Eligibility for refund:
In the event of non-usage of Services self-serve platform from the date of recharge subject to User making a written request to us within 3 days from the date of recharge, User shall be entitled for refund of money subject to deduction of applicable taxes and charges. In case User makes the request for refund upon the expiry of seventh day, Dove Soft Limited shall in its sole discretion based on merits of the request credit to the wallet of the user.
Applicability of Refund Policy:
This policy is only applicable for Latin America region.
Procedure for Refund:
Refund amounts are generally remitted within 30 business days. However, the length of time required for the funds to be credited to User's account is determined by User's bank or financial institution. Please check with respective banks or financial institution and their specific rules regarding returned or refunded transactions.
Dove Soft Limited has no obligation to issue refunds if User cannot provide us with full and accurate information required to complete the refund or credit; or the refund request has already been processed through payment gateway but has not yet applied to the originating source of the payment; or the refund request directs Dove Soft Limited to issue the refund to a different bank or financial institution other than the source where the original payment was received; or Dove Soft Limited did not receive the payment for which the refund request is made due to force majeure or other causes beyond our direct control.
In the event a refund cannot be handled within standard refund protocols or to process a refund after 10-15 business days, User may be asked to supply additional information and to provide documentation of the original charge.
Dove Soft Limited shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User's registered mobile number and/or email address. User disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
Where a User had utilised his/her Wallet for payment towards the recharge, Dove Soft Limited shall process all refunds only into the User's credit Dove Soft Limited Wallet. Where a User had opted for online mode of payment option for recharge, Dove Soft Limited shall process all refunds into either the User's Wallet or the Users' valid bank accounts or financial institution, if details of such accounts are provided by the User to Dove Soft Limited at the time of refund. Once the amount is refunded into a User's Dove Soft Limited Wallet, it cannot be further refunded to any other bank account or financial institution account or as cash, and would continue to remain in the User's Dove Soft Limited Wallet until exhausted for utilisation in terms of WhatsApp messages on the Platforms.