Refunds and Cancellation Policy

1. Purpose

This Refunds and Cancellation Policy explains how refunds, cancellations, trials, downgrades, and subscription changes work for Hayvest Commerce OS.

Hayvest Commerce OS is provided by Hayvest Technologies to help merchants manage WhatsApp-based commerce, including products, services, orders, customer conversations, payment instructions, message templates, and related workflows.

2. Trial Setup Payment

Paid packages may include a 7-day trial. To start a paid package trial, the merchant may be required to pay a once-off trial setup payment.

This trial setup payment is used to reserve onboarding, activate the trial, and begin account setup. If the merchant continues after the trial, the trial setup payment is deducted from the full setup fee.

Trial setup payments are generally non-refundable once the trial has been activated, except where Hayvest is unable to provide access due to a confirmed platform-side issue that cannot be resolved within a reasonable time.

3. Setup Fees

Setup fees cover onboarding, workspace preparation, configuration support, catalog assistance, WhatsApp setup support, billing configuration, and related implementation work.

Setup fees are non-refundable once setup work has started.

If a merchant cancels before any setup work has started, Hayvest may approve a partial or full refund at its discretion, less any payment processing fees already incurred.

4. Monthly Subscriptions

Monthly subscription fees provide access to Hayvest Commerce OS according to the selected package.

Monthly subscription fees are billed in advance and are non-refundable once the subscription period has started.

If a merchant cancels during a paid billing period, access may remain available until the end of the current paid period unless the account is suspended for breach, fraud, misuse, non-payment, or compliance concerns.

5. Trial Expiry and Downgrade to Free

• If a merchant starts a paid package trial and does not pay the post-trial invoice by the trial expiry date or applicable grace period, Hayvest may automatically downgrade the merchant to the Free package.
• When downgraded to Free:

5. Trial Expiry and Downgrade to Free (continued)

• Merchant data is not deleted.
• Paid features may be restricted.
• Advanced automations may be disabled.
• Package limits will apply.
• The merchant may upgrade again by paying the required invoice.

6. Cancellation by Merchant

A merchant may request cancellation of their paid subscription from the billing page or by contacting Hayvest support.

Cancellation does not automatically create a refund.

The merchant remains responsible for any unpaid invoices, usage charges, setup balances, or agreed fees incurred before cancellation.

7. Cancellation or Suspension by Hayvest

Hayvest may suspend, downgrade, or cancel access where:

• invoices remain unpaid;
• the merchant breaches Hayvest's Terms of Service;
• the merchant misuses WhatsApp, Meta, payment, or platform features;
• the merchant provides false information;
• the merchant uses the platform for unlawful, harmful, or prohibited activity;
• continued service creates legal, security, compliance, or reputational risk.

7. Cancellation or Suspension by Hayvest (continued)

Suspension or cancellation for breach does not entitle the merchant to a refund.

8. WhatsApp and Third-Party Charges

Hayvest subscription fees do not include all possible third-party costs unless expressly stated.

WhatsApp Business Platform charges, payment provider charges, Meta charges, transaction fees, messaging fees, or other third-party service costs may apply separately.

Hayvest is not responsible for refunding fees charged directly by third-party providers.

9. Merchant Customer Payments

Hayvest does not process, hold, or control payments made by a merchant's customers to the merchant.

Customer payments go directly to the merchant through the merchant's own payment methods, such as bank transfer, M-Pesa, Paystack link, Yoco link, Flutterwave link, cash, or other configured methods.

Refunds owed by the merchant to their customers are the merchant's responsibility and are not handled by Hayvest.

10. Failed Payments and Overdue Accounts

If payment fails or an invoice becomes overdue, Hayvest may send reminders by email, WhatsApp, or dashboard notification.

If the account remains unpaid after the applicable grace period, Hayvest may restrict paid features, downgrade the account to Free, or suspend access.

11. Plan Changes

Merchants may upgrade their plan at any time, subject to payment of applicable setup differences, subscription differences, or upgrade fees.

Downgrades may take effect immediately or at the end of the current billing period, depending on the billing status and package rules.

No refunds are provided for voluntary downgrades during an active paid billing period unless approved by Hayvest in writing.

12. Refund Review Process

Refund requests must be submitted to Hayvest support with:

• merchant name;
• account email;
• invoice number;
• reason for refund request;
• relevant supporting information.

12. Refund Review Process (continued)

Hayvest will review refund requests case by case.

Approved refunds may exclude payment processing charges, third-party fees, WhatsApp/Meta charges, or work already completed.

13. Policy Updates

Hayvest may update this Refunds and Cancellation Policy from time to time. Updated terms will apply from the date they are published or communicated.

Continued use of Hayvest Commerce OS after updates means the merchant accepts the updated policy.