New WOZTELL Conditions of Service: what's changing
Table of Contents
TL;DR
- When: from early November 2026, for all accounts.
- Earlier top-up: your deposit tops up automatically when you reach 60% usage (previously 80%).
- If the charge fails: once you use 100% of your credit, the whole platform is blocked, not only template sending.
- Negative balance: your account is blocked until you restore your license’s regular deposit. You can prepay it to avoid this.
- Unpaid license: your account is cancelled if you have more than 2 unpaid license invoices.
In September we published WOZTELL’s new Conditions of Service, which apply to all accounts from early November 2026. The changes mainly affect how your usage deposit is topped up, when an account is blocked, non-payment and refunds. The main reason is Meta’s pricing change on October 1: since then, replying to your customers on WhatsApp has a cost, so your credit is used up faster and continuously. Here’s what’s changing and what’s worth checking.
Why now: What Meta changed on October 1
Until September, the replies you sent within the 24-hour customer service window were free. From October 1, 2026, Meta charges per message:
- Service messages. Free-form replies, without a template, from your agents or a third-party AI are charged at the same rate as utility messages in each country, with no volume discounts. You’ll find the rates on our WhatsApp pricing page. At WOZTELL we add no markup to service message costs.
- Utility templates within the window. They had been free since July 2025 and are charged again.
- Meta Business Agent. Since August 1 it’s charged per token: US$2 per million tokens, about 4–5 cents per message according to Meta. You pay this cost directly to Meta; it doesn’t come out of your WOZTELL deposit.
In practice, the same account can use more credit in a week with lots of conversations than in a quiet week. The new conditions are designed so that this variable usage doesn’t leave you without service in the middle of the month.
How your usage deposit works now
Your WOZTELL account has two cost items:
- The license (your plan’s fee), and
- The deposit: usage credit that covers variable costs: WhatsApp templates and service messages, additional agents and monthly active users, and possible administrative fees. Meta Business Agent tokens don’t come out of the deposit: Meta bills them.
When you use 60% of your deposit, WOZTELL automatically charges a new credit bundle for the same amount and emails the invoice to your account address. Previously, the top-up kicked in at 80%.
If the charge can’t go through (expired card, insufficient funds, etc.) and you reach 100% of your credit, all platform services are blocked. Under the previous conditions, only template sending and incoming new extra users and agents were blocked.
If your deposit balance goes negative, your account is blocked until you’re back to a positive balance equal to your license’s regular deposit. To avoid interruptions, you can prepay your deposit from platform.woztell.com/subscription.
License: Non-payment and cancellation
If you have more than 2 unpaid license invoices, your account is cancelled. Previously, the subscription was terminated if non-payment wasn’t resolved within 7 days of the renewal date.
To cancel, go to My Account → Billing → Subscription at least 7 days before your next renewal. If you do it later, the cancellation isn’t valid and you’re charged for the next period. Once cancelled, the subscription can’t be reactivated: you’d need to sign up again and go through verification again.
The service can’t be paused either. If you don’t use it, you keep paying the license, but you don’t use up your deposit.
Refunds: What's returned and what isn't
As the contract is between businesses, the right of withdrawal doesn’t apply. Once the license is paid, the amount isn’t refunded.
The most important change is that any deposit or credit you haven’t used isn’t refunded when you cancel, whatever the reason. Previously it was refunded in full if it exceeded €20 or US$20.
If you cancel a monthly plan mid-period, the unused portion isn’t refunded. If you cancel an annual plan early, you pay for the months you’ve used at the monthly plan rate.
What we recommend you check this week
We recommend checking three things:
- Your card. Make sure online and international payments are enabled and that it has enough funds for automatic top-ups.
- Your deposit. If your conversation volume varies a lot from month to month, prepaying your deposit from platform.woztell.com/subscription gives you some leeway.
- Your message usage. Since October, every reply counts. Using WhatsApp Flows instead of chatbots with many steps, clear menus and agent handoff rules reduces the number of messages per conversation. We explain it in detail in WhatsApp pricing changes in October 2026.
FAQ
Why is the automatic top-up now at 60%?
Since October 1, Meta charges for replies within the 24-hour window, so the deposit is used up faster and more variably. Topping up earlier leaves room to process the charge without cutting off your service.
What gets blocked if I run out of credit?
If the automatic charge fails and you use 100% of your credit, all platform services are blocked. If your balance goes negative, the block lasts until you restore your license’s regular deposit.
Will I get my unused credit back if I cancel?
No. Under the new conditions, unused deposit or credit isn’t refunded under any circumstances.
Who do the new conditions apply to?
All WOZTELL accounts, new and existing, from early November 2026. Continuing to use the service from that date means you accept them.
Questions about how this affects you?
You can read the full Conditions of Service. If you’d like us to review your case, email us at support@woztell.com or open a ticket at support.woztell.com.
