depending on your bank.

Wallet credits: applied immediately after approval.

If you disagree with our decision

If we decline a request and you believe that is wrong, reply to our email and a human will review it again. Where local consumer law gives you rights beyond this policy, those rights still apply.

Changes

We may update this policy. We will change the date above when we do.

Contact

Questions about refunds or billing? Email hello@telli2.com or write to Astra Flows, 1302, AJ Towers, Gulberg Expressway, Gulberg Green, Islamabad, Pakistan.