Plain summary: All sales are final once a message has been sent. If your message is blocked by our content moderation, you are not charged at all. If we make a platform error, we will issue a refund.
Because SMS messages cannot be "unsent" once they leave our servers, all paid sends are final once the message has been queued or delivered. We cannot refund a message that has already gone out.
Every message you submit is screened by automated content moderation before payment is taken. If your message is blocked, you are not charged. Stripe never opens. You can edit your message and try again. There's nothing to refund because no payment ever happened.
If a payment is taken but the message fails to send due to a platform error on our side (server outage, integration failure, etc.), we will refund the full amount. Email support@zestytext.com with your event ID and send ID.
SMS delivery rates are typically 85–97%. Some messages may not reach a recipient due to:
Partial delivery is not refundable. The carrier infrastructure is outside our control.
If your account or event is suspended for violating our Acceptable Use Policy, payments for unsent messages may be refunded at our discretion. Payments for already-sent messages are not refundable. We retain the right to retain payment as a service fee in cases of repeated abuse.
Email support@zestytext.com with:
We respond to refund requests within 3 business days.
If you dispute a charge with your bank instead of contacting us, we may suspend your account pending resolution. We always prefer to resolve issues directly first.
Questions about refunds? Email support@zestytext.com.