Refund Policy

1. Refund Policy Overview

MailSteady is committed to providing high-quality cold email infrastructure. We offer a 30-day refund window for trial users to test our service. This Refund Policy explains our refund eligibility, requirements, and process.

Key Points:

• Refunds are available for trial accounts within 30 days of purchase
• Only one refund per customer is allowed
• Approved refunds result in immediate account deactivation
• Refunds are issued to the original payment method only
• All sales beyond the 30-day trial period are final and non-refundable

Please read this policy carefully to understand your refund rights and our process.

2. General Refund Policy

2.1 Refund Eligibility

Refunds are available for trial users with a single "tenant" within the first 30 days of purchase. Mailboxes must not have been delivered in working order within 10-14 business days. Refunds are not available for issues related to campaigns being caught by content filters.

2.2 All Other Sales Are Final

Outside of the trial refund window, all purchases of MailSteady services are non-refundable. Once you have been billed for a month's service beyond the 30-day trial period, that payment is final and cannot be reversed.

2.3 Why We Offer Limited Refunds

We maintain this policy because:

• We provision real, verified Microsoft Outlook inboxes at significant cost
• Inboxes are immediately activated and access is provided upon purchase
• Inboxes cannot be resold or recovered once issued
• Services are provided immediately upon order completion
• We have limited ability to recoup costs if refunds are issued

2.4 Cancellation of Service

You may cancel your MailSteady service at any time. However, cancellation does not entitle you to a refund of charges already incurred beyond the 30-day trial refund window.

• Cancellation takes effect at the end of your current billing cycle
• No refunds are provided for partial months or unused portions of your subscription (after trial period)
• You will retain access to your service until the end of your billing period

3. Non-Refundable Items & Exclusions

3.1 When Refunds Are NOT Available

Refunds are not available in the following cases:

• Purchases made after the 30-day trial refund window
• Bulk or non-trial purchases
• Issues related to campaigns being caught by content filters
• Issues caused by user actions or improper use of the service
• Services used beyond the trial period
• Account violations or Terms of Service breaches

3.2 Non-Refundable Charges

The following items are explicitly non-refundable:

• Monthly subscription fees for non-trial accounts (after 30 days)
• Setup fees or configuration charges
• Domain registration and purchase costs
• Authentication configuration (SPF, DKIM, DMARC)
• Technical support or consulting services provided
• Any partially used billing cycles beyond the trial period
• Penalties or fees related to account violations

4. Refund Request Requirements

4.1 30-Day Refund Window

To qualify for a refund, your request must meet these requirements:

• Account must be a trial account with a single "tenant"
• Request must be submitted within 30 days of purchase
• Mailboxes must not have been delivered in working order
• Delivery issue must have occurred within 10-14 business days
• Issue must not be related to content filter problems

4.2 Refund Request Requirements

To submit a valid refund request, you must provide:

• Your order number
• A detailed reason for the refund request
• Written submission within the 30-day eligibility period
• Clear documentation of the service issue (screenshots, error messages, etc.)

4.3 One Refund Per Customer

Only one refund is allowed per customer. Once a refund has been processed, no additional refunds will be available even within the 30-day window.

4.4 Free Inbox Replacements (Outside Refund Window)

For accounts outside the 30-day refund window, we provide free replacements for inboxes that are not delivered in working order, subject to reasonable use policies and our assessment of the issue.

5. Billing Disputes

5.1 Billing Accuracy

We work diligently to ensure accurate billing. If you believe you have been billed incorrectly, please contact us immediately at support@mailsteady.com with:

• Your invoice number and date
• Details of the billing error
• Screenshots or documentation of the issue

5.2 Billing Errors

If we confirm a billing error on our end, we will:

• Investigate the error immediately
• Issue a credit to your account for the overcharge
• Apply the credit to your next invoice
• Communicate the resolution within 5 business days

5.3 Disputed Charges

If you dispute a charge and we agree it was made in error, a credit will be issued. If we believe the charge is accurate and correct, we will explain the reasoning and provide documentation supporting the charge.

6. Refund Request Process

6.1 How to Request a Refund

To request a refund within the 30-day trial window, follow this process:

6.2 Refund Review Timeline

• Submission Deadline: Within 30 days of purchase
• Review Period: 5 business days
• Processing Time: 10 business days from approval
• Expected Refund: Issued to original payment method

6.3 Refund Method

Approved refunds are non-transferable and issued only to the original payment method used for purchase. Bank processing times may add 3-5 additional business days.

6.4 Refund Decision Communication

We will communicate our refund decision via email to your registered account email address within 5 business days of submission.

7. Payment Processing Issues

7.1 Failed Payments

If your payment fails:

• We will attempt to charge your payment method again
• You will receive email notifications about the failed payment
• You have 5 days to update your payment method before suspension
• If payment fails multiple times, your account may be suspended
• No refunds are issued for services during failed payment periods

7.2 Duplicate Charges

If you believe you have been charged twice for the same service:

• Contact us immediately with your invoice details
• We will investigate duplicate charge claims within 3 business days
• If confirmed as a duplicate, we will issue a credit for the duplicate charge
• Credits are typically applied within 1 business day

7.3 Unauthorized Charges

If you believe someone made an unauthorized purchase using your account:

• Contact us immediately at support@mailsteady.com
• Secure your account by changing your password
• Provide documentation of the unauthorized transaction
• We will investigate and take appropriate action
• A credit may be issued if we confirm unauthorized activity

8. Chargebacks & Payment Disputes

8.1 Chargeback Policy

If you file a chargeback or payment dispute with your bank or payment processor without first attempting to resolve the issue with us, we reserve the right to:

• Suspend or terminate your account immediately
• Pursue legal action to recover the disputed amount plus fees
• Report the dispute to payment networks and other services

8.2 Before Filing a Chargeback

We strongly encourage you to contact us first at support@mailsteady.com to resolve any billing issues. Most disputes can be resolved quickly through direct communication.

8.3 Legitimate Chargebacks

If you believe a chargeback is absolutely necessary, contact us before filing to give us the opportunity to resolve the issue. We are committed to customer satisfaction and will work with you to find a solution.

9. Account Termination Upon Refund

9.1 Approved Refunds Result in Account Deactivation

Important: When a refund is approved, your account will be immediately deactivated and all associated services will be removed. This includes:

• Deactivation of all inboxes
• Removal of all domains
• Deletion of account data
• Termination of all service access

9.2 One Refund Per Customer

Only one refund is allowed per customer. Once your account has been deactivated due to refund approval, you cannot create a new account to receive another refund.

9.3 Account Termination for Violations

If your account is terminated due to violation of our Terms of Service (spam, abuse, illegal activity), no refunds are available.

9.4 Limitation of Liability

We are not liable for service interruptions due to circumstances beyond our control (natural disasters, government actions, cyber attacks). Refunds are not available for force majeure events or issues caused by user actions.

9.5 Enterprise Customers

Customers with custom enterprise agreements may have different refund terms. Please refer to your specific service agreement.

10. Contact & Support

10.1 Refund & Billing Inquiries

For any refund requests, billing disputes, or payment issues, please contact:

MailSteady Support Team
Email: support@mailsteady.com
Subject: "Refund Request" or "Billing Issue"

10.2 Required Information

When contacting us, please include:

• Your account email address
• Invoice number(s) and dates
• Detailed description of your issue or request
• Proof or documentation supporting your claim
• Any error messages or screenshots

10.3 Response Times

We aim to respond to all refund and billing inquiries within 5 business days. Complex cases may take up to 10 business days.

10.4 Dispute Resolution

If you are unsatisfied with our refund decision, you may request escalation to our management team. Provide details about why you disagree with the decision, and we will conduct a full review.

Questions About Our Refund Policy?

We want to be transparent about our policies. If you have questions before purchasing, please reach out. We're happy to clarify anything about our refund policy or help you understand what to expect.

This policy is subject to change at any time. We recommend reviewing it periodically for updates.