Refund & Cancellation Policy

Last updated: 10 September 2026

1. Your Chatly subscription

Chatly subscription plans are billed monthly in advance at the prices published on our pricing page. You may cancel at any time before your next billing date. Cancelling stops future charges but does not retroactively refund the billing period you are already in, except where required by law or where we have agreed otherwise in writing.

The self-serve plans are month-to-month with no minimum term and no cancellation penalty. Optional done-for-you setup fees are non-refundable once the onboarding work has been delivered.

If you believe you have been billed in error, email us and we will investigate and correct it.

2. Orders your customers place through Chatly

Chatly also powers WhatsApp ordering and checkout between merchants and their customers. An order placed that way is a contract between the customer and the merchant. The merchant is the seller — responsible for fulfilment, product quality, delivery and for honouring returns and refunds under the Consumer Protection Act. Chatly/Vularis is not a party to that sale.

If you are a customer who ordered from a business using Chatly, contact that business directly, in the same WhatsApp conversation you used to order. They decide whether a refund is due, and they issue it. We cannot refund an order on a merchant’s behalf, and we cannot compel a merchant to refund you.

3. How an order refund is actually processed

Card payments taken through Chatly are processed by Paystack and settle directly into the merchant’s own bank account, under a Paystack subaccount in the merchant’s business name. Chatly never holds, receives or controls merchant sales revenue, so a refund is not money we are holding and can return.

When a merchant confirms a refund from their Chatly dashboard, we pass that instruction to Paystack, which returns the funds to the customer’s original payment method. Paystack’s standard processing window is typically 5–10 business days, and the timing after that depends on the customer’s bank. The refunded amount is recovered from the merchant.

Our role is limited to relaying a confirmed refund instruction accurately and promptly. We are not liable for the underlying dispute between a merchant and their customer about product or service quality, nor for delays introduced by Paystack or by a customer’s bank.

4. Chargebacks

If a customer disputes a card payment with their bank, Paystack handles the chargeback under its own process and its outcome is binding on the transaction. The merchant is responsible for the disputed amount and for providing evidence. Chatly will help a merchant retrieve the order and conversation records they need, but we do not control the outcome.

5. Contact

Questions about this policy, or an unresolved dispute, can be sent to info@vularis.tech. This policy should be read alongside our Terms of Service.