Welkai Refund Policy
This policy is part of the Welkai Terms of Service between you and VERTEX REALITY DIGITAL SOLUTION (SSM registration no. 202603285026 (003903877-X)), trading as Welkai.
1. 14-day refund on your first payment
1.1 If you are not happy, you can ask for a full refund of your first payment within 14 days of making it.
1.2 We take off the value of any extra AI credit packs you have used, at the price you paid for them. Your plan's own monthly AI credits are not charged.
1.3 This applies once per business, to the first payment only.
2. After 14 days
2.1 After 14 days, we do not refund unused months or days on monthly, quarterly or yearly plans. When you cancel, your plan keeps running until the end of the period you paid for, and then stops.
3. Setup fees
3.1 The setup fee for Business or Enterprise (RM 500 or RM 1,500) is not refundable once your server has been set up. If you ask for a refund under section 1 before the server is set up, the setup fee is refunded too.
3.2 The done-for-you setup (RM 300) is refunded with your first payment only if we have not finished it yet. Once we have finished your setup, it is not refundable.
4. WhatsApp bans
4.1 A restriction or ban of a WhatsApp number by WhatsApp or Meta is not refunded, and does not give you a credit or an extension. See section 11 of the Terms.
5. Automatic refunds
5.1 If we charged you the wrong amount because of a technical error (for example a price changed while you were paying, a valid code was not applied, or your payment arrived after the payment link expired), we refund the difference automatically. You do not need to ask.
5.2 Payment that cannot be used. A payment that arrives after your account was deleted, after your unpaid sign-up expired (30 days after it could first be paid), or while Welkai has suspended your account, is not applied to anything and is refunded in full automatically.
5.3 Enhance proxy not ready. If the private proxy you bought with Enhance proxy is not ready within 3 days, you can cancel it in your account and the Enhance proxy is refunded in full automatically. Your number keeps its shared proxy.
6. Referral rewards
6.1 Referral credits can be claimed only after the referred business's 14-day refund window. If half or more of the referred payment is refunded, or it is charged back, the reward is cancelled.
7. Refunds when Welkai changes something
7.1 These come from the Terms and the Data Processing Agreement. We refund the unused part of your prepaid period, counted in whole days, if:
- (a) you cancel because you do not accept a material change to the Terms (Terms section 22.3);
- (b) we stop offering Welkai altogether (Terms section 17.4);
- (c) you end the service because you object to a new subprocessor and we cannot resolve the objection (Data Processing Agreement section 6).
8. No refund in these cases
8.1 No refund is given when an account or a feature is suspended or closed for breaking the Terms or the Acceptable Use Policy, or for giving false information at sign-up.
8.2 Meta's message charges are billed by Meta and are not refunded by us.
9. How to ask
9.1 Email support@welkai.com from the account owner's email address, with the subject "Refund request", your business name and the receipt number.
9.2 We reply within 5 working days. Approved refunds go back to the original payment method through our payment gateway, or by bank transfer when that is not possible. The time to reach you depends on your bank or card issuer.
9.3 When a first-payment refund is made, the plan stops and the account follows the deletion timeline in section 8 of the Terms, unless you choose another plan.
9.4 Nothing in this policy takes away any right you have under the law.