Refund Policy

1. Summary

If MailQuell isn't right for you, ask for a refund within 14 days of the payment. If you've used 20% or less of the credits from that payment, you get a full refund. Checks that fail because of an error on our side are never charged in the first place, and AI credits for websites that could not be analysed are given back automatically.

2. What qualifies

• Credit packs: full refund within 14 days if no more than 20% of the pack's credits have been used.
• AI credit packs: the same rule, counted in AI credits: full refund within 14 days if no more than 20% of the pack's AI credits have been used.
• New subscriptions (monthly or yearly): full refund of the first payment within 14 days if no more than 20% of that period's included credits have been used (verification credits and the plan's AI credits are each counted).
• Renewals: cancel any time before the renewal date to avoid being charged. If a renewal went through by mistake, ask within 14 days — we refund it in full if none of that period's included credits have been used.
• Service problems: if a task failed or produced clearly wrong results because of a fault on our side, contact us and we'll return the credits or refund the payment.

3. Bounce guarantee

If addresses that MailQuell marked Safe bounce when you send to them, report them from the list's page (paste them or upload the bounce report of your sending tool). Each reported address is checked again right away; when its mailbox or domain really no longer exists, the credits it cost are given back as credits that never expire.

• Only addresses the list marked Safe, each one once, and only while the list's results are kept (they are deleted 20 days after the list ends).
• Addresses that still accept mail when checked again (a soft bounce, a full inbox, a block on the sending side) are not refunded. An address without a clear answer can be reported again later.
• Per account, the refunds of 30 days are limited to 3% of the credits used on checks in that time (at least 10 credits), and to 25 addresses of one company domain.
• The guarantee gives back credits, not money.

4. What doesn't qualify

• Requests after 14 days, or where more than 20% of the credits have been used (except for service problems above).
• Free credits (the monthly free allowance, the free monthly AI credits and the welcome credits).
• Accounts closed for breaching the Acceptable Use section of our Terms, except where the law requires a refund.

Nothing in this policy limits rights you have under the consumer law of your country.

5. Cancelling a subscription

Open Billing → Open Billing Portal and cancel. You keep your plan until the end of the period you've paid for; credits already added stay in your balance.

6. How to request a refund

Email [email protected] (or use the contact page) with your account email and the invoice number. Refunds are issued by our reseller Paddle.com to the original payment method; you can also look up your order at https://paddle.net. Banks usually take 5–10 business days to show the refund. Credits from the refunded purchase are removed from your balance; for an AI credit pack, AI credits of that pack that were already used are deducted from the AI credits you buy or get back later.

Please contact us before opening a dispute with your bank — we'll resolve it faster.