DRAFT — requires review by a qualified lawyer before publication. This text was prepared as a working draft. Items in [SQUARE BRACKETS] must be completed or decided before publication. The final policy must be consistent with Paddle’s Buyer Terms and Paddle’s refund requirements for sellers, which should be checked during Paddle account approval.
Last updated: [DATE]
Postfaro is set up and delivered as soon as you pay: we create your DNS zone, generate your signing keys, assign sending capacity and, on the Plan + domain bundle, register a domain in your name. Because the Service is in use from that moment, payments are not refundable, except in the cases listed below and where the law requires a refund. Before you buy, you can check your domain for free with our domain checker.
Who processes refunds
All Postfaro purchases are sold by our reseller and Merchant of Record, Paddle. Refunds are paid by Paddle to the original payment method. You can request a refund from us at [BILLING EMAIL] or directly from Paddle via the link in your receipt or at paddle.net. Paddle’s Buyer Terms also apply.
Summary
| What you bought | Refund |
|---|---|
| Setup fee ($20, one-time) | Not refundable once setup has started, except in the cases below |
| Annual plan ($99/year) | Not refundable once setup has started, except in the cases below |
| Plan + domain bundle ($119/year) | Not refundable once the domain has been registered, except in the cases below. The domain is registered in your name and stays yours |
| Renewals | Not refundable. We remind you by email 30 and 7 days before each renewal, and you can turn off renewal in your panel at any time before the renewal date |
| Unused daily capacity | Not refundable. Unused daily allowance does not carry over and has no cash value |
When we refund
- Duplicate or mistaken charge — for example, you were charged twice for the same order. We refund the extra charge in full.
- Domain registration failed (Path A) — for example because the domain was registered by someone else during checkout. We refund the domain part, or the whole purchase if you prefer, automatically.
- We could not complete your setup for reasons on our side, or we do not accept your domain under our eligibility checks (Paths B and C). We refund the setup fee and the plan in full.
- We terminate your account without cause, or make a change that materially reduces the Service — we refund the unused part of your prepaid plan fee on a pro-rata basis.
- Where the law requires a refund (see “Your statutory rights” below).
[DECIDE: Paths B and C — the customer has paid but never connects the domain (nameservers / NS records not added), so setup never completes. Refund within a period, or no refund?]
When we do not refund
Apart from the cases above, we do not refund, including when:
- You changed your mind, or no longer need the Service.
- You did not send any email, or used only part of your daily capacity.
- Delivery results did not meet your expectations — we cannot control final inbox placement, which depends on receiving providers, your content and your list (see our Terms).
- You did not turn off renewal before the renewal date.
- Your account was suspended or terminated for breaking our Acceptable Use Policy or Terms (for example purchased lists, phishing, or repeated automatic pauses).
- Your domain was suspended because the ICANN registrant email was not verified in time.
Your statutory rights
Postfaro is sold to businesses only (see section 2.1 of our Terms of Service), so consumer withdrawal rights — such as the 14-day withdrawal right in the EU and UK — do not normally apply. As an additional safeguard, because the Service starts immediately after payment, at checkout you tick a box confirming: “I am buying for my business. I ask for the service to start immediately and acknowledge that I lose my right of withdrawal.” Nothing in this policy limits rights you have under mandatory law. [LAWYER TO CONFIRM: whether the business-only declaration plus this waiver is sufficient in the EU, UK and Turkey, and that it fits Paddle’s Buyer Terms.]
How to request a refund
Email [BILLING EMAIL] from the address on your account with your order number (from your Paddle receipt) and a short reason. We aim to reply within [2] business days. Once approved, Paddle usually returns the money within [5–10] business days, depending on your bank or card issuer.
When a plan is refunded, sending stops and your SMTP credentials are revoked.