Refund Policy
Last updated: May 29, 2026
AcelleMail is a digital software product. "Returns" do not apply in the physical-goods sense; instead, this policy governs refunds and plan changes across the three distinct product types AcelleMail sells.
AcelleMail product types
Refund treatment depends on the product type. AcelleMail sells three structurally different things:
| Type | Includes | Nature |
|---|
| A. Subscription (SaaS) |
Access to the product + plugins / features bundled with the tier + quotas (emails/month, lists, subscribers…) + tier-appropriate support |
Recurring (monthly / annual), auto-renewing, you receive the bundle as long as the plan is active |
| B. Add-on / Credit pack |
Sending credit packs, email verification credits, extra storage, API quota… purchased on top of an active subscription |
One-off payment; consumable — once credits are spent, they are gone |
| C. Perpetual license / one-off plugin |
Self-hosted license; premium plugins sold standalone (not tied to a tier); paid services (custom dev, migration, training) |
One-off payment; one-time delivery; no auto-renewal |
You may hold all three types at once on a single account (e.g., subscribe to Growth + buy 100k email credits + buy the Aurius AI plugin separately). Each has its own refund rules below.
1. Type A — Subscription (SaaS)
1.1. 14-day money-back guarantee
Every first-time paid SaaS subscription is fully refundable within 14 days of successful payment, no questions asked.
1.2. Refund eligibility after 14 days
- The product does not work as advertised on the Pricing / Features pages despite you following the official install and configuration guides.
- We cannot fix a P0/P1 bug within 7 days of your valid report.
- You were billed in error or charged more than the agreed amount.
- An outage caused by us prevents you from using the service for an extended period.
1.3. Not eligible for refund
- Past 14 days from first payment (except the cases in §1.2).
- Renewals, auto or manual — the 14-day window applies only to the first purchase.
- Account suspended or terminated for violating the Terms of Service (spam, abusive content, illegal content…).
- "No longer needed", "not a fit", "no time to use it" requests after 14 days.
- Add-on / customization fees already delivered (install, training, completed migration).
- Force majeure or issues from your own infrastructure.
2. Type B — Add-on / Credit pack
Add-ons include: sending credit packs, email verification credits, extra storage, additional API quota… purchased on top of an active subscription.
2.1. Before use — fully refundable
Within 7 days of purchase, if you have not consumed any of the credits / quota, you may request a 100% refund.
2.2. After use — refund of the unused portion
After 7 days or after any usage (one credit-paid email sent, one address verified…):
- Credit packs: no refund on the portion already consumed; the remaining balance may be refunded on a unit-rate basis if requested within 30 days of purchase.
- Storage / API quota: no refund after activation since the resource has already been allocated at payment time.
2.3. Add-ons not eligible for refund
- More than 30 days past the add-on purchase date.
- Add-ons tied to delivered services (install, training, completed custom dev).
- Master subscription cancelled or suspended for a Terms-of-Service violation.
3. Type C — Perpetual license & one-off plugin / service
3.1. Default rule — no refund after delivery
Because these products are delivered once and you receive the full value upfront, we do not refund after delivery is complete per the Delivery Policy §1.
Applies to:
- Perpetual self-hosted license. Delivery = license key + source-code link emailed AND you downloaded / activated.
- Standalone premium plugins (not bundled into a tier). Delivery = the plugin key is activated on your account.
- Bundled services: custom development, data migration, training, install on a private server… delivered and accepted.
Recommendation: Before purchasing Type C items, evaluate thoroughly via the public demo and the Knowledge Base (see also Inspection Policy).
3.2. Exceptional refund cases (Type C)
We will consider refunds when the issue is on our side:
- We cannot deliver the license key / plugin / service result within 7 business days of payment, despite no fault on your end.
- A P0 bug cannot be resolved within 30 days of a valid report, preventing usage entirely.
- Billing error or duplicate charges on the same order.
Provide concrete evidence and submit within 30 days of the triggering event.
4. Mixed orders
When an order contains items of multiple types (e.g., Growth subscription + 100k credits + Aurius plugin), refunds are computed separately per type using each type's rules:
- Subscription portion → §1 (14-day window).
- Add-on / credits → §2 (7-day unused; balance refundable within 30 days).
- Plugin / one-off service → §3 (no refund after delivery).
If you request a full-order refund within 14 days and have not used any portion, the order may be fully refunded — please state this explicitly in your refund request.
5. Refund request process
- Email billing@acellemail.com with subject: "Refund request — Order #..."
- Include:
- Name + account email or order number
- Payment date + amount + payment method
- Reason (especially for requests outside the 14-day window)
- Supporting evidence (if any)
- Billing acknowledges within 1–2 business days.
- Eligibility review within 5 business days; result returned by email.
- If approved, the refund is returned through the same payment method, within 7–14 business days.
- Your SaaS account is deactivated when the refund is processed; the license key is revoked for any exceptional one-off refund.
6. Plan changes (upgrade / downgrade)
- Upgrade: Allowed at any time. The difference is prorated against the remaining time. New-tier benefits (plugins, quotas, support level…) apply immediately.
- Downgrade: Takes effect at the next billing cycle. No refund on the unused portion of the current cycle. Higher-tier benefits (tier-specific plugins, higher support level…) stop when the downgrade takes effect.
- Cancel: You retain access until the end of the paid cycle; no auto-renewal next cycle; no refund on unused time (except as in §1.2). Unused credits / add-ons do not automatically expire on cancellation — you may continue using them as long as the account is accessible.
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