At WeSpeak we trust our solution. That's why, when your contract includes the Money-Back Guarantee, during the first 30 days of your plan you can ask us to refund 100% of what you paid for the subscription, without having to prove a failure: if there's something you didn't like, you don't feel comfortable with the implementation, you simply don't want to continue or you changed your mind, that's what the guarantee is for. We ask only one thing: that the request is made from the platform, within the deadline.
⚠️ The guarantee is only requested from the platform. The Billing → Request Guarantee form is the only official channel: it's what puts your request on record with date and time, triggers your Account Manager's review and sends you the confirmation email. A request by email, WhatsApp or phone doesn't count as a guarantee request — not even if you mention it to your Account Manager, to support or to your sales advisor. If the deadline passes without you submitting the form, the guarantee expires.
📌 The guarantee registers your cancellation too. While your plan's guarantee applies (its first 60 days), you won't see the Cancel subscription button in Billing: Request Guarantee is the only button, and it covers both. When you submit it, your subscription moves to Cancellation request — charging stops and you keep full access until your expiration date — and, in parallel, your Account Manager handles the refund where it applies. There's no other form to submit. From day 61 the guarantee expires and Cancel subscription comes back, for the regular cancellation request.
Why we offer this guarantee
We know that bringing a new tool into a property is a big decision. We offer the guarantee because we trust the quality and performance of our technology and the support of our team during the rollout. If, despite that, WeSpeak isn't for you, we'd rather you decide freely and with your money back than stay tied to a plan you don't want to use.
Before you start
| Detail | What to know |
|---|---|
| Where to request it | Billing → Request Guarantee ("Request a refund within the first 30 days of your plan") |
| Who can request it | Only the Administrator role. Supervisor and Operator don't see the button |
| Which plans include it | Those that expressly include it in the contract — the annual plan, also when it's paid in instalments or by bank transfer. If your plan includes it, during its first 60 days you'll see this button in Billing instead of Cancel subscription; if what you see is Cancel subscription, your plan doesn't include it or the window has already closed |
| Standard window | The first 30 calendar days from the start of your plan. Within that window, 100% of what you paid for the subscription is refunded, whatever the reason: there's nothing to justify or prove |
| Extended window | Between day 31 and day 60 you can still submit the request, but a reason is no longer enough: it's only approved with at least five incidents reported in writing to support documenting technical failures of the WeSpeak tool, after an audit and with board authorization. It's a second chance on top of what the terms and conditions set, assessed case by case |
| After day 60 | The button disappears and the guarantee can no longer be requested; Cancel subscription comes back in its place, for the regular cancellation request (no refund) |
| What happens to your subscription | When you submit the request, the subscription is registered as a Cancellation request: charging stops and you keep full access until your expiration date while the case is resolved. It's the same circuit as the cancellation request, with the refund on top |
| Only valid channel | The form in the platform. A request by email, WhatsApp or phone doesn't count as a guarantee request |
| What is refunded | 100% of the amount paid for the subscription, through the same payment method. Third-party costs (for example, Meta's WhatsApp charges) and implementation or custom development services are not refunded, as per the terms and conditions |
💡 Paid for the annual plan and less than 60 days in? You don't have to choose between the guarantee and the cancellation: the only button you'll see is Request Guarantee, and that request registers both. The difference from a regular cancellation is the money: within the first 30 days, 100% of what you paid for the subscription is refunded, for any reason, and you're released from the minimum term; between day 31 and 60 the refund only goes ahead with verified technical failures; a regular cancellation request — the one you'll see from day 61, or if your plan doesn't include the guarantee — is processed on your next expiration date and doesn't refund any money. If you're not sure, talk to your Account Manager before submitting the form.
The two guarantee windows
The platform works out which day of your plan you're on from your subscription's start date and shows it both on the button and inside the form. Depending on that day, the rules are very different:
Days 1 to 30 — standard window: any reason.
This is the guarantee exactly as you contracted it. You don't need to justify a failure or prove anything: it's enough to tell us why you want the refund. Any reason is valid: you didn't get along with our team, you're not comfortable with the onboarding, you don't like how the assistant replies, the implementation is running late, you had issues with Meta or the WhatsApp API, or you simply changed your mind. Your Account Manager reviews the case as a priority and, once you confirm you want to go ahead, the finance team processes the refund of 100% of what you paid for the subscription.
Days 31 to 60 — extended window: verified technical failures only.
After the 30 days, the contractual guarantee has expired. WeSpeak still offers a second chance until day 60, but under different rules: a reason is no longer enough. The refund is assessed case by case, with an internal audit and the authorization of WeSpeak's board, and it's only approved if both conditions are met at the same time:
- There are at least five registered incidents that remain unresolved during the life of your plan, each one dated and on record. It is the client's responsibility to provide written evidence that they have not been resolved.
- Those incidents document technical failures of the WeSpeak tool, concrete and unambiguous: something that was supposed to work and doesn't, attributable to WeSpeak.
Meeting the minimum number of incidents doesn't approve the refund on its own: the audit checks, against the platform's records, that they are real technical failures.
| Counts as a technical failure | Doesn't count |
|---|---|
| The integration with your PMS or booking engine fails repeatedly or could never be completed | "It doesn't reply the way I want": the tone, style or judgement of the assistant's replies |
| The assistant goes down or stops replying because of system errors | "It doesn't fit my business model", or expectations that weren't part of what you contracted |
| Bookings, quotes or availability with wrong data due to a technical error of the platform | Issues outside WeSpeak: your Meta Business account, verification, WhatsApp blocks or policies, Meta's costs. That's what the first 30 days are for |
| Contracted features that don't work | Lack of time or usage to implement, a change of mind, commercial reasons |
The form warns you with an amber box when you're in this situation, and the confirmation email says so too. If your case doesn't qualify for the refund, the request still stands as a cancellation request: your account stays active until the expiration date and closes on that day, without a refund, as with any cancellation.
From day 61 onwards.
The button disappears from Billing and Cancel subscription comes back in its place. If you want to stop using WeSpeak, the way to do it is the cancellation request, which is processed on your next expiration date and doesn't refund any money.
How to request it, step by step
Go to Billing, scroll down to the Manage your Subscription block and click the green Request Guarantee button (with the shield icon). The Request Guarantee — Money-back guarantee window opens, on a single screen:
| Step | What it asks for |
|---|---|
| 1. Check the notices | At the top of the form, a box explains what happens to your subscription: when you submit the request it's registered as a cancellation request, charging stops and your account stays active until the expiration date shown. Below it you'll see which day of your plan you're on: within the 30 days the notice is grey ("Within the guarantee period"); between day 31 and 60 it's amber and reminds you that the request is subject to an audit and board authorization, and that it only goes ahead with verified technical failures |
| 2. Reason for the request | A free-text field with a minimum of 300 characters (and a maximum of 3,000). Tell us what issues came up, which features didn't work as expected, since when they've been happening and what result you were hoping for. A counter shows how many characters you've written; until you reach 300 the request can't be sent |
| 3. Terms and conditions | A required checkbox: "I have read the terms and conditions and I meet the requirements to request the Money-back guarantee", with a link to the terms and conditions |
| 4. Cancellation confirmation | A second required checkbox: "I understand that, by submitting this request, my subscription will be registered as a cancellation request and billing for my plan will be interrupted" |
| 5. Submit request | With the reason complete and both boxes ticked, Submit request is enabled. If the button stays grey, the form tells you what's missing |
Until you press Submit request, nothing is registered: you can close the window with Cancel and no record is kept. Once it goes through, you'll see the "We have received your request" screen, which confirms that your subscription has been registered as a cancellation request, until which date your account stays active, and that your account executive will get in touch with you shortly.
💡 The more detail, the faster. The reason is the first thing your Account Manager will read. If something specific didn't work, say when it happened and on which channel or feature; if you simply decided not to continue, say so clearly. There are no wrong answers: what matters is that the team understands your situation so it can be resolved without back and forth.
What happens as soon as you submit it
- It's registered with date and time. The request is saved in your account together with the reason you wrote and the day of the plan on which you sent it. That record is what counts for the deadline.
- Your subscription moves to Cancellation request. Charging stops (no new subscription charge is generated) and Billing shows the Cancellation request label with your expiration date in plain sight, just like a regular cancellation.
- You get a confirmation email. It's sent to whoever filled in the form and to the company contacts linked to the properties of that subscription, with the request summary, your message and the name of your Account Manager. If it doesn't arrive, check your spam folder; either way, the team already has all the details.
- Your Account Manager gets an urgent task. The request opens an internal alert the same day, flagged as a priority, so they can reach out, understand what happened and offer you a solution.
- You keep working as usual until it's resolved. You retain full access until your expiration date: the assistant keeps replying, the channels stay connected and your team logs into the panel normally while the case is reviewed.
How the process continues
- Your Account Manager contacts you to talk about the reason. Very often the problem has a fix (an assistant setting, a missing integration, an expectation that wasn't communicated well) and you may decide to continue: in that case they set your subscription back to active and charging is reactivated with the finance team. If you'd rather go ahead with the refund, your decision is respected.
- Within the standard window, once you confirm your decision, the finance team processes the refund of 100% of what you paid for the subscription, through the same payment method you used, within the timeframes set out in the terms and conditions.
- In the extended window, the case first goes through an internal audit and WeSpeak's board, which review the reported incidents and the platform's records to verify that there are real technical failures of the tool (at least five incidents reported in writing). We communicate the decision to you in writing.
- Once the refund is approved, the subscription ends: the channels are disconnected and access to the platform ceases. Your data isn't deleted (the knowledge you loaded, the history and the contacts are kept), so if you ever want to come back you won't start from scratch. Even so, export beforehand whatever you need to keep at hand (contacts, reports).
- If no refund applies (for example, in the extended window without demonstrable failures), your request still stands as a cancellation: the account stays active until the expiration date and closes on that day, without a refund, just like a cancellation request.
- The minimum term doesn't apply. Validly exercising the guarantee releases you from the 3-month minimum term in the terms and conditions.
Frequently asked questions
I don't see the "Request Guarantee" button.
It's one of four reasons: your contract doesn't include the Money-Back Guarantee (for example, a monthly plan), your user isn't an Administrator (Supervisor and Operator can't request it — check it under Team), more than 60 days have passed since the start of your plan, or your subscription already has a request registered (guarantee or cancellation). If you see Cancel subscription instead, your plan doesn't include the guarantee or the window has closed. If you believe you're entitled to it and can't see it, write to soporte@wespeak.pro and we'll look into it.
I let you know by WhatsApp or email that I wanted the refund — is that enough?
No. No notice by email, WhatsApp or phone counts as a guarantee request, not even if you told your Account Manager or support: the only official way is to submit the form from Billing → Request Guarantee. That's what sets the date of the request and what keeps it within the deadline. If you can't log into the panel or the button doesn't show up, write to soporte@wespeak.pro and we'll help you complete it from the platform.
Do I have to prove that something failed?
Within the first 30 days, no: any reason is valid, from "it didn't convince me" or "we never got to implement it" to "I changed my mind", and we only ask you to tell us with a minimum of detail. From day 31 the rule changes: at least five incidents reported in writing to support, documenting technical failures of the WeSpeak tool, are required. The assistant not replying the way you'd like, or the solution not fitting your business model, doesn't count as a technical failure.
What counts as a reported incident?
A written report to support (soporte@wespeak.pro or the support WhatsApp) describing a concrete problem, dated, which the team registers as an incident. If you wrote it to your Account Manager, it counts as long as support registered it. A verbal comment in a meeting or a general complaint ("it doesn't work well") isn't enough: say what failed, when, and on which channel or feature. Between day 31 and 60, those incidents are the basis of the audit.
Do I get back everything I paid?
100% of what you paid for the subscription is refunded. Third-party costs (for example, Meta's charges for WhatsApp messages) and specific implementation or custom development services are not refunded, as stated in the terms and conditions.
I'm on day 20 and paid for the annual plan: do I request the guarantee or the cancellation?
The guarantee, and in fact it's the only button you'll see: during the first 60 days Cancel subscription doesn't appear, because the guarantee request already registers your cancellation. Within the first 30 days it refunds what you paid and releases you from the minimum term; a regular cancellation request is only processed on your next expiration date and doesn't refund any money.
I'm 45 days into the annual plan and I want to cancel, without asking for a refund.
The button you'll see is still Request Guarantee: it's the only one shown while the guarantee applies, and it covers the cancellation too. Explain your reason clearly (even if you're not claiming a refund) and tick both boxes: your subscription is registered as a cancellation request, with access until the expiration date and no new charges. If the case doesn't qualify for the refund — between day 31 and 60 it only goes ahead with verified technical failures and at least five incidents reported in writing to support —, the cancellation still runs its course.
Does the request pause the assistant or the charges?
The charges, yes: once the request is registered, billing for your plan stops and no new charge is generated (if you still get a charge notice, write to finanzas@wespeak.pro). The assistant and the channels, no: they keep working as normal until your expiration date or until the refund is approved, whichever comes first.
Can I change my mind after submitting it?
Yes. Submitting the request isn't irreversible: when your Account Manager contacts you, you can decide to continue with WeSpeak. In that case your subscription goes back to active and charging is reactivated with the finance team; if your expiration date had already passed, any channels that were disconnected have to be reconnected from your panel.
I already submitted the request and want to add information.
Reply to the confirmation email or write to soporte@wespeak.pro: the request stays on record with what you entered and the team completes it with you. There's no need to submit the form twice.
Can I request the guarantee more than once?
The Money-Back Guarantee can be exercised only once per client and applies to new contracts: it doesn't cover renewals, plan upgrades or reactivations of cancelled accounts.