Refund Policy

1. The hard rule: zero refunds on consumed services

Once a unit of service has been delivered, it is non-refundable. This applies to every send, every validation request, every warmup-network day, every mailbox-hosting day, every domain registration. Service rendered is service paid.

We render services in real time and pay our infrastructure providers (SMTP networks, registrars, warmup network, hosting) based on what you used. Refunding a consumed service would mean we pay out of our own pocket for work already shipped, which we won't do as a matter of policy.

2. What is and isn't refundable

3. EU and UK customers — statutory withdrawal rights

If you are located in the European Economic Area or the United Kingdom, you may have a statutory right to cancel a digital service contract within 14 days without giving a reason (EU Consumer Rights Directive; UK Consumer Contracts Regulations 2013). However, by confirming a topup or initiating service consumption, you explicitly request immediate performance of the service and acknowledge that you lose the right to withdraw once performance has begun.

For wallet topups where no service has yet been consumed, we will honor a withdrawal request within 14 days of the topup as a matter of policy, regardless of whether performance has begun, subject to our standard refund process. For SMTP sends, validation requests, warmup days, mailbox-hosting days, or domain registrations that have already been initiated, the withdrawal right is excluded by your request for immediate performance.

4. Refund windows

• Wallet topups: 90 days from the topup that funded the balance. After 90 days, balance is treated as earned revenue and is not refundable except via account closure (§10).
• Subscription / hosting: anytime for the unused portion of the current cycle (prorated to the day) or any prepaid future period.
• Disputed charges (Stripe chargeback): handled per Stripe's dispute timeline. A chargeback automatically suspends the account pending review (§7).

5. How to request a refund

Open the in-app support page at /support and select “Refund request” as the category, or click the “Refund unused balance” button on /account if your wallet has a balance. We aim to respond within one business day. Refunds approved by admin typically settle within 5–10 business days; Stripe's underlying settlement window depends on your card issuer.

6. Refund methods

Refunds are issued in one of two ways, at our discretion based on amount and operational efficiency:

• Original payment method (Stripe refund) — for refunds above $25 by default. Settles in 5–10 business days.
• Wallet credit — for refunds at or below $25 by default. Instant. Wallet credits are non-refundable to cash but can be applied to any service.

If you specifically request a refund to your original payment method, we will accommodate that request for any approved refund amount, provided the original payment method is still valid and Stripe supports the refund. For refunds above $25, the original payment method is the default. Wallet credit is offered as a faster alternative for smaller amounts; you are not obligated to accept it.

7. Per-account caps and escalation

To keep the policy fair to legitimate customers and to manage operational risk, we apply the following caps:

• Frequency cap: a maximum of 3 refunds in any rolling 90-day window without admin escalation.
• Lifetime ratio cap: if total refunds exceed 30% of total spend, the account is flagged for review. If the ratio reaches 50%, future topups may be blocked pending admin review.
• Pattern detection: 5+ refunds across 90 days from a single account triggers an automatic review.

Caps may be waived by admin for legitimate edge cases (e.g., a clear billing error pattern that requires multiple corrections).

Mutual-exclusion safeguard: if future topups are blocked under the 50% lifetime ratio cap, any remaining unused wallet balance is simultaneously made eligible for refund to the original payment method on request, without further admin review. We will not block both topups and refund access at the same time.

8. Chargebacks and disputes

We ask that you contact us before filing a chargeback — we resolve most billing disputes faster than the bank dispute process. Filing a chargeback without first attempting resolution through our support channel may be considered in our assessment of account standing. We reserve the right to suspend an account pending review while a chargeback is active, regardless of outcome.

When a chargeback is filed, we automatically suspend the affected account pending review. If the dispute is resolved in our favor, the suspension lifts. If the dispute is resolved against us (lost), the suspension persists, and any partner commissions earned on the disputed revenue are clawed back.

9. Promotional and bonus credits

Promotional credits, bonus credits, and any other credits issued at our discretion are not redeemable for cash and are not refundable under any circumstance. They may be revoked at our discretion if abused (for example, depleting bonus credits then immediately refunding the wallet topup).

10. Domain registrations

Domain registrations are paid directly to the underlying registrar (Namecheap, with InternetBS as a legacy fallback). ICANN policy does not allow registrars to refund registrations once accepted. We charge $25/year for a domain — the registrar takes most of that and we recover the rest in setup work and ongoing DNS hosting. Once the registrar accepts the registration, no refund is available — even if you change your mind.

If the registrar rejects the registration (e.g., the domain is no longer available, or there's a name-server propagation failure), we credit the full amount back to your wallet automatically, no action needed.

11. Account closure

If you close your account, we refund the unused wallet balance to your original payment method within 30 days, subject to the 90-day topup window in §3. Promotional and bonus credits are forfeit on closure. Pending consumption (warmup running, future hosting paid through the cycle end) stops immediately and is refunded prorated. To close your account, open a support request with “Account closure” in the subject.

12. Disputes about a refund

If you believe a refund should have been issued and was denied, or you disagree with how an existing refund was processed, contact us through the in-app support page first. We commit to responding within 3 business days and to escalating unresolved disputes to a senior reviewer within 7 business days.

If informal resolution fails, the dispute proceeds under the binding arbitration clause in the Terms of Service.

Versioning

This is version 1.0 of the Refund Policy, effective May 4, 2026. We may update this policy as the Service evolves. We will post 30 days' advance notice of any material change at the top of this page and via in-app notification. Material changes do not retroactively affect topups made or services consumed before the new version takes effect.