Refund Policy

1. Overview

This Refund Policy explains when and how you may receive refunds for payments made to Mailflix. We strive to be fair and transparent in our refund practices while maintaining a sustainable business.

By using Mailflix and making purchases, you agree to the terms outlined in this policy.

2. Pay-As-You-Go Email Credits

Mailflix operates primarily on a pay-as-you-go model where you purchase credits to send emails.

2.1 Refund Eligibility

• Unused Credits: If you have purchased credits and have not used them, you may request a refund within 14 days of purchase
• Used Credits: Credits that have been used to send emails are non-refundable
• Partial Use: If you have used some credits, only the unused portion may be eligible for refund within the 14-day window

2.2 Non-Refundable Scenarios

Email credits are not refundable in the following cases:

• Emails that were successfully sent (regardless of delivery or open rates)
• Emails that bounced due to invalid addresses in your subscriber list
• Account termination due to Terms of Service violations
• Credits purchased more than 14 days ago
• Promotional or bonus credits

3. Subscription Plans

If Mailflix offers subscription-based plans (monthly or annual), the following applies:

3.1 Monthly Subscriptions

• Cancellation: You may cancel at any time. Your subscription remains active until the end of the current billing period
• Refunds: No refunds for partial months. We do not provide pro-rata refunds for monthly plans
• Downgrade: If you downgrade your plan, the change takes effect at the next billing cycle

3.2 Annual Subscriptions

• 14-Day Guarantee: Annual plans may be refunded in full within 14 days of purchase if you have not exceeded the free tier usage limits
• After 14 Days: No refunds for annual subscriptions after the initial 14-day period
• Cancellation: You may cancel anytime, but your subscription remains active until the end of the annual period

3.3 Automatic Renewal

Subscriptions automatically renew unless cancelled before the renewal date. It is your responsibility to cancel before renewal if you do not wish to continue. We send renewal reminder emails 7 days before the renewal date.

4. Paid Newsletter Subscriber Refunds

If you operate a paid newsletter through Mailflix using Stripe Connect, the following applies to refunds for your subscribers:

4.1 Your Responsibility

• As a newsletter creator, you are responsible for your own refund policy with your subscribers
• You must handle refund requests from your subscribers through your Stripe dashboard
• Mailflix does not refund your subscribers on your behalf unless legally required

4.2 Platform Fees

• If you refund a subscriber, Mailflix's platform fee for that transaction is non-refundable
• Stripe's processing fees are also typically non-refundable (see Stripe's terms)

4.3 Chargebacks and Disputes

If a subscriber files a chargeback or dispute, you are responsible for any fees incurred. Excessive chargebacks may result in suspension of your Stripe Connect account.

5. Technical Issues and Service Failures

We stand behind our service quality. If you experience technical issues:

5.1 Eligible for Refund or Credit

• Emails that failed to send due to a Mailflix system error (not due to invalid addresses or your content)
• Extended service outages (more than 24 hours) that prevented you from using the Service
• Billing errors where you were charged incorrectly

5.2 Resolution Process

For technical issues, we will:

• Investigate the issue within 48 hours of your report
• At our discretion, provide account credits or a refund
• Credits are typically the preferred resolution for service issues

5.3 Not Eligible

The following are not eligible for refunds due to technical issues:

• Emails delivered but marked as spam by recipients' email providers
• Low open or click rates
• Issues caused by your content, subscriber list quality, or sending practices
• Third-party service issues (AWS SES, Stripe, Twilio) outside our control

6. Account Termination

6.1 Termination by You

If you choose to close your account:

• Unused email credits are forfeited unless a refund is requested within the eligibility window
• Active subscriptions continue until the end of the billing period
• No pro-rata refunds for partial periods

6.2 Termination by Mailflix

If we terminate your account:

• For Terms Violation: No refund is provided for accounts terminated due to violation of our Terms of Service, Acceptable Use Policy, or illegal activity
• For Other Reasons: If we terminate your account for reasons other than policy violations (e.g., discontinuing the service), you may be entitled to a pro-rata refund of unused prepaid credits or subscription fees

7. How to Request a Refund

To request a refund:

7.1 Refund Processing Time

If approved, refunds are processed as follows:

• Credit Card: 5-10 business days to appear on your statement
• Bank Transfer: 5-10 business days
• Account Credits: Applied immediately

Refunds are issued to the original payment method. We cannot refund to a different payment method.

8. Exceptions

We reserve the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Factors we may consider include:

• Length of time as a customer
• Previous refund history
• Circumstances of the request
• Overall account standing

Any exception granted does not obligate us to grant similar exceptions in the future.

9. Dispute Resolution

If you disagree with our refund decision, you may:

• Request a review by emailing [email protected]
• Provide additional documentation or context to support your case

Please do not initiate a chargeback with your bank or credit card company before contacting us. Chargebacks result in significant fees and may lead to account termination. We are committed to resolving disputes fairly.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email to registered users.

The policy in effect at the time of your purchase applies to that transaction.

11. Contact Us

If you have questions about this Refund Policy, please contact us:

Mailflix, Inc.
Email: [email protected]
Subject: Refund Policy Question