Refund Policy

This Refund Policy explains when OmniEngage refunds subscription fees and messaging charges. It forms part of our Terms of Service. OmniEngage is operated by Hikedeal Digital Media Private Limited (“Hikedeal”, “we”, “us”).

1. How billing works

OmniEngage is billed through Shopify. Your plan fee and any wallet top-ups appear on your Shopify invoice and are charged in US dollars (USD), exclusive of applicable taxes. There are two kinds of charges:

• Subscription fee: the monthly price of your plan (Growth, Scale or Max), billed in advance for each billing cycle.
• Wallet top-ups: prepaid balance used for messaging and usage charges, such as WhatsApp conversations, SMS and RCS. Channel charges are passed through at cost and deducted from your wallet as you send.

The monthly wallet limit you approve in Shopify is a spending ceiling, not a charge. You are only billed for the amounts you actually add to your wallet.

2. Free trial

Every plan starts with a 7-day free trial. You are not charged a subscription fee during the trial, and if you cancel or uninstall before it ends you will not be charged at all. Messaging charges you incur during the trial are billed as usual.

3. Subscription fees

Once a billing cycle has been charged, the subscription fee for that cycle is non-refundable. This includes cancelling, downgrading or uninstalling part-way through a cycle. Cancelling stops future renewals; it does not refund the current cycle. See our Cancellation Policy for how to cancel.

If you upgrade or downgrade, the change takes effect immediately and the difference is prorated for the rest of the billing cycle.

4. Wallet balance and messaging charges

• Sent messages are non-refundable. Charges for messages, conversations and calls that have already been sent or started are paid onward to Meta, telecom carriers and other providers, whether or not the message is read, clicked or replied to.
• Failed sends are credited. If a message fails to send because of a fault on our platform, the charge is credited back to your wallet.
• Unused balance is not paid out. Unused wallet balance cannot be withdrawn, refunded or transferred to another store, except in the cases listed in section 5 or where the law requires it.

5. When we do issue refunds

We will refund or credit you in these cases:

• Duplicate charge: you were billed twice for the same plan or top-up.
• Billing error: you were charged an amount different from the price shown when you approved it.
• Charged after cancelling: a renewal was charged even though you cancelled or uninstalled before the renewal date.
• Charged during the trial: you were charged a subscription fee although you cancelled within the 7-day free trial.
• Termination by us without cause: we close your account for a reason other than a breach of our Terms. We refund the unused part of your current billing cycle and your remaining wallet balance.

Outside these cases, any refund is at our sole discretion, for example after an extended outage caused by us. Granting a refund once does not oblige us to grant one again.

6. How to request a refund

Email support@omniengage.io within 30 days of the charge, from the email address on your account, and include:

• your store’s myshopify.com domain,
• the date and amount of the charge,
• the reason for your request.

We aim to respond within 5 business days. Approved refunds for Shopify-billed charges are issued through Shopify, as a refund or credit on your Shopify bill, and usually appear within 5 to 10 business days depending on Shopify’s billing cycle. We cannot send Shopify-billed refunds directly to a card or bank account. Where taxes were charged, they are adjusted in line with the original invoice and applicable law.

7. Chargebacks and disputes

Please contact us before disputing a charge with Shopify or your bank. Most billing issues are resolved faster directly. While a dispute is open, we may suspend the related account.

8. Changes to this policy

We may update this policy from time to time. Changes apply to charges made after the updated version is posted, and the date at the top of this page shows the latest version.

9. Contact

Billing & refunds: support@omniengage.io
Help & support: hello@omniengage.io
Legal & business: Info@hikedeal.in

Hikedeal Digital Media Private Limited
House No. K-448D, Ground Floor, Prem Nagar Ph-2, Kirari Suleman Nagar, Delhi 110086, India.
CIN: U74999DL2021PTC390122
GST: 07AAGCH0525C1Z5