Plain summary: Once a text has gone out it cannot be unsent, so there are no refunds on sent messages. There is also no refund if nobody signed up in time, or if you cancel before it sends. If your message is blocked by our content check, you are never charged in the first place. If something breaks on our side and your text does not go out, we refund you in full.
Because a text message cannot be taken back once it leaves our servers, every paid send is final once the message has been queued or delivered. We cannot refund a message that has already gone out.
Each text you send is paid for separately. If you text the same group again later, that is a new send at the price of the plan you choose for it, and the same rules apply.
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.
Most messages arrive within minutes, but some do not reach a recipient. Common reasons are:
Partial delivery is not refundable. The carrier infrastructure is outside our control.
Your payment covers the text going out on the date you chose. If nobody has joined your list by that date, there is no one to send it to, and the payment is not refunded. This is the most common reason people ask for a refund, so please share your sign-up link with your people as soon as you have it.
You will receive an email telling you this happened, and you can set up a new text from your page whenever you are ready.
You can stop a scheduled text at any time up to one hour before it goes out. Cancelling does not refund the payment. Once the text is within one hour of sending, it can no longer be stopped.
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.