Refund Policy

Overview

SendFleet provides a cloud-based transactional email API. Because our service is delivered digitally and consumption begins immediately upon plan activation, our general policy is that all subscription payments are non-refundable.

This policy is consistent with industry standard practice for software-as-a-service (SaaS) products. By subscribing to a paid plan you acknowledge and agree to this policy.

Nothing in this policy limits your rights under applicable mandatory consumer protection legislation in your jurisdiction.

All Sales Are Final

Payments made for SendFleet subscriptions are final and non-refundable except as set out in Section 3 (Eligible Exceptions) below. This includes but is not limited to:

• Unused emails remaining in your monthly quota at the end of a billing period.
• Months you subscribe to but do not actively use the Service.
• Payments made when you forgot to cancel before the next billing date.
• Purchases made in error (wrong plan selected, duplicate subscriptions, etc.).
• Dissatisfaction with the Service after use has begun.
• Refund requests submitted more than 14 days after the charge date.
• Requests based on changes in your business needs, budget, or technical requirements.
• Requests based on plan limit enforcement (e.g. hitting the monthly email cap).
• Account suspension or termination resulting from a violation of our Terms and Conditions.
• Unused days remaining after a plan downgrade (see Section 6.2).

We strongly encourage you to evaluate the Starter (free) plan thoroughly before upgrading to a paid tier.

Eligible Exceptions

We will review and, where verified, honour refund requests in the following narrow circumstances:

3.1 Verified billing error

If you were charged an incorrect amount - for example, if our billing system charged you for a higher plan tier than you subscribed to, or charged you twice for the same period - we will correct the error and refund the overcharged amount.

• The request must be submitted within 30 days of the erroneous charge.
• We may request supporting documentation (bank statement, email confirmation, etc.).
• Refunds for billing errors are issued to the original payment method within 5–10 business days.

3.2 Extended service unavailability

If SendFleet experiences a verified platform outage that makes the Service completely unavailable for a continuous period exceeding 72 hours in a single calendar month, affected customers on paid plans may request a refund equal to 10% of their monthly subscription fee for that billing cycle. This refund shall be the customer's sole and exclusive remedy for such outage, and must be requested via support within 30 days of the incident.

• The outage must be acknowledged by SendFleet via our status page or direct communication.
• Credits are applied to the next billing cycle, not issued as cash refunds, unless the account is being closed.
• Partial degradation, performance issues, or third-party infrastructure events (e.g. AWS SES region disruptions) do not qualify unless they render the entire Service unavailable.

3.3 Unauthorised payment

If you believe a charge was made to your payment method without your authorisation, notify us at [email protected] immediately. We will investigate and, where confirmed, refund the payment and close the associated account.

Non-Eligible Requests

The following do not constitute grounds for a refund and will not be processed:

• Change of mind - Deciding you no longer need the Service after subscribing.
• Non-delivery due to suppression - Emails blocked because the recipient address is on our suppression list (due to prior bounces or spam complaints). This is a deliverability protection feature, not a service failure.
• Non-delivery due to domain not verified - Emails rejected because you have not verified a sending domain in your account.
• Rate limiting - Requests rejected due to exceeding the plan's rate limit.
• Spam filtering by recipient ISP - Emails that are delivered by SendFleet but filtered by the recipient's mail provider. Delivery to the recipient's mail server (SMTP acceptance) constitutes successful delivery on our part.
• Delayed request - Refund requests submitted more than 14 days after the charge date (except for billing errors, which have a 30-day window).
• Violated Terms - Accounts suspended or terminated for violating our Terms and Conditions, including the Acceptable Use Policy.
• Plan downgrade - Switching to a lower-tier plan takes effect once confirmed. No credit or refund is issued for unused days on the prior plan. See Section 6.

Cancellation

You may cancel your subscription at any time from the billing dashboard. The standard cancellation option schedules your plan to end at the close of the current billing period - you retain full access until the period expires, at which point your account moves to the free Starter plan automatically.

Cancellation does not trigger a refund for any remaining days in the current billing period. You will not be charged again after cancelling, and (for standard cancellations) your access remains active until the period closes.

Undoing a cancellation

If you change your mind before the billing period expires, you can undo a standard cancellation from the billing dashboard. Your subscription will continue as normal and you will not be charged again until your next scheduled renewal date. Once a period ends and the account drops to Starter, a new subscription must be purchased.

After cancellation

Your account moves to the free Starter plan (50 BYOC emails/month). Your email logs, API keys, domain configurations, and account data are retained for 90 days before being subject to our standard data retention schedule.

To cancel, navigate to Dashboard → Billing → Cancel subscription.

Plan Changes

You may switch between paid plans at any time from the billing dashboard. Plan change requests are submitted to our payment processor immediately. The new plan becomes active once the change is confirmed - this typically takes a few seconds, after which your dashboard will reflect the updated plan and limits.

6.1 Upgrades

When you move to a higher-tier plan (e.g. BYOC → Growth, Growth → Pro), the price difference for the remaining days in the current billing period is charged immediately on a prorated basis. Your new plan limits and features become active once the plan change is confirmed by our payment processor.

• The prorated charge is calculated by Paddle based on the number of days remaining in the billing period.

Plan changes take effect once confirmed by our payment processor, which typically occurs within seconds of submitting the request. The change is not instantaneous at the moment of button click.

• The full new plan price applies from the next renewal date.

6.2 Downgrades

When you move to a lower-tier plan (e.g. Pro → Growth, Growth → BYOC), the new plan becomes active once the change is confirmed by our payment processor - typically within a few seconds of submitting the request. Your sending limits and features update to the new plan at that point.

No refund or credit is issued for the remaining days on your prior plan. Because downgrades take effect promptly, we recommend timing plan changes close to your next renewal date if you want to make the most of your current plan's limits.

• No credit or refund is applied for unused days on the higher plan.
• The lower plan's limits take effect as soon as the change is confirmed - not at the next billing date.
• The next billing charge will be at the new lower plan's price.

6.3 Same plan

Resubscribing to your existing plan (e.g. as part of a cancellation undo) does not generate any additional charge mid-cycle.

Chargebacks & Payment Disputes

We strongly encourage you to contact us before initiating a chargeback with your bank or card provider. Most concerns that would lead to a dispute can be resolved faster through direct communication.

Initiating an unjustified chargeback - that is, a chargeback for a charge that does not qualify for a refund under this policy - may result in:

• Immediate suspension of your SendFleet account.
• Permanent ban from creating new accounts.
• Recovery of chargeback processing fees where permitted by law.

If you have a legitimate billing concern, please email [email protected] and we will work with you to resolve it promptly.

How to Request a Refund

If you believe your situation qualifies under Section 3, submit a refund request by emailing [email protected] with the following information:

• The email address associated with your SendFleet account.
• The date and amount of the charge in question.
• A description of the issue and why you believe it qualifies for a refund under this policy.
• Any supporting documentation (bank statement, screenshots, error messages).

We aim to acknowledge all requests within 2 business days and provide a final decision within 5 business days. Where a refund is approved, funds are returned to the original payment method within 5–10 business days, depending on your bank.

Contact

For billing questions or to submit a refund request: