Delivery Policy
Last updated: May 29, 2026
AcelleMail is a digital software product. Delivery is performed entirely through electronic channels — no physical goods ship. This policy defines the moment of delivery, delivery method, and each party's responsibilities for both product models.
1. "Delivery complete" definition
Delivery is considered complete at the moment:
- Subscription (SaaS / cloud-hosted): Your account is activated and you can sign in at acellemail.com.
- Perpetual license (one-off / self-hosted): The license key and source-code download link are sent to your registered email.
Once delivery is complete, you are deemed to have received the product and we have fulfilled our delivery obligation under the contract.
2. Delivery timing
| Product | Delivery time | Method |
|---|
| Free / Trial | Instant (≤ 5 minutes after signup) | Activation email + dashboard access |
| SaaS paid (international cards / PayPal) | Instant (≤ 15 minutes) | Email + dashboard access |
| SaaS paid (Vietnam domestic bank transfer) | ≤ 24 business hours after we confirm receipt of funds | Email + dashboard access |
| Perpetual license (self-hosted) | ≤ 7 business days after payment success | Email with license key + source download link + install guide |
| Add-on / Credit pack on an active subscription | Instant (≤ 5 minutes) | Credit / quota added to your account; email notification |
| Standalone premium plugin (one-off) | Instant (≤ 15 minutes) | Plugin activated on your account; instructions emailed |
| Custom service (custom dev, migration, training) | Per order agreement | Delivered per agreed milestones |
| Enterprise / custom contract | Per contract | Email + onboarding call + direct handover |
3. Delivery fees
All delivery methods are free of charge. There are no shipping, handling, or activation fees beyond the plan price advertised on the Pricing page.
4. Post-delivery inspection
Once delivery is complete, you should immediately verify:
- You can sign in to your account (subscription) or download the source and activate the license key (one-off).
- The plan and features have been activated correctly per your order.
- Invoice details (if requested) are correct.
Any delivery-related issue must be raised with us within 7 days of the moment of delivery.
5. Failed delivery
If you have paid successfully but did not receive your account or license key within the windows above, contact us immediately:
We will verify and complete delivery within 24 business hours of receiving a valid report. If the failure is on our side, you have the right to request a refund under the Refund Policy.
6. Important notes
- Activation emails / license keys go to the email you registered at purchase. Please check Spam/Promotions before reporting.
- The one-off (self-hosted) plan price does not include installation service. You install yourself per the Knowledge Base, or hire installation as a separate service (quote on request).
- Once you have signed in to the SaaS account or downloaded the one-off source, delivery is complete and the terms of the Refund Policy apply.
7. Contact
