Refund and Cancellation Policy

This policy explains how refunds and cancellations work for the consultancy services and the subscription tools provided by Postbox Consultancy Services (OPC) Private Limited ("Postbox Consultancy Services," "we," "our," or "us"). It should be read alongside our Terms and Conditions. By purchasing our services or subscribing to our tools, you agree to this policy.

1. Our general position

As a rule, all sales are final and fees are non-refundable. There are two honest reasons for this, rather than it being an arbitrary restriction:

• Our consultancy work is bespoke and time-based. Once we begin, the value, our time and expertise, has already been delivered and cannot be returned.
• Our subscription tools offer a free tier and free checks, so you can evaluate the service thoroughly before you ever pay. We would rather you test first than pay and ask for money back.

That said, we are a small, reputation-led business, and the specific situations below are the ones where we do act on a refund. Nothing in this policy removes any rights you may have under applicable consumer-protection law.

2. Consultancy engagements

This covers deliverability audits, email authentication setup (SPF, DKIM, DMARC, BIMI), cold email infrastructure, mailbox warmup, list cleaning, and ongoing advisory work.

• Work already performed is non-refundable. If an engagement is ended early, you remain responsible for fees for work completed up to that point, as set out in our Terms.
• Before work begins, if you cancel a booked engagement that has not yet started, any advance paid is refundable less any third-party costs already incurred on your behalf and a reasonable charge for time already spent scoping the work.
• If we fail to deliver the agreed scope, and cannot put it right within a reasonable time, we will refund the portion of the fee corresponding to the undelivered work. We would always rather fix the problem first.

3. Subscription tools

This covers our paid subscription products, such as the Postbox Deliverability Command platform and our monitoring tools.

• Cancel any time. You can cancel a subscription whenever you like. Cancellation stops future renewals; you keep access until the end of the period you have already paid for.
• No partial-period refunds. We do not refund the unused part of a current billing period after it has started. Because a free tier lets you evaluate the service first, we ask you to decide before you pay, not after.
• Annual plans follow the same principle: cancelling stops the next renewal but does not refund the current term, except in the specific cases below.

4. When we do issue a refund

Regardless of the above, we will refund promptly in these cases:

• Duplicate or accidental charge - you were billed twice, or charged after a cancellation took effect.
• Proven billing error - you were charged the wrong amount or for a plan you did not select.
• Material unavailability - a paid feature you were charged for was substantially unavailable for a sustained period and we could not resolve it.

Please raise these within 7 days of the charge so we can verify and correct them quickly.

5. How to request a refund

Email us at [email protected] from the address on the account, with your invoice or transaction reference and a short description of the issue. We aim to respond within three business days, and to process any approved refund to your original payment method within a reasonable time after that (payment-provider timelines then apply).

6. Chargebacks

If you believe a charge is wrong, please contact us first: we can almost always resolve it faster than a bank dispute. Raising a chargeback without contacting us may lead to suspension of the related service while the dispute is investigated.

7. Your statutory rights

Nothing in this policy limits any non-waivable rights you have under the consumer-protection laws that apply to you, including, where applicable, the Consumer Protection Act, 2019 in India. Where such a right conflicts with anything above, that right prevails.

8. Changes to this policy

We may update this policy from time to time. The version in effect when you make a purchase or start a subscription is the one that applies to that transaction. Questions? Write to [email protected].