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

Growth and Pro include a 7-day free trial. There is no trial fee.

Pro+ is a custom plan. It starts through a conversation with Hayvest, not a self-serve trial.

3. Setup Fees

Growth and Pro have no setup fee.

Pro+ is quoted for the operation. Any agreed setup work is described in that quote.

4. Subscriptions

Month-to-month billing is the list price of the package.

A 50% discount on the first 3 months applies only when a new signup pays those 3 months at once, or chooses an annual plan. It does not apply to ordinary month-to-month billing.

The annual plan includes a free 13th month. That is the ongoing discount. From year two, the first 3 months are billed at the list price.

These introductory terms apply to new signups. They do not change an existing subscription.

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.

A merchant can request a refund and cancellation within 14 days of the subscription. The refund is the amount paid, less a 15% service charge.

After those 14 days, cancellation does not automatically create a refund.

The merchant remains responsible for any unpaid invoices 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 the price difference for the new package.

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

Outside the 14-day refund window, a voluntary downgrade during an active paid billing period does not create a refund unless Hayvest approves it 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)

A refund requested within 14 days of the subscription is the amount paid, less a 15% service charge.

Hayvest will review refund requests case by case. Third-party fees, including WhatsApp and Meta charges, are not refunded by Hayvest.

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.