This Refund Policy supplements our Terms of Service. Esek is free to use and has no subscriptions, so this policy covers the money you add to your prepaid balance (top-ups) and the charges taken from it.
Did you buy a top-up inside the app on your phone? Then Apple or Google took your payment, and that changes who can refund it. Section 6 explains each store. The rest of this policy applies in full to top-ups bought on our website.
1. Fourteen days to cancel a top-up
You may cancel any top-up within 14 days of buying it. We refund the amount you paid for that top-up or the paid balance you have left, whichever is lower, in full and with no cancellation fee. Bonus credit that came with the pack is removed and is not paid out. We refund to the original payment method where reasonably possible. To ask, write to us as described in section 7.
2. Unused balance after 14 days
Your balance does not expire while your workspace exists. If you decide to stop using Esek, you can ask us to refund the paid balance you have left. We refund it, less any amount you owe us, to the original payment method, or by bank transfer if that is no longer possible, and paid usage in the workspace stops. Bonus credit is not paid out. If you delete your workspace with paid balance left, we will email the owner, and you can ask for that refund for 12 months after the deletion.
3. Charges already taken from your balance
Usage is charged when it happens, so a charge for usage that has already taken place, such as a conversation or a call minute, is not refunded. Monthly items, such as the AI phone line and additional staff logins, are charged for the month in advance. If you switch one off during the month it stays on until the end of that month, and that month's charge is not returned. If we charge you for something by mistake, or a fault on our side means you did not receive what you were charged for, tell us and we will credit the charge back to your balance.
4. Refunds, chargebacks and a negative balance
When a top-up is refunded, whether by us, by Apple or by Google, or is charged back through your card issuer, the credit it added, including any bonus credit, is removed from your balance. If you have already used part of it, your balance goes below zero by that amount. A balance below zero is a debt you owe us. It is settled from your next top-up before the rest of that top-up is credited, and paid usage stays paused until the balance is above zero again. Please contact us before disputing a charge with your card issuer: most problems are quicker to fix directly.
5. WhatsApp, Meta and misuse
Esek connects to the WhatsApp Business Platform (Meta). You must comply with Meta’s policies, including the WhatsApp Business Policy and applicable commerce and messaging rules, and, if you use Esek Sales & Marketing, with section 11A of our Terms of Service. You are responsible for how your business uses messaging and calls: for example obtaining proper consent, honouring opt-outs, and avoiding spam or illegal content. Breaches can lead to limits, suspension or termination of your WhatsApp access or your Esek account, by Meta, by us, or both.
If we suspend or end your access because of a breach of our Terms or this policy, abuse of the platform, other users or third-party services, spam or unsolicited bulk messaging, or other conduct that breaks Meta’s policies or the law, usage already charged is not refunded. Any paid balance you have left is refunded on request under section 2, less any amount you owe us.
If you use your own WhatsApp Business account, Meta bills its own WhatsApp fees directly to that account. Those fees are between you and Meta, and we cannot refund them.
6. Top-ups bought in the app
If you bought a top-up inside the Esek app, the store took the payment, not us. Store top-ups are one-off purchases: nothing renews and there is nothing to cancel.
Apple's App Store. On an iPhone or iPad, Apple is the seller of record. Apple holds the payment, so only Apple can reverse it. Request a refund from Apple at reportaproblem.apple.com or on your device; Apple decides under its own policies, and we are not part of that decision. If Apple refunds you, section 4 applies to your balance. Sections 1 and 2 are promises about money we hold, and nothing here obliges Apple to follow them. If Apple turns down a request that would have qualified under section 1, or you want the section 2 refund of balance bought from Apple, write to us and we will refund it from our side.
Google Play. On Android, Google takes the payment, but Google lets us refund our own Play orders, so sections 1 and 2 apply in the ordinary way and we can put the refund through Google Play ourselves. In the first 48 hours you can also ask Google directly, through Google's refund request form or Report a problem in your Google Play order history. If Google refunds you, section 4 applies to your balance.
7. How to request a refund
Email support@esek.io from your account email with the subject line Refund request, your workspace or account identifier, and the date of the top-up. We aim to respond within a few business days and to pay approved refunds within 14 days of approval.
8. Other
If the law that applies to you gives you refund or cancellation rights that cannot be limited by contract, those rights apply in addition to this policy.
We may update this Refund Policy from time to time; the “Last updated” date at the top will change when we do, and section 14 of our Terms of Service applies to changes that disadvantage you.