Refund Policy

01Overview

Mailroom is supplied as digital software and related digital services.

Because Mailroom includes immediate digital access, refund and cancellation rights depend on:

• whether the purchase was made as a consumer or business user;
• whether applicable law gives the buyer a cooling-off or withdrawal right;
• whether supply started immediately at the buyer's request; and
• whether the product was faulty, misdescribed, or materially used.

02Free trial first

Mailroom may offer a free trial before purchase so users can evaluate the product before buying.

The free trial is intended to give users a genuine chance to assess whether Mailroom is suitable before committing to a paid plan.

03Cooling-off and cancellation rights

If the buyer is a consumer, local law may provide a limited cancellation or cooling-off period for online purchases.

For digital content and digital services, those rights may be reduced or lost once supply begins immediately at the buyer's express request and with the required acknowledgement, where local law allows that result.

For that reason, Mailroom may ask the buyer at checkout to confirm that they want immediate access and understand that this may affect cancellation rights.

If the buyer does not give that confirmation where it is required, Mailroom may delay activation until the applicable cooling-off period ends or use another legally compliant approach.

04Change-of-mind refunds

Except where applicable law requires otherwise, Mailroom does not offer refunds for simple change-of-mind purchases once:

• paid access has been activated;
• the paid entitlement has been applied to the purchase;
• the product has been materially used; or
• the buyer requested immediate digital supply and lost or reduced any applicable cancellation right under local law.

This policy exists because Mailroom is digital software delivered immediately after purchase and may begin providing paid functionality at once.

05Faulty, misdescribed, or unavailable product

If Mailroom is faulty, not as described, not supplied with the required rights, or not provided with the standard required by applicable consumer law, the buyer may be entitled to an appropriate remedy such as repair, replacement, re-performance, price reduction, or refund, depending on the circumstances and the law that applies.

Where the law allows, Mailroom may first attempt to fix, replace, or re-perform the affected part of the service before issuing a refund.

A refund will not normally be granted solely because the buyer expected to recover more mailbox space than was actually available if the product worked as described.

06Meaningful use and service-consumption evidence

To assess refund requests, Mailroom may use objective service records showing whether the paid product was supplied, activated, or materially used.

These records may include:

• purchase and activation records;
• entitlement validation records;
• mailbox-capacity allocation records;
• scan authorisation or re-scan authorisation records;
• delete authorisation records;
• reclaimed-space measurements;
• processed-volume or usage-meter records; and
• related technical records reasonably required to determine whether paid functionality was made available and used.

Mailroom may rely on these records for refund decisions, fraud checks, abuse reviews, and chargeback responses.

Mailroom does not need to inspect email body content in order to rely on service-consumption records for refund or dispute purposes.

07When a refund may be refused

Subject to statutory rights and mandatory local law, a refund request may be refused where objective records show that:

• the purchase was validly supplied;
• the buyer requested immediate access where relevant;
• paid functionality was activated or materially used; and
• the request is based only on a change of mind, a later preference change, or dissatisfaction with the amount of removable mail found.

A refund may also be refused where Mailroom reasonably believes the request is fraudulent, abusive, duplicative, or connected with attempts to evade licence, plan, trial, billing, or technical controls, subject to applicable law.

08How to request a refund

Refund requests should be sent to the support contact published on the Mailroom website.

The request should include enough information for Mailroom to identify the purchase and assess the issue, such as:

• the buyer's email address;
• order or payment reference;
• approximate purchase date;
• the reason for the request; and
• any relevant screenshots or error details.

Submitting a refund request does not guarantee that a refund will be issued.

09Refund timing

If Mailroom agrees that a refund is due, it will normally be returned to the original payment method used at checkout.

Where law sets a refund timetable, Mailroom will aim to comply with that timetable. In other cases, Mailroom will aim to process approved refunds within a reasonable time.

10Chargebacks and disputes

Before opening a chargeback, buyers should contact Mailroom support to allow the issue to be reviewed.

If a payment dispute or chargeback is raised, Mailroom may rely on purchase records, service-consumption records, entitlement logs, and related technical evidence when responding to the payment provider.

Fraudulent or abusive chargebacks may result in suspension, refusal of future purchases, revocation of access where permitted, or other protective measures consistent with applicable law.

11Business purchases

If the buyer is purchasing Mailroom for business use and is not buying as a consumer, statutory consumer cancellation rights may not apply.

Business purchases are generally non-refundable once supplied, except where required by contract or law.

12Contact

Questions about this policy or refund requests should be sent to support@mailroomclean.com. For general enquiries, email contact@mailroomclean.com.