Legal
How SMS credits are priced, purchased, used and refunded on Maatla Facilities
Maatla Healthcare (Pty) Ltd · CIPC registered, South Africa
Version 1.0 · Effective date: TODO: insert effective date
This policy explains how SMS credits work on Maatla Facilities, how they are priced, purchased, used and refunded. It applies to all facilities using Maatla Facilities.
In this document, we, us, our and Maatla refer to Maatla Healthcare (Pty) Ltd. You and your refer to the clinic, pharmacy or healthcare network using Maatla Facilities.
SMS credits are a prepaid balance that facilities use to fund the sending of WhatsApp and SMS reminders through Maatla Facilities. Each message sent costs a certain number of credits. When your balance runs out, reminders cannot be sent until you purchase more credits.
3.1 Variable pricing. The cost per SMS is not fixed. It may change due to:
3.2 Current pricing. The current cost per SMS is displayed on the Maatla Facilities dashboard under SMS Credits or Billing. You can view your rate at any time in your account settings.
3.3 Price changes. If we change SMS pricing, we will notify all facilities via email and will display the new pricing on the dashboard at least 7 days before the change takes effect. The new pricing applies to all credits purchased after the effective date. Credits already in your account continue at the rate you purchased them until they are used.
3.4 No advance notification required. You are responsible for checking the dashboard regularly to see the current pricing. Maatla is not obliged to send individual notifications, though we will make best efforts to do so.
4.1 Minimum purchase. The minimum purchase amount is set out on the Maatla Facilities dashboard under SMS Credits or Billing. You cannot purchase credits below this minimum.
4.2 How to purchase. To purchase credits, log in to Maatla Facilities, go to SMS Credits or Billing, and follow the on-screen instructions. You will be asked to select a credit amount and proceed to payment.
4.3 Payment method. Credits are purchased through our payment provider. Accepted payment methods are displayed during checkout.
4.4 Instant activation. Once payment is confirmed, credits are added to your account immediately and you can begin sending reminders.
4.5 Invoicing. An invoice is issued for each credit purchase. The invoice shows the number of credits purchased, the rate per SMS, and the total amount paid.
5.1 Automatic deduction. When a reminder (WhatsApp or SMS) is sent to a patient through Maatla Facilities, the corresponding number of credits is automatically deducted from your balance.
5.2 Credit balance visibility. You can view your current SMS credit balance on the Facilities dashboard at any time.
5.3 Low balance alert. If your balance falls below a threshold (e.g., 10% of a typical monthly usage), Maatla may send you an alert to remind you to purchase more credits.
5.4 No automatic top-up. Credits are not automatically replenished. You must manually purchase new credits when you run out. If your balance reaches zero, reminders cannot be sent until you purchase more.
6.1 No expiry. SMS credits do not expire. Unused credits roll over from month to month indefinitely.
6.2 Automatic rollover. At the end of each month, any unused credits are automatically carried forward to the next month.
6.3 Rollover fee. A handling fee of 10% of rolled-over credits is applied each month. For example, if you have 100 unused credits at month-end, a 10-credit fee is deducted and 90 credits carry forward. This fee applies to encourage regular credit usage and to help Maatla manage liquidity.
6.4 How the fee is applied. The 10% fee is calculated on the total rolled-over balance and is deducted automatically. The fee is shown in your monthly statement.
6.5 Account closure and rollover. If your account is closed, any remaining credits are forfeited unless you have requested extended credit retention in writing before closure.
7.1 General principle. Credits are deducted when a message is sent to Twilio or WhatsApp, regardless of whether the message is ultimately delivered. If a message fails to deliver due to a user error (wrong number, incomplete number, etc.), the credit is not refunded.
7.2 Failed bulk messages (Maatla fault). If a bulk batch of reminders is sent and a significant portion fail due to a Maatla system error (e.g., incorrect formatting, integration failure), the facility may request a refund for the failed messages.
7.3 Refund request process. To request a refund for failed messages:
7.4 Maatla review. Maatla will review your request within 5 working days. We will investigate the failure by checking system logs. If we confirm the failure was our fault, we will refund the credits or issue a credit to your account.
7.5 User error (no refund). Maatla will not refund credits for messages that fail due to:
7.6 Number format corrections. Maatla does not automatically correct phone numbers to standard format (e.g., Maatla does not convert a 10-digit number to an 11-digit format). If Maatla manually corrects number formats on your behalf, a small correction fee may be charged for each number corrected. This is at Maatla’s discretion and will be communicated to you in advance.
7.7 30-day window. Refund requests must be submitted within 30 days of the failed message date. Requests submitted after 30 days will not be considered.
8.1 Minimum threshold. If a failed batch of messages or a billing correction results in an amount owed to you that is below the minimum purchase amount (e.g., R5 when the minimum purchase is R100), Maatla may retain the amount as a handling fee rather than issuing a refund or credit.
8.2 Alternative. Alternatively, Maatla may carry the amount forward as a credit on your next invoice if you prefer.
9.1 Twilio rate limits. Twilio (our SMS provider) imposes rate limits on bulk messaging to prevent abuse. If a facility sends a very large batch of reminders in a short time, Twilio may queue them or delay delivery.
9.2 Maatla does not control delivery. Maatla does not control Twilio’s rate limiting or delivery speed. Delays caused by Twilio are not Maatla’s responsibility and do not qualify for credit refunds.
9.3 Best practices. To avoid delays, spread reminder sending over time rather than batching all reminders at once. Maatla automatically schedules collection reminders 3 days in advance to avoid sudden spikes.
10.1 Same rate. For simplicity, WhatsApp and SMS messages cost the same number of credits. The cost does not differ based on message type.
10.2 Delivery preference. Patients indicate whether they prefer WhatsApp or SMS reminders in their account settings. Maatla sends the message via the patient’s preference.
11.1 Contact us first. If you dispute a charge or believe you have been incorrectly billed, contact Maatla at info@maatlahealthcare.com before starting a chargeback with your bank.
11.2 Maatla investigation. We will investigate the dispute and provide you with a detailed explanation of the charges, including system logs if necessary.
11.3 Chargeback impact. If you start a chargeback with your bank without contacting us first, it may delay a fair outcome. Maatla will respond to the bank’s inquiry and may provide evidence of the charges. Chargebacks can result in account suspension pending resolution.
12.1 Non-payment. If a facility invoice for SMS credits or other services goes unpaid beyond 30 days, Maatla may suspend the facility’s account.
12.2 Access restriction. While an account is suspended:
12.3 Reinstatement. The account will be reinstated once payment is received in full.
13.1 Monthly statement. Maatla provides a monthly statement showing:
13.2 Your responsibility. You are responsible for monitoring your statement. If you identify an error, you must report it to info@maatlahealthcare.com within 30 days of the statement date.
Maatla may update this policy at any time by publishing a new version on our website or by notifying you via email. Changes take effect from the moment of publication or notification. By continuing to use Maatla Facilities, you accept the updated policy.
For questions about SMS credits: