Cancellation & Refund Policy
Transparent guidelines regarding subscription cancellations, refund eligibility criteria, processing timeframes, and digital service fulfillment.
Last updated: September 5, 2026
The 24-Hour & Zero-Usage Refund Rule
Because MailSend provisions immediate server infrastructure, high-reputation IP pools, and allocated sending quota upon checkout, refunds are strictly governed by the following criteria:
1. Within 24 Hours
Your written refund request must be received at [email protected] within exactly 24 hours of the transaction timestamp.
2. Zero Emails Sent (0 Usage)
The account must have sent exactly 0 emails. If even a single email (test, API, or broadcast) has been dispatched or attempted, fees are strictly non-refundable.
1. Subscription Cancellation
You may cancel your MailSend subscription at any time directly through your account dashboard (Settings → Billing).
- No Cancellation Penalties: There are no cancellation fees, penalty charges, or lock-in contracts.
- Retained Access: Upon cancellation, your workspace retains active access to all paid features, allocated sending limits, and API capacity until the end of your prepaid billing period.
- Recurring Charge Termination: Cancellation immediately halts all future automated renewal charges on your payment method.
2. Non-Refundable Situations
To prevent fraud and maintain the reputation of our email dispatch IP ranges, refunds will NOT be granted under the following circumstances:
- More than 24 hours have elapsed since the transaction was authorized;
- One or more emails were transmitted or queued via API, SMTP relay, campaign sender, or test dispatch;
- Subsequent automated monthly or annual renewal charges;
- Accounts on free or Hobby tiers;
- Add-on purchases, dedicated IP reservations, or overage charges; or
- Accounts that have been suspended or terminated for spamming, high bounce rates (>5%), elevated complaint rates (>0.1%), phishing, or violating our Terms of Service or Acceptable Use Policy.
3. Refund Processing Timeline & Method
Once your refund request is verified and approved by our billing department:
- Original Payment Method: Refunds are credited strictly back to the original funding source used during purchase (Credit Card, Debit Card, Net Banking, UPI, or PayPal via Razorpay). We do not issue cash or third-party transfer refunds.
- Timeframe: The refund is initiated immediately by our systems and typically reflects in your bank statement or card balance within 5 to 7 business days, depending on your bank's card clearing cycles.
- Confirmation: You will receive an automated payment gateway refund receipt with the corresponding transaction and refund tracking ID.
4. Digital Service Fulfillment (Shipping Policy)
MailSend provides cloud-based digital Software-as-a-Service (SaaS) and API infrastructure.
- Instant Provisioning: Delivery of all purchased services is instantaneous upon successful payment verification. Sending quotas, API credentials, and enhanced workspace permissions are enabled within seconds.
- No Physical Shipping: No physical parcels, merchandise, or media are manufactured, stored, or shipped. Shipping charges are not applicable to any MailSend transaction.
5. How to Submit a Refund Request
To request a refund within the eligible 24-hour / 0-email window, please email our billing team:
Subject: Refund Request - [Your Workspace Name / Registered Email]
Please include:
- Registered account email address
- Workspace ID or business name
- Payment transaction ID or Razorpay invoice number
- Reason for your refund request
Our support desk operates 24/7 and will review your sending metrics to confirm zero usage and respond within 24 business hours.