Refund Policy

KreativeRock is pay-as-you-go — there are no subscriptions or recurring commitments. This policy explains how top-ups and billing work, and why top-ups are not refundable outside genuine billing errors on our side.

How billing actually works

When you top up your credit balance via Paystack or Flutterwave, we use that payment straight away to purchase real messaging capacity from our own upstream providers (Meta/Gupshup for WhatsApp and RCS, our SMS network partner for SMS) so your balance is genuinely ready to send with the moment you need it, not just a number on a screen. This happens as soon as your top-up is confirmed — not after a delay. Once we've done that, the money is already spent on your behalf and cannot be recovered from those providers, which is why we cannot offer refunds for a completed top-up simply because it went unused or you changed your mind.

Sending a message only ever deducts credits from your balance once delivery is confirmed by the relevant provider — you are never charged for a message that failed to arrive. Any credit balance you haven't spent yet stays available in your account for your next send, in the same way an unused phone or data balance carries forward rather than expiring.

When a refund applies

Because top-up funds are committed to real messaging capacity immediately, we do not offer refunds for change-of-mind, unused balance, or a business closing its account. We will still refund a top-up, in full or in part, if:

• The charge was a genuine duplicate (e.g. a payment gateway error double-charged you for the same top-up).
• The charge was unauthorized or fraudulent, and you report it to us promptly.
• We made a billing error — for example, debiting credits for a message that was never actually sent or delivered.
• Refund is required by applicable law in your jurisdiction.

These are the only cases in which a refund applies — the same principle stated in our Terms of Service, section 4. Outside of them, if you no longer need your remaining balance, you're welcome to keep using it across any of our other services (SMS, WhatsApp, RCS, or the AI Sales Assistant) for as long as it lasts.

How to request a refund

Email info@kreativerock.com with your account email, the transaction reference, and the reason for the request. We aim to respond within 5 business days. Approved refunds are returned to the original payment method via Paystack or Flutterwave, and can take a few additional business days to reflect depending on your bank or card issuer.

Contact

KreativeRock Digital Limited, RC 1441363, Lagos, Nigeria.
Email info@kreativerock.com. Phone +234 809 420 0003.