This Refund Policy is part of and incorporated by reference into the SnapAgency LLC Master Services Agreement. Capitalized terms have the meanings given there.
1. General principle
SnapAgency provides a done-for-you managed messaging service. Each engagement triggers real and immediate costs: Lines licensed from iSnap LLC, carrier and platform registrations specific to Client's brand, Apple IDs and WhatsApp accounts provisioned with Client's content, and onboarding work performed by SnapAgency staff. Fees are non-refundable except as expressly set out below or where a refund is required by applicable law.
2. Setup Fee
The $700 Setup Fee per Line (or the rate stated on the Order Form):
(a) is fully refundable if Client cancels the Order Form before SnapAgency has begun provisioning work for the corresponding Line, less a $99 onboarding-work fee that covers initial intake, KYC, and Order Form processing;
(b) is non-refundable once provisioning has started. "Provisioning has started" means any of the following has occurred for the corresponding Line: (i) submission of a 10DLC brand/campaign registration; (ii) creation of an Apple ID or WhatsApp account for Client; (iii) procurement or activation of a SIM card or telephone number from a carrier or aggregator; or (iv) commencement of GoHighLevel integration work.
3. Monthly recurring Fee — non-refundable
Once a Line is provisioned and made available to Client (regardless of whether Client uses it), the corresponding monthly recurring fee is non-refundable. Cancellation takes effect at the end of the then-current billing period; Client retains access through that date but no prorated refund is due for the unused portion.
4. Annual prepayment — non-refundable
Annual prepayments (at the discounted annual rate) are non-refundable once the engagement has begun. Cancellation of an annual prepay takes effect at the end of the prepaid annual term; no prorated refund is due, except as set out in Section 6 or where applicable law requires.
5. Minimum-commitment acceleration
Where an Order Form specifies an Initial Term longer than one (1) month and Client terminates for convenience, fails to pay, or is terminated for cause during the Initial Term, the remaining MRR Fees for the Initial Term accelerate and become immediately due under MSA Section 4.7. No refund is owed for any portion of the prepaid Setup Fees or already-paid MRR Fees in connection with such early termination.
6. Refunds for verified Service failure
SnapAgency will issue a prorated credit (or, at SnapAgency's option, a refund) of the affected MRR Fees if Client demonstrates that the Services were materially unavailable for a continuous period attributable to a failure within SnapAgency's control. "Materially unavailable" means that all Lines provisioned for Client were unable to send or receive messages for a continuous period of more than seventy-two (72) hours, excluding:
- scheduled maintenance announced at least forty-eight (48) hours in advance;
- outages or failures attributable to carriers, aggregators, Apple, Meta, GoHighLevel, Twilio, or any other third party not controlled by SnapAgency (these are expressly excluded from refund per MSA Section 11.4);
- suspensions resulting from Client's violation of the MSA or AUP;
- force-majeure events;
- the period during which a Line is being warmed (Section 5 of the AUP) and is intentionally throttled.
To request a credit or refund under this Section 6, Client must email [email protected] within thirty (30) days of the end of the outage. The amount is calculated pro rata over the affected period.
7. Refunds where required by law
Where applicable law in Client's jurisdiction requires a refund, SnapAgency will comply with the minimum legally required refund.
8. Carrier or platform termination of Client's Line
If a carrier, Apple, or Meta terminates, suspends, or bans a Line, SnapAgency is not obligated to refund any Fees (including the Setup Fee for that Line) and Client remains liable for the MRR Fees during the replacement window. SnapAgency will use commercially reasonable efforts to provision a replacement Line within thirty (30) days under MSA Section 3.3. Replacement Lines do not carry a new Setup Fee unless the Order Form specifies otherwise.
9. Port-out
If Client requests port-out of a number under MSA Section 4.6, the $50 port-out fee per number is non-refundable. If the port-out fails for technical or carrier reasons beyond SnapAgency's control, the $50 fee is refunded.
10. Always-non-refundable categories
The following are never refundable:
- the $99 onboarding-work fee (Section 2(a));
- the Setup Fee once provisioning has begun (Section 2(b));
- the port-out fee where port-out succeeds (Section 9);
- any MRR Fee for a Line that was provisioned and available, regardless of whether Client used it (Section 3);
- any carrier-imposed fee (e.g., 10DLC registration fee, brand-vetting fee, ID&V verification fee), where SnapAgency has paid the carrier on Client's behalf;
- Fees for any period during which Client's account was suspended or terminated for cause under MSA Sections 2.3 or 2.4.
11. Cancellations
Client may cancel at any time by emailing [email protected]. Cancellation takes effect at the end of the then-current billing period (subject to minimum-commitment acceleration under Section 5). Client retains access to the Services through that date.
12. Chargebacks
Client must contact SnapAgency before initiating a chargeback. Initiating a chargeback for an undisputed charge is a material breach (MSA Section 2.3) and may result in immediate termination, Line revocation, and acceleration of remaining minimum-commitment Fees. If a chargeback is reversed in SnapAgency's favor or is filed in bad faith, Client is liable for the disputed amount plus a $50 administrative fee plus any processor fees and penalties.
13. How to request a refund
Email [email protected] with:
- Order Form ID and account email;
- the Fee(s) in question (date, amount, last four of card);
- the basis for the refund request (Section 2(a), 6, or 7);
- supporting information (outage timestamps, screenshots, correspondence).
SnapAgency will review within ten (10) business days. Approved refunds are issued to the original payment method within five (5) to ten (10) business days.
14. Currency and taxes
Refunds are issued in the currency originally charged. Refundable taxes (where applicable law requires) are refunded; non-refundable taxes are not.
15. Changes to this Refund Policy
Non-material changes are effective on posting. Material changes (changes that narrow Client's refund rights) take effect no earlier than thirty (30) days after posting and email notice to Client's account administrator. Changes do not apply retroactively to Fees already paid.
16. Contact
SnapAgency LLC — Attn: Billing 30 N Gould Street, Suite R Sheridan, WY 82801 United States
