Service Delivery Policy

1What this policy covers

Civil Ashram is a sole proprietorship registered in Kota, Rajasthan, India, with GSTIN 08CRXPP9491C1ZV, at 1063, Mahaveer Nagar Second, Kota, Rajasthan – 324005, India. Our proprietor and Grievance Officer is Deepika Patni. In this policy, “we”, “us” and “our” mean Civil Ashram, and “you” means the person or business using our Services.

“Business day” means Monday to Friday, excluding public holidays in Rajasthan, India. Saturday is counted only when we measure our support response targets, never when we measure a refund, a despatch or a delivery.

This policy explains what we deliver when you buy from us, when you receive it, what we need from you to deliver on time, and what happens when something goes wrong. It covers everything we sell on any of the Services listed above — Arth Messenger subscriptions and add-on modules, WhatsApp message credits, our IT and consultancy services, our tools and applications, our educational programmes, and anything we begin selling later.

Where printed items are involved, our Shipping & Delivery Policy also applies. What happens to your money if delivery fails is in our Refund & Cancellation Policy. This policy forms part of our Terms of Service.

2Our services are delivered electronically

Arth Messenger is software delivered over the internet. There is nothing to install, nothing is posted to you, and there is no waiting for a shipment. Access is the delivery.

Because nothing is shipped, there is no courier, no tracking number and no delivery address to supply, and no shipping charge is ever added to a digital order. Delivery is complete when your service is active in your account and we have emailed you to say so.

The only exception is printed study material for certain programmes. Where that applies it is stated on the programme page, and our Shipping & Delivery Policy governs it.

3When you get access

All timings below run from the moment your payment is confirmed by our payment partner and we have received everything listed in section 4.

4What we need from you

Some parts of setup cannot be completed by us alone. To activate WhatsApp messaging we generally need:

• a phone number you control that is not currently active on the WhatsApp or WhatsApp Business app, and the ability to receive a one-time code on it;
• access to, or permission to create, a Meta Business Manager account for your business;
• your business name, display name and category exactly as you want them to appear;
• for verification: your business registration or tax document, and a public presence such as a website or listing that matches the name;
• for courses: your correct name and contact details, and where relevant a delivery address.

If any of this is missing or incorrect, the clock in section 3 pauses for that item until we have it. We will tell you clearly and quickly what is outstanding — we will not let a request sit silently. Once you supply it, the original timeline resumes.

5Connecting your WhatsApp number — what depends on Meta

Arth Messenger is built on the official WhatsApp Business Platform operated by Meta Platforms. Civil Ashram is an independent business and is not affiliated with, endorsed by, or a partner of WhatsApp LLC or Meta Platforms, Inc.

Your subscription is delivered by us the moment you pay. Connecting your WhatsApp number, however, involves Meta, and some steps are Meta’s decision rather than ours. We want you to know that before you buy, not after.

• Connecting a number normally takes between a few minutes and three (3) business days, depending on how quickly Meta completes its checks.
• Business verification, where Meta requires it of you, is carried out by Meta and can take longer. Until it is complete, Meta limits how many people you can message each day.
• Every message template must be approved by Meta before it can be sent. Approval usually takes minutes to a few hours; rejection is Meta’s decision. We will tell you the reason Meta gave and help you rewrite it.
• Your number’s quality rating and messaging limits are set by Meta, based on how the people you message respond.
• The green tick is granted or refused by Meta at its sole discretion. We prepare and submit your application properly and resubmit once at no extra charge if it is declined, but we cannot guarantee approval or a date.

Where a delay is caused by Meta we will tell you honestly that this is what has happened, keep chasing it on your behalf, and update you at least every 3 business days until it is resolved. A Meta-caused delay does not count against our delivery commitments in section 3 — but it does count under section 12 if your service ends up never being delivered at all.

6Getting started

• Every plan includes written setup guidance in English and Hindi inside the dashboard, and guided onboarding at no extra charge.
• Growth and Pro plans include a guided setup session arranged at a time that suits you, normally within three (3) business days of your request.
• Enterprise onboarding is scoped and scheduled in writing before you commit.

7Support

Support is available by email at info@civilashram.co.in, by WhatsApp, and by telephone on +91 88240 49989.

Support hours: Monday to Friday, 9:00 AM – 6:00 PM (IST) and Saturday, 10:00 AM – 2:00 PM (IST). If something is urgent, ring any day at any hour — it will be answered.

Saturday counts towards these support response targets, even though it is not a business day for the purposes of refunds, despatch or delivery. These are the targets we work to and report against honestly. They describe when we first respond — not how long a fix takes.

8Availability and maintenance

• We target 99.5% availability of the Arth Messenger platform in each calendar month, measured over the whole month and excluding the matters in section 10.
• Planned maintenance is carried out between 00:00 and 04:00 Indian Standard Time wherever possible, and we give at least 24 hours’ notice in the dashboard and by email.
• Emergency security work may be carried out without notice. We tell you as soon as we can and explain what happened.

9Service credits when we miss the target

If monthly availability falls below our target for reasons attributable to us, you may claim a credit against your next invoice:

Claim by emailing us within 30 days of the end of the affected month. Any credit still owing when your account closes is paid to you in cash, not written off. Service credits are the normal remedy for downtime; they do not replace your rights under section 12 or under our Refund & Cancellation Policy where a service was never delivered at all.

10What is outside our control

• Outages, policy changes, pricing changes and account actions at Meta Platforms or WhatsApp.
• Meta’s decisions on template approval, business verification, number quality or messaging limits.
• Messages not delivered because the recipient has not opted in, has blocked your number, or is unreachable.
• Your own internet connection, your devices, or the accuracy of your contact data.
• Third-party payment gateways, couriers, or services you have connected yourself.
• Events beyond our reasonable control, including natural disaster, war, civil disturbance, epidemic, strike, failure of a public telecommunications network, internet backbone failure, and any act of government.

Being outside our control does not mean we abandon you. We will always tell you what has happened, keep working on it, and refund you where you end up with nothing you can use.

11WhatsApp message charges

• Meta charges a fee for chargeable template messages, at rates Meta sets, which vary by country and by message category.
• We pass those charges on exactly as they are billed to us, with no markup. Most platforms add roughly 20% on top. We add nothing.
• Replies sent within twenty-four (24) hours of a customer’s own message are free under Meta’s current rules.
• These charges are separate from your subscription and are not refundable once a message has been sent.
• Meta can change these rates. We publish the current rates and pass changes through without markup. A rate change by Meta is not a failure by us.

12If we fail to deliver

• If we cannot activate a paid service within 7 business days of having everything we need from you, and the cause is attributable to us, you may cancel that purchase and we will refund it in full.
• If activation is blocked by a third party such as Meta and remains blocked for 30 calendar days, you may cancel and we will refund anything you paid for a service you never received — even though the delay was not our doing — less any third-party costs already incurred on your written instruction. We do not keep money for something you could not use.
• If we discontinue a service you are subscribed to, we will give at least 30 days’ notice, help you export your data, and refund every unused day pro rata in cash.

The full detail is in our Refund & Cancellation Policy.

13Suspension of service

We may suspend delivery of a service where:

• payment fails — we notify you and allow a grace period of 3 business days before any suspension, and we retry the payment during that time;
• the service is being misused — spam, messaging people who have not consented, unlawful or fraudulent content, or anything that endangers our access to the WhatsApp Business Platform. Serious cases may be suspended immediately, and we will tell you why;
• Meta or a competent authority requires it.

Suspension is not termination. Your data is preserved throughout, and service is restored as soon as the cause is resolved.

14Your data, and leaving us

• Your contacts, messages and settings belong to you. We do not sell, rent or trade them, and we never use one customer’s data for another.
• You can export your contacts, message history and reports from the dashboard at any time while your subscription is active, and for 30 days after it ends.
• After that we delete or anonymise your data in line with our Privacy Policy and Data Deletion Instructions. You can ask us to delete it sooner.
• We will never hold your data back over a billing dispute.

15Fair use

Our plans are sold for use by the business named on the account. Reselling access, sharing one account across unrelated businesses, or using the service to message people who have not opted in breaches our Terms of Service and Meta’s policies, and may result in suspension. Where we suspend for this reason we still refund any period we did not deliver.

16Where we deliver

We deliver worldwide. Arth Messenger is sold in Indian rupees to customers in India and in US dollars to customers elsewhere. WhatsApp message rates vary according to the country your customer is in, at Meta’s published rates.

Some countries are restricted by Meta, or by applicable sanctions and export-control laws, and we cannot provide service there. Where that affects you we will tell you before you pay, and refund you in full if it emerges afterwards.

17Changes to this policy

We may update this policy from time to time. The version published on this page at the moment you pay is the version that applies to that payment. Where a change materially reduces your rights, we give at least 30 days’ notice by email to subscribers before it takes effect. Changes are never applied retrospectively to a service you have already paid for.