Refund Policy

1. General principles

Refund eligibility depends on the type of product you purchased, how much of it you have consumed, and how long ago the charge was made. Throughout this policy we distinguish between recurring subscription fees, usage-based (pay-as-you-go) charges, and one-time purchases such as domains or mailbox hosting terms.

Unless a specific section below states otherwise, refund requests must be made within fourteen (14) days of the charge you are disputing. Requests made after this window may be declined at our discretion.

• Refunds, where granted, are issued to the original payment method used for the purchase.
• We do not provide cash refunds or refunds to a different account or card than the one originally charged.
• Refunds are calculated on the amount actually paid, net of any non-recoverable third-party fees where this policy allows their deduction.
• Granting a refund in one instance does not oblige us to grant a refund in any other instance.

2. Free tier and trials

Our free tier and any free trial are provided at no charge, so there is nothing to refund. You can explore core functionality on the free tier before deciding to pay. We encourage you to test deliverability, sending volume and features on the free tier or trial before purchasing a paid plan, because paid charges are subject to the limitations described below.

If a free trial automatically converts into a paid subscription, the first paid charge is treated as a new subscription charge and is governed by the subscription section below.

3. Subscription plans

Monthly subscriptions

Monthly subscription fees are billed in advance for each monthly period. You may cancel at any time, and cancellation stops future renewals. Because the monthly fee covers the full period during which capacity is reserved for you, monthly fees are generally non-refundable once the billing period has begun. When you cancel, you retain access to the paid features until the end of the current paid period, after which your account reverts to the free tier.

Annual subscriptions

Annual subscriptions are billed in advance for a twelve-month term at a discount compared with paying monthly. If you cancel an annual subscription within fourteen (14) days of the initial purchase and have not materially used the Services during that period, you may request a full refund of the annual fee. After the 14-day window, annual fees are non-refundable, but you will retain access to paid features until the end of the paid term and will not be renewed if you cancel.

“Material use” includes, without limitation, sending campaigns or transactional messages beyond free-tier limits, provisioning mailboxes, registering or connecting domains, or using premium automation. Where material use has occurred, we may decline a refund or offer a pro-rated refund at our discretion.

Renewals

Subscriptions renew automatically unless cancelled before the renewal date. It is your responsibility to cancel before renewal if you do not wish to continue. We do not provide refunds for renewal charges simply because you forgot to cancel; however, if you contact us promptly after an unexpected renewal and have not used the Services in the new period, we may, at our discretion, offer a refund or credit.

4. Usage-based and pay-as-you-go charges

Charges based on usage — including email send credits, SMS and messaging charges, additional sending volume, overage fees and any other pay-as-you-go item — are consumed in real time as messages are processed and relayed to third-party networks. These charges are non-refundable once the corresponding messages have been sent or the credits have been used.

• Prepaid credits that remain entirely unused may be eligible for a refund within 14 days of purchase, at our discretion, less any non-recoverable processing fees.
• Partially used credit bundles are not refundable for the used portion.
• We do not refund charges for messages that were accepted by downstream networks but later bounced, were marked as spam, or were filtered by a recipient’s provider, as these outcomes are outside our control.

You are responsible for configuring campaigns correctly. Charges incurred due to misconfiguration, incorrect recipient lists, or content that violates our Acceptable Use Policy are not refundable.

5. Private mailbox and email hosting

Private mailbox and email hosting plans reserve dedicated storage, sending identity and infrastructure for your domain from the moment they are provisioned. Hosting fees are billed for the term you select (monthly or annual) and follow the same rules as subscriptions in Section 3.

• Within 14 days of first provisioning a hosting plan, you may request a refund if you have not materially used the mailboxes (for example, sent or received substantial mail, or configured DNS for live use).
• After 14 days, or after material use, hosting fees are non-refundable for the current term.
• If you downgrade or remove mailboxes mid-term, we do not refund the difference for the remainder of the term.

Where a connected external mailbox is used instead of Tcom-hosted mailboxes, no hosting fee applies and there is nothing to refund for that mailbox.

6. Domain registration and transfers

Domain name registrations, renewals and transfers are purchased from, and registered with, external domain registrars on your behalf. Once a domain is registered, renewed or transferred, the registrar charges a fee that we cannot recover. For this reason, all domain registration, renewal and transfer fees are strictly non-refundable, including where you registered a domain by mistake, no longer need it, or let it expire.

• Please double-check spelling and extension before confirming any domain purchase — registrations cannot be reversed.
• A registered domain remains yours for its registration term regardless of whether you continue using other Tcom Services.
• Privacy protection, DNS hosting and similar domain add-ons purchased alongside a domain are likewise non-refundable once active.

7. Add-ons and one-time purchases

Optional add-ons — such as dedicated IPs, additional sending domains, premium support, deliverability services or other one-time purchases — are billed separately. Unless stated otherwise at the point of sale, add-ons that have been provisioned or used are non-refundable. Unused, newly purchased add-ons may be eligible for a refund within 14 days at our discretion.

8. Cryptocurrency payments

Where you choose to pay using cryptocurrency, payments are processed by a third-party cryptocurrency payment provider and are settled on public blockchains. Cryptocurrency transactions are irreversible by design — once a payment is confirmed on the blockchain, it cannot be reversed, cancelled or charged back.

• We cannot refund cryptocurrency payments to the originating wallet automatically; any approved refund will be assessed on a case-by-case basis.
• Where a refund of a crypto payment is approved under another section of this policy, we may issue it as account credit rather than an on-chain reversal.
• We are not responsible for losses arising from exchange-rate fluctuations, network fees, underpayment, overpayment, or sending funds to an incorrect or expired payment address.
• If a crypto payment is underpaid, overpaid or sent after the quoted window expires, resolution is subject to the payment provider’s procedures and timelines.

9. Chargebacks and disputes

If you believe you have been charged in error, please contact us first at [email protected] so we can investigate and resolve the issue quickly. Initiating a chargeback or payment dispute without first contacting us may result in immediate suspension of your account while the dispute is reviewed.

Fraudulent or bad-faith chargebacks — for example, disputing charges for Services that were delivered and used — may result in permanent termination of your account and forfeiture of any remaining balance or credits.

10. No refunds for policy violations

If your account is suspended or terminated for violating our Terms of Service or Acceptable Use Policy — including sending spam, phishing, malware, or other prohibited content — you are not entitled to any refund of fees paid, and any unused credits or remaining subscription time may be forfeited. This is because enforcement costs and reputational harm are incurred as a direct result of the violation.

11. EU, UK and statutory withdrawal rights

If you are a consumer in the European Union, the United Kingdom, or another jurisdiction that grants a statutory right of withdrawal, you may have the right to cancel certain purchases within fourteen (14) days without giving a reason.

Where you expressly request that we begin supplying digital services immediately (for example, by sending messages, provisioning a mailbox or registering a domain during the withdrawal period), you acknowledge that you will lose your right of withdrawal once the service has been fully performed, and that for partially performed services you may be charged for the proportion supplied before you withdrew. Domain registrations, once completed, are fully performed and non-refundable.

To exercise any statutory withdrawal right, contact us at [email protected] with your account details and the purchase concerned.

12. Discretionary exceptions

We may, entirely at our discretion and without setting any precedent, grant a refund or account credit outside the terms of this policy — for example, in cases of a confirmed, prolonged service outage attributable to us, or a billing error on our side. Any such exception applies only to the specific instance granted.

13. How to request a refund

To request a refund, email [email protected] from the address associated with your account and include:

1. Your account email and, where relevant, the domain or mailbox concerned.
2. The invoice number, transaction ID or date of the charge you are disputing.
3. The product or charge type (subscription, usage credits, hosting, domain, add-on or crypto payment).
4. A brief explanation of why you are requesting a refund.

We aim to acknowledge refund requests within two (2) business days and to resolve them within ten (10) business days. Approved refunds are processed to the original payment method; depending on your bank or payment provider, it may take several additional business days for the funds to appear. Refunds of card payments are returned net of any non-recoverable processor fees where this policy permits.

14. Currency and fees

Refunds are issued in the same currency as the original charge. We are not responsible for differences in the amount you receive caused by exchange-rate movements, bank fees, card-network fees or payment-provider fees between the time of the original charge and the refund.

15. Changes to this policy

We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that purchase. Material changes will be posted on this page with an updated effective date.

16. Contact us

Questions about refunds or billing? Email [email protected] and our team will be glad to help. Our support hours are Monday to Friday, 9:00–17:00 (GMT+1).