1. Overview
Global Message Hub is a messaging service operated by SHALLOW BLUE WATERS TAG FOUNDATION. It sells prepaid credit packs for SMS, RCS, WhatsApp, Voice and Email. Credits are delivered digitally to your account balance, and this policy defines when purchased credits can be returned.
2. General principle
Refund values are based on unused credits. Once credits are consumed for message delivery, the related carrier and channel costs have already been incurred and those credits cannot be refunded.
3. 30-day refund window
You can request a refund for your unused credit balance within 30 days of purchase. The eligible value is prorated according to the credits still available when the request is received.
- No credits used: the full pack value is eligible.
- Some credits used: remaining credits are valued at the original pack's price per credit.
- All credits used: there is no refundable balance.
4. Valid reasons for a refund
We approve refunds for qualifying service-side issues, including:
- Sustained delivery outages caused by Global Message Hub.
- Duplicate or unintended charges.
- Incorrect billing or credit allocation.
- Documented technical faults on our side that prevented sending.
5. Non-refundable situations
- Credits already used to deliver messages.
- Requests submitted more than 30 days after purchase.
- Credits that have passed the 12-month validity period.
- Campaign performance, open rates, response rates or other results outside our control.
- Carrier filtering, blocklisting or opt-outs related to your content or audience quality.
- Accounts suspended for breaching our Terms of Use.
6. Credit validity
Credits are valid for 12 months after purchase. Expired credits cannot be reinstated or refunded, and balance reminders are sent before expiry.
7. How to request a refund
Email support.globalmessagehub.com@proton.me from the address associated with your account and include:
- Your account email and organization name.
- The relevant order or invoice reference.
- A short explanation of the request.
Requests are reviewed within 24–48 hours. We confirm the eligible value before issuing the refund.
8. Processing and timelines
Approved refunds return in USD through Stripe to the original payment method. Depending on the bank, funds generally appear within 7–12 business days. Currency-conversion differences and processor fees are not refundable.
9. Enterprise and custom agreements
Individual agreements govern Enterprise plans, custom routes and dedicated numbers. Where an agreement differs from this policy, that agreement takes precedence.
10. Chargebacks
Please contact us before filing a chargeback so we can investigate directly. Accounts may be paused while an unresolved payment dispute is reviewed.
11. Consumer rights
This policy does not restrict any mandatory rights available under applicable consumer law, including cooling-off rights that may apply to digital purchases in your jurisdiction.
12. Changes to this policy
We may revise this policy periodically. The version in force when you purchase governs that purchase, and material revisions will include a new date and version number.
13. Contact
For refund questions, email support.globalmessagehub.com@proton.me or use our contact form.