Payment & Cancellation Policy

Welcome to Celitix, operated by Proactive Professional Services Pvt Ltd (“Celitix”, “Company”, “we”, “our”, or “us”).

This Payment & Cancellation Policy governs payments, billing, wallet credits, subscriptions, refunds, cancellations, and financial transactions relating to Celitix services, including but not limited to WhatsApp Business API, SMS, OTP, RCS, Email, Voice, IVR, Live Chat, Chatbots, APIs, automation, and related communication services.

By using Celitix services, you agree to this Policy.

1. Payments & Billing

Celitix may provide services through:

- Prepaid wallet credits
- Subscription plans
- Usage-based billing
- Enterprise or custom pricing arrangements

Users agree to pay all applicable fees, usage charges, subscription charges, onboarding costs, setup fees, taxes, operator charges, or other charges associated with the services used.

Applicable GST, taxes, duties, or government levies shall be charged in accordance with prevailing laws.

2. Wallet Credits

Certain Celitix services may require prepaid wallet funding.

Wallet credits:

- Are non-transferable;
- Cannot be withdrawn or exchanged for cash;
- May only be used for eligible platform services;
- Shall be deducted based on applicable service usage and pricing.

Celitix reserves the right to revise wallet deductions, charging mechanisms, or pricing structures where operational, regulatory, or commercial changes require such updates.

3. Usage-Based Charges

Certain Celitix services operate on usage-based pricing models including, but not limited to:

- WhatsApp Business API
- Bulk SMS & OTP
- RCS Messaging
- Email Messaging
- Voice, IVR & OBD
- Live Chat & Automation
- APIs & Developer Services

Charges may vary depending on:

- Message category
- Operator or carrier routing
- Third-party provider pricing
- Usage volume
- Geographic destination
- Platform or regulatory changes

Users acknowledge that applicable deductions and billing rates may change from time to time.

4. Refunds

Payments made to Celitix are generally non-refundable.

Refunds may be considered only under limited circumstances, including:

- Verified duplicate payments;
- Confirmed platform billing errors;
- Failed payment transactions;
- Incorrect deductions caused by technical malfunction;
- Other exceptional cases approved by Celitix at its sole discretion.

Approved refunds, if applicable, shall be processed within a reasonable business timeframe.

Refund requests may require supporting information, transaction details, account verification, or additional review.

5. Non-Refundable Services

Unless expressly approved by Celitix in writing, the following shall generally be non-refundable:

- Consumed wallet credits;
- Delivered messaging usage;
- Subscription periods already utilized;
- Activated or provisioned services;
- API usage or developer consumption;
- WhatsApp onboarding, setup, verification, or related approvals;
- RCS setup, agent configuration, or brand verification;
- SMS, Email, Voice, IVR, or communication usage charges;
- Custom development, integrations, consulting, or implementation services.

6. Cancellation & Service Termination

Users may discontinue using Celitix services at any time.

However, service discontinuation shall not automatically entitle Users to refunds for:

- Used services;
- Active subscriptions;
- Consumed credits;
- Completed onboarding or configuration activities.

Celitix reserves the right to suspend, restrict, or terminate services for:

- Payment defaults;
- Fraudulent activity;
- Chargebacks or payment disputes;
- Policy violations;
- Regulatory or platform compliance issues;
- Misuse, spam, or unauthorized activities.

7. Third-Party Pricing & Platform Charges

Certain Celitix services depend on third-party platforms, providers, telecom operators, carriers, or communication partners including Meta, Google RCS, telecom providers, aggregators, and cloud vendors.

Pricing, deductions, or service charges may be revised without prior notice where required due to:

- Third-party cost changes;
- Operator or carrier revisions;
- Platform pricing updates;
- Tax or regulatory changes;
- Operational requirements.

Celitix shall not be liable for pricing revisions initiated by external providers or communication partners.

8. Fraud Prevention & Chargebacks

Celitix reserves the right to investigate, suspend, restrict, recover outstanding dues, or take appropriate action in cases involving:

- Fraudulent transactions;
- Unauthorized payments;
- Payment disputes or chargebacks;
- Abuse of promotional credits;
- Misuse of billing systems.

Users remain responsible for charges incurred through their accounts unless unauthorized access is promptly reported and verified.

9. Policy Updates

Celitix may modify or update this Payment & Cancellation Policy periodically.

Updated versions shall become effective upon publication on the Celitix website or platform.

Continued use of the services after updates constitutes acceptance of the revised Policy.

10. Contact Information

Proactive Professional Services Pvt Ltd
22, 3rd Floor, Biswa Nagar, New Sanganer Road, Jaipur, Rajasthan, India

Website: https://www.celitix.com

General, Legal, Privacy & Compliance Support

Email: tech@ppspl.io
Phone: +91 9680006460

Accounts, Billing, Payments & Refund Support

Email: accounts@ppspl.io
Phone: +91 9680007722

For inquiries related to services, legal matters, privacy, compliance, payments, subscriptions, wallet credits, cancellations, or refunds, please contact the appropriate team using the details above.