Clear, fair billing. No surprises.

1. About This Policy

Senally provides WhatsApp automation for independent dental surgeries, aesthetic clinics, skin clinics, and medical spas in Sri Lanka. This policy explains how refunds and cancellations work.

This policy applies alongside your signed Order Form. If the Order Form states a different rule for your specific situation, the Order Form takes priority.

Any pricing shown publicly on the Senally website is a reference guide. Your exact fees, scope, and terms are confirmed in writing before any work begins.

2. Our Plans

Senally currently offers two plans:

The exact plan, included chat volume, locations, languages, and support terms are shown in your Order Form.

3. Pilot Plan Refunds

The Pilot Plan is a one-time paid trial. It does not automatically renew.

If Senally is unable to deliver the agreed Pilot scope due to a problem on our side, we may offer to:

• Extend the Pilot period at no extra cost.
• Adjust the workflow to a workable scope.
• Provide a service credit or partial refund for the affected work.

Senally does not guarantee a specific number of bookings, patient messages handled, or revenue generated during the Pilot.

4. Scale Plan Setup Fee

The Rs. 25,000 setup fee covers the work of training your WhatsApp assistant, configuring the WhatsApp Business API, connecting your calendar, testing conversations, and preparing your clinic's handoff and escalation rules.

The setup fee is refundable only before setup work begins. Once setup work has started, the setup fee is non-refundable because it covers work that cannot be undone.

If you started with the Pilot Plan and roll into the Scale Plan, the setup fee is waived as a thank you for continuing.

5. Scale Plan Monthly Cancellation

The Scale Plan runs month-to-month unless your Order Form states a different commitment period.

To cancel, send a written cancellation request to: refunds@senally.com.

• Send your cancellation before your next billing date. The service remains active until the end of the current paid period.
• Monthly fees already paid for the current billing period are not refunded.
• If your cancellation arrives after the next billing payment has processed, that payment is not refunded and service continues through that paid period.

6. Changing Your Plan

You can request changes to your plan, clinic location, language settings, or WhatsApp flows at any time. Some changes may require a new setup fee or revised monthly fee. Changes take effect once Senally confirms them in writing.

7. WhatsApp Chat Volume & Fair Use

Each plan includes a generous monthly automated conversation allowance:

• Pilot Plan: Up to 1,000 active patient conversations / month
• Scale Plan: Up to 2,500 active patient conversations / month

How We Handle Growth:

8. Third-Party Costs

Some services involve third-party costs such as WhatsApp Business API fees or payment processing fees. If a third-party cost is billed directly to you by that provider, their refund policy applies. If Senally pays a third-party cost on your behalf, that cost is non-refundable once incurred.

9. What Senally Does Not Guarantee

Senally does not guarantee:

• ❌That every patient message will be answered.
• ❌That every patient inquiry will become a confirmed booking.
• ❌Any specific revenue amount or conversion rate.
• ❌Continuous availability of third-party platforms including WhatsApp.
• ❌Compatibility with unverified software not included in your setup.
• ❌That the assistant will always respond within a fixed number of seconds (unless stated in your Order Form).
• ❌Clinical accuracy or medical advice.
• ❌That the service replaces your clinic's front-desk team.

10. If Something Goes Wrong

If you believe the WhatsApp assistant is not working as agreed, contact us straight away with your clinic name, a description of the issue, and the date and time it occurred. Do not include patient medical information in support messages.

We will investigate and may correct the configuration, extend your service period, provide a credit, or refund affected amounts where appropriate. Credits and refunds are not automatic.

11. Cancellation by Senally

Senally may suspend or end the service for non-payment, misuse, prohibited workflow requests, or security risks. If Senally ends a service for reasons not caused by your clinic, we may refund the unused portion of a prepaid period.

12. How to Request a Refund

To request a refund or billing review, email: refunds@senally.com.

13. Taxes and Fees

Applicable taxes, payment provider fees, and currency conversion costs are handled according to your Order Form, applicable Sri Lankan law, and the terms of the payment provider.

14. Billing Contact

For refund requests, billing questions, or cancellations: