Refund Policy

1. Form of refund

All Mailcraft refunds are issued as a USDT credit to the Client's internal account balance. External refunds (to a bank card, crypto wallet, CryptoBot account, etc.) are not issued under any circumstances.

Funds on the balance can be spent on any Mailcraft service with no expiry. The balance cannot be withdrawn outside the Service.

By accepting the Public Offer the Client agrees that any refund is issued in the form described above and confirms that this is a proper method of refund for the purposes of the applicable law.

2. When refunds apply

Refunds are issued automatically if, due to a technical issue on the Service's side, an order was not delivered fully or in part. In that case the corresponding amount is credited to the Client's balance instantly, without a separate request. The Client receives an in-app notification and an email.

Refunds are also issued in the event of a duplicate payment for a single order, an erroneous deduction from the balance caused by a billing failure, or any other case where the service was not actually delivered.

If a mailbox stops working during its paid lifetime due to causes attributable to the Service (domain blocked by mail providers, mail loss), the Client is given an equivalent replacement on request or a partial refund to the balance proportional to the unused period.

3. When refunds do not apply

If the Client changes their mind after receiving the mailboxes and actually using them (at least one inbound message was received, or the mailbox was used to sign up for a third-party service).

If the mailbox was blocked by the third-party service the Client tried to sign up to for reasons outside Mailcraft's control (that service's policy on disposable email).

If the Client's account was suspended for breach of the Terms (spam, fraud, illegal activity). In this case the balance and unused mailboxes are not refunded.

If the mailbox lifetime has expired in accordance with the chosen tariff (30 days for Trial, 90 days for Standard).

4. Exceptional withdrawal by mutual agreement

In specific cases the Service is entitled to (but not obliged to) process a Client-requested withdrawal of funds from the internal balance to an external account belonging to the Client (USDT wallet, bank card, etc.). Such a withdrawal is an exception to the general policy and is not a Client right.

Requests are submitted via the Telegram support channel listed in the personal account. The request must specify the preferred method and recipient details, the amount and the reason. The Service makes a decision and notifies the Client within 5 business days.

Network fees (blockchain network fee, bank fee, currency conversion) are deducted from the withdrawn amount. Minimum exceptional withdrawal amount — 5 USDT. The Service may refuse a withdrawal without giving reasons — in that case the funds remain on the Client's balance in the original amount.

5. How to escalate a non-standard case

If the automatic balance refund did not fire, or the Client believes they are entitled to a refund outside the automatic flow, send an email to contact{'@'}mailcraft.org with the subject "Refund request". In the body include: the email address the account is registered to, the order or transaction ID, the date and amount of payment and the reason for the request.

Review time is up to 10 business days. Where the request is justified, the refund is credited to the account balance within 14 business days of confirmation.

6. Disputes and claims

If the Client disagrees with the outcome of a refund request, they may file a written claim to the same contact address. The response period for such a claim is 30 calendar days.

Disputes not settled out of court are heard in the courts of Ukraine under the applicable law.