Refunds and cancellation

How payments for Soosh plans and wallet top-ups work, how to cancel, and when we give refunds.

Last updated .

This page sums up sections 8 to 10 of our terms of service. If the two ever differ, the terms apply.

How you pay

  • Plans are paid in advance, monthly or yearly, and renew automatically for another period of the same length until you cancel.
  • Renewals are charged automatically to the card, UPI Autopay or bank mandate you approved when you subscribed. Payments are processed by Razorpay; we never see or store full card numbers.
  • Wallet top-ups pay for AI features. Each top-up is a one-off payment. If your admins turn on automatic top-up, the wallet is topped up from a mandate they approve when they set it up, and they can turn it off in Soosh at any time.
  • Prices don't include GST, which we add where it applies. WhatsApp message charges are billed by Meta to your WhatsApp Business Account, not by us.

Cancelling

  • Your workspace admins can cancel at any time in Soosh, under Settings > Billing, or by writing to support@soosh.io.
  • Cancelling stops the next renewal and its automatic payment. Your plan keeps working until the end of the period you've paid for, then your workspace moves to the free plan. Your data stays.

If a payment fails

We'll remind you and keep your plan running for 7 days while you update your payment method. If it still hasn't been paid after that, your workspace moves to the free plan. Your data stays, and you can upgrade again at any time.

Refunds

  • Plans: fees for a period that has started aren't refunded, including when you cancel or downgrade partway through.
  • Wallet top-ups: credit you haven't used isn't refundable.
  • Our mistakes: if we charge you twice or charge the wrong amount, we refund the difference in full.
  • If we end the agreement without you having broken our terms, we refund the unused part of any fees you've paid in advance.
  • If our terms change and you don't agree, you can cancel before the change takes effect and we refund the unused part of any fees paid in advance.

Asking for a refund

Write to support@soosh.io within 30 days of the charge, with your workspace name and the date and amount of the payment. Approved refunds go back to the original payment method within 7 to 10 working days of approval.