Important Onboarding Information

Important information before you start using Superfone

We at Superfone try to be as transparent as possible with our customers. We are the only provider in the market to publish our pricing details, features list and clear policies on our website.

In the same spirit, we are sharing some important details that you need to know before you activate your Superfone account. This is to avoid any confusion going forward.

✅ ACCOUNT ACTIVATION PROCESS

e-KYC by the business owner is mandatory.
- It needs to be done via the Superfone app only using digilocker otp method.
- Offline KYC documents (Aadhaar soft copies / photos) are not accepted.
Business verification is mandatory.
- List of accepted documents is here: Accepted Documents
- If GST is available, you can do it in 2 minutes via Superfone app.
- For all other documents, reach out to Live Chat Support [ 🟠HELP ]
Anti-Spam and Misuse declaration is mandatory

For more details, visit: https://www.superfone.in/activation-process

❌ NO REFUNDS

Given the sensitivity attached to phone numbers, we do not have a refund policy.
Once the number is activated for your business, we cannot use the same number for other businesses immediately. Hence, no refunds will be issued under any circumstances.
Please make use of our free trial facility, or attend a live demo session before making a purchase
No refund is applicable for Whatsapp Business API service as it is not charged separately

❇️ Fair Usage Policy

Superfone services are for genuine business usage only
To prevent misuse of our services and usage for unlawful activities, we follow our Fair Usage Policy very strictly
Unsolicited commercial communication (UCC), Spam calling, tele-marketing, calling DND numbers etc are strictly prohibited as per DOT & TRAI rules
In case of policy violation, all services will be immediately blocked without any refund
Superfone Fair Usage Policy can be found here: https://www.superfone.in/fup

⚙️ SETUP TIME

[Only for All-in-One, CRM, Whatsapp API]

Setup for CRM integrations & Whatsapp API setup may take up to 5 business days and depends on your availability.
You need to bring mandatory documents & details. Read here for more details

Whatsapp API setup and usage

Whatsapp API setup and usage depends on the policies of Meta (the owner of Whatsapp).
As per Meta's policy, GST is mandatory to activate Whatsapp Business API
Any issues related to Whatsapp API setup, account ban, display name or errors in sending bulk messages, you will need to get in touch with Meta Direct Support. These are controlled only by Meta. Our team will guide you through this process, but you will need to raise the ticket.
No refunds / number changes can be done if Meta bans your Whatsapp API account

🟢 CUSTOMER SUPPORT CHANNELS

Live Chat support on Whatsapp:
- Live Chat support is available via our official Whatsapp Superfone Customer Care
- You or your staff can click on [ 🟠HELP ] in the Superfone app to reach our Live Chat support
- Our team is online from 10AM to 7PM Monday to Sunday, excluding public holidays
Email support: hello@superfone.in
- Please allow up to 1 business day to respond to your email
- Note that we may respond to your email may Whatsapp as well in order to resolve the complaint
- If the issue requires urgent attention, please reach our Superfone Customer Care whatsapp channel [ 🟠HELP ]

Please note: Given the technical nature of the product, we do not have a Phone Support channel / call centre. If you want a callback, please ask our Live Chat Support team by clicking on [ 🟠HELP ]. While we try to call you as soon as possible, it may sometimes take up to 8 business hours.