Rackwave has a clear refund policy designed to be fair for both parties. This article explains what is eligible for a refund, how to request one, the timeline you can expect, and how partial refunds and credits work.
Refund Policy Overview
| Scenario | Refund Eligibility | Type |
|---|---|---|
| Duplicate payment charged twice for same invoice | Eligible — full refund | Cash refund to original payment method |
| Service outage lasting more than 24 consecutive hours | Eligible — prorated credit | Account credit for days affected |
| Billing error — wrong amount charged due to system error | Eligible — full or partial refund | Cash refund or credit note |
| Cancellation within 7 days of first paid activation (new customer) | Eligible — prorated refund | Refund for unused days |
| Mid-cycle cancellation (existing subscription, not new) | Not eligible | No refund for remaining unused days |
| Unused yearly plan — cancelled mid-year | Not eligible | Annual plans are non-refundable for unused months |
| Trial period — no charges made | Not applicable | Trials are free — no refund needed |
| Account suspended for policy violation | Not eligible | No refund where suspension is due to terms violation |
7-day new customer window: First-time subscribers who cancel within 7 days of their initial paid activation and have sent fewer than 100 messages (email or SMS) may request a prorated refund. This applies to the first subscription on each platform only.
How to Request a Refund
- Log in to the Rackwave portal.
- Go to Support → Open New Ticket.
- Set the subject to: Refund Request — Invoice #[your invoice number].
- In the ticket body, include:
- The invoice number you are requesting a refund for.
- The reason for the refund request.
- The amount you believe should be refunded.
- Any supporting evidence — bank statement screenshot showing duplicate charge, outage incident reference, etc.
- Submit the ticket. The accounts team will review and respond within 2 business days.
Refund Processing Timeline
| Stage | Timeframe | What Happens |
|---|---|---|
| Request review | 1–2 business days | Rackwave accounts team reviews request and verifies eligibility |
| Approval notification | Day 2–3 | You receive an email confirming approval and the refund amount |
| Refund initiated | Day 3–5 | Refund or credit note raised in the system |
| Credit / debit card refund | 5–10 business days after initiation | Funds returned to your original card by the payment gateway |
| Bank transfer refund | 3–5 business days after initiation | NEFT/RTGS transfer to your registered bank account |
| Account credit | Immediate on approval | Credit applied to your Rackwave account balance for future invoices |
Account Credit vs Cash Refund
In some cases Rackwave may offer an account credit instead of a cash refund:
- Account credit — the refund amount is added to your Rackwave wallet and automatically applied against your next invoice. This is processed faster (immediately on approval) and has no bank processing delay.
- Cash refund — returned to your original payment method. Preferred for duplicate charges or billing errors. Takes 5–10 business days depending on your bank.
You can state your preference in the refund request ticket. Rackwave will accommodate the preferred method where the refund type is eligible for it.
Refund Not Received After Expected Timeframe?
- Check your bank or card statement for a credit entry matching the refund amount.
- Note that some banks show refunds under a different transaction description than the original charge.
- If 10 business days have passed since refund initiation with no credit received, reply to your support ticket with your bank statement and Rackwave will investigate with the payment gateway.