1. Payment terms
This policy forms part of our Terms & Conditions and applies to every order placed with Star Network Solutions.
2. The point that determines your refund: First Send
Almost everything in this policy turns on one moment — First Send, the dispatch of the first message of your Campaign to any Guest. Before it, most of your fee is recoverable. After it, messages have been delivered and third-party costs incurred on your behalf, and they cannot be recovered.
3. Cancellation before First Send
| When you cancel | What is refunded |
|---|---|
| Before we begin configuring your Campaign | Full refund, less any payment gateway charge and any add-on already commenced. |
| After configuration has begun, before First Send | Refund less a setup and configuration charge of 60%. |
4. Cancellation after First Send
The proportionate calculation is based on:
- the number of Guests already messaged, against the total number contracted;
- the message stages already delivered, against the stages contracted — for example, if the save-the-date and RSVP request have been sent but the reminders and thank-you have not, the delivered stages are chargeable in full;
- any add-on already commenced, in particular own-number registration, which is not refundable once whitelisting has been applied for;
- any third-party messaging or platform charges already incurred on your behalf, which are never refundable.
We will send you the calculation in writing before processing any refund.
5. Changes to a live Campaign
Changes after configuration or launch — to the guest list, the event details, message content, the schedule or anything else — are chargeable proportionately to the additional work and messages involved, on the basis of your original quotation. Additional charges are payable in advance.
Reducing your guest list or removing message stages after First Send does not create a right to a refund of the difference, beyond what the proportionate calculation above allows.
6. Postponement of an Event
Where an Event is postponed rather than cancelled, we will where practicable transfer your Campaign to the new dates rather than refund it, subject to:
- written notice at least 7 days before the original Event date;
- the new date falling within 120 days of the original;
- a rescheduling charge of 20% to cover reconfiguration and re-sending;
- own-number registration being re-applied for, with no guarantee that the same number can be re-registered.
Guest data for a postponed Event is retained until the last date of the rescheduled Event; otherwise our standard deletion rules apply.
7. Circumstances in which no refund is due
- Messages that failed or reached the wrong person because a Guest's number was incorrect, inactive or not registered on WhatsApp — providing correct numbers is the Host's responsibility.
- Guests who did not reply despite the reminders being delivered.
- Guests who confirmed and then did not attend.
- Dissatisfaction with the accuracy of Guest responses, which we collect but do not verify.
- Losses arising from catering or venue decisions taken on the basis of our figures.
- Outages, delays, policy changes or account actions by WhatsApp, Meta or a network operator.
- Suspension or termination for breach of the acceptable use section of our Terms.
- Data lost because it was not downloaded before the end of the Event.
8. How to request a refund
Send a written request to hello@count-me.in or by WhatsApp to +91 99740 41729, with your name, Event name and date, and the reason. We will acknowledge within [48 hours] and confirm the calculation before processing.
Approved refunds are processed within [7–10 working days] to the original payment method. Your bank or card issuer may take additional time to credit it. Payment gateway charges and applicable taxes already remitted are not refundable.
9. Chargebacks
Please raise any dispute with us first. Initiating a chargeback without contacting us may lead to immediate suspension of a live Campaign, which will affect Guests who are awaiting a reply.
10. Contact
Star Network Solutions · Station Road, Dahod, Gujarat · hello@count-me.in · WhatsApp +91 99740 41729