This Refund Policy supplements our Terms of Service. Capitalised terms used here have the same meaning as in the Terms unless we say otherwise.
Did you subscribe inside the app on your phone? Then the App Store or Google Play took your payment, and that changes where you cancel and who can refund you. The two stores do not work the same way: section 5 sets out what each one means for your money. The rest of this policy applies in full to subscriptions we bill you for directly.
1. Fourteen-day “no questions asked” guarantee (new subscriptions)
If you are a new subscriber and this is your first paid purchase of an Esek subscription, you may request a full refund of that initial payment within 14 calendar days from the date we confirm your purchase (or from first successful charge, if different).
- The guarantee applies to the initial subscription fee for your first paid plan, not to separate charges (for example WhatsApp or Meta messaging fees billed by third parties).
- After we approve your request, we will refund the eligible amount to the original payment method where reasonably possible.
- This guarantee does not apply to renewals, upgrades after the first purchase, or accounts that have already received a refund under this section.
2. Cancellations and billing periods (no prorated refunds)
You may cancel your subscription at any time from your account or by contacting us. Cancellation takes effect at the end of your current prepaid billing period (for example the end of the month or year you have already paid for). You will generally retain access until that date.
We do not offer prorated refunds for unused time within a billing period you have already paid for. If you cancel mid-cycle, you are not entitled to money back for the remainder of that period unless a different rule in this policy (such as section 1 or section 3) applies.
3. Forty-eight-hour grace period on automatic renewals
Subscriptions may renew automatically at the end of each billing period. If a renewal charge was processed and you did not intend to continue, contact us within 48 hours of that charge appearing on your payment method.
Where this grace period applies, we will treat a timely request as a cancellation of the new period that just started and refund that renewal charge in full, unless we have a good-faith reason to believe the charge was valid and intended (for example clear continued use of paid features after renewal).
This grace period is offered as a courtesy for genuine mistakes. It does not change section 2 for periods you have already used beyond those 48 hours, and it does not apply to charges that are not subscription renewals (for example one-off or usage-based fees).
4. WhatsApp, Meta, and anti-abuse (no refund for policy breaches)
Esek connects to the WhatsApp Business Platform (Meta). You must comply with Meta’s policies, including the WhatsApp Business Policy and applicable commerce and messaging rules.
You are responsible for how your business uses messaging: for example obtaining proper consent, honouring opt-outs, avoiding spam or illegal content, and respecting template and conversation rules. Violations can lead to limits, suspension, or termination of your WhatsApp access or your Esek account by Meta, by us, or both.
No refund is owed for fees already paid if we suspend or terminate your access, or refuse service, because of:
- breach of our Terms of Service or this policy;
- abuse of the platform, other users, or third-party APIs;
- spam, unsolicited bulk messaging, or other conduct that violates Meta’s policies or applicable law; or
- chargebacks or payment disputes raised without first attempting in good faith to resolve the issue with us.
Nothing in sections 1 or 3 limits our right to enforce these rules or to cooperate with Meta or authorities where required.
5. If you subscribed through an app store
If you bought your subscription inside the Esek app rather than on our website, the store took the payment, not us. What follows from that depends on which store, so the two are set out separately here.
Apple's App Store. If you bought your subscription inside the Esek app on an iPhone or iPad, Apple is the seller of record for that purchase. Apple takes the payment and holds the money, so only Apple can give it back. Three things follow from that.
- Refunds are requested from Apple, not from us. Use Apple's own process at reportaproblem.apple.com, or on your device. Apple decides the outcome under its own policies, and we are not part of that decision.
- Cancellation happens on your device. Open Settings, tap your name, then Subscriptions, and cancel there. Cancelling inside your Esek account, or writing to us, does not stop an App Store subscription from renewing, because that billing is not ours to stop.
- Sections 1 and 3 are promises about money we charged. The 14-day guarantee and the 48-hour renewal grace period are commitments we can keep when we hold the payment. We cannot make them on Apple's behalf, and nothing here obliges Apple to follow them.
If Apple turns down a request that would plainly have qualified under section 1 or section 3 had we billed you directly, write to us anyway. We will look at what we can do from our side, such as credit toward a future period. We cannot refund money that never reached us, and we would rather say that plainly than imply otherwise.
Google Play. If you bought your subscription inside the Esek app on an Android device, Google takes the payment, but Google, unlike Apple, lets developers refund their own Play orders. So sections 1 and 3 apply to a Play subscription in the ordinary way: if your request qualifies, we can put the refund through Google Play ourselves. What differs from a purchase we billed is the mechanics.
- In the first 48 hours, Google can refund you directly. Use Google's own refund request form, or find the charge in your Google Play order history and choose Report a problem. After 48 hours Google stops handling these requests itself and points you to the developer, which is us.
- You can ask us at any point, and we can act. Write to us as described in section 6. We can refund a Google Play charge in full or in part from our Play Console. Refunding the most recent charge also ends the subscription there and then, so it does not renew.
- Cancellation happens in Google Play. Open the Play Store app, tap your profile picture, then Payments and subscriptions, then Subscriptions, or go to play.google.com/store/account/subscriptions. Cancelling inside your Esek account does not stop Google Play from renewing the subscription, so cancel it in the store as well.
- In Israel, France and Germany, Google offers one extra option. In those countries the Play cancellation flow may let you cancel immediately and take a prorated refund for the days left, which also ends your access at once. That is Google's offer on a subscription it billed, not a change to section 2, which covers billing we handle ourselves.
Subscriptions bought on our website, or anywhere other than inside the app on a phone, are billed by us, and every other section of this policy applies to them in the ordinary way.
6. How to request a refund
Email support@esek.io from your account email with the subject line Refund request, your workspace or account identifier, and the date of the charge. We aim to respond within a few business days.
7. Other
If applicable law in your jurisdiction gives you mandatory refund or cooling-off rights that cannot be limited by contract, those rights remain in addition to this policy.
We may update this Refund Policy from time to time. The “Last updated” date at the top will change when we do.