Shipping & Service Delivery Policy

1) Scope

• This policy explains how we provision ("deliver") your purchased services, typical timeframes, how we confirm activation, and what to do if something goes wrong.
• It should be read together with our Terms of Service and Privacy Policy.

2) No Physical Shipping

• All products are delivered digitally to your Messagesuite account and to your registered business contacts (e.g., email).
• As we do not sell or dispatch physical items, there are no courier fees, customs, or parcel tracking numbers.

3) Order Processing & Account Set-Up

• Once your order is confirmed, we create or update your service workspace and begin provisioning.
• Where applicable, we will request required information (e.g., company details, approved templates, compliance/KYC artefacts) to complete activation in line with platform and operator policies.

4) Typical Provisioning Timeframes (Guidance)

Actual timelines depend on third-party approvals (e.g., Meta/WhatsApp, Google/Carriers, telecom operators) and the completeness of your submissions.

• WhatsApp Business API: Provisioning begins after Meta Business Verification/number approval. Typical activation is completed after the above steps are approved.
• RCS Business Messaging: Activation depends on brand/agent approval and carrier availability in your region.
• SMS (A2P) Services: Route access and sender/templating depend on operator approvals in your target markets.
• Voice/Cloud Telephony (if applicable): Number allocation and routing are completed once provider requirements are met.

Note: The above are indicative only; your Order Form or service agreement prevails for any committed dates/SLA.

5) How We Confirm Delivery

• We will notify you by email and/or in-product message when your service is activated, with any next steps (e.g., API keys, template status, onboarding checklist).
• You can view live status and start using services from your dashboard.

6) Delays & Non-Delivery

If provisioning is delayed because required information is missing, external approvals are pending, or a partner platform is experiencing an incident, we will:

• Inform you of the blocker and the next review point;
• Resume immediately once the blocker is cleared;
• Provide alternative options where reasonable (e.g., interim channels or regions).

7) Customer Responsibilities

To avoid delays, please:

• Provide accurate business details and compliance artefacts promptly;
• Ensure your technical contacts can receive emails from our domain (check spam/filters);
• Keep your billing status current to avoid suspension‐related interruptions.

8) Changes, Cancellations & Refunds

• Any change or cancellation after provisioning has begun may be subject to your contract terms.
• Refunds (if applicable) follow our Terms of Service and any product-specific addendum agreed with you.

9) Service Availability After Delivery

• Once delivered, services are accessible online 24/7, subject to scheduled maintenance and upstream partner availability.
• Availability commitments (if any) are defined in your agreement or SLA.

10) Support & Contact

For delivery updates or help, contact your account manager or reach us via the Contact page on our website. We aim to acknowledge provisioning queries promptly and keep you informed until resolution.