Refund Policy

Last Updated: April 4, 2026

All payments for Email Marketing Pro are processed by Paddle, which acts as our Merchant of Record. This means that when you make a purchase, you are buying from Paddle, and Paddle handles all billing, invoicing, sales tax, and refund processing on our behalf. This Refund Policy explains how refunds work for our different billing models.

01 Paddle as Merchant of Record

Paddle is the authorized reseller and Merchant of Record for all Email Marketing Pro purchases. This means:

  • check_circle Paddle processes all payments, issues invoices, and handles applicable sales tax and VAT.
  • check_circle Refund requests are submitted to and processed by Paddle.
  • check_circle Your payment details are handled entirely by Paddle and are never stored on our servers.
  • check_circle By completing a purchase, you also agree to Paddle's Buyer Terms.

02 Credit Pack Refunds (Prepaid)

Email credits are digital goods that are delivered to your account immediately upon purchase. Because credits are available for use right away:

Unused Credits

If you have not used any of the credits from a purchase, you may request a full refund within 14 days of the transaction date.

Partially Used Credits

If you have used some credits from a purchase, we may issue a partial refund for the unused portion at our discretion, provided the request is made within 14 days of purchase.

Fully Used Credits

Credits that have been used to send emails are non-refundable, as the email delivery service has already been performed.

By purchasing credits, you consent to immediate delivery of the digital content and acknowledge that you lose your right of withdrawal once credits are added to your account, except as stated above.

04 Service Issues & Exceptions

We may issue refunds or credit adjustments outside the standard policy in the following circumstances:

Platform Outages

If a service disruption on our end causes campaign delivery failures, we will credit the affected email credits back to your account.

Duplicate Charges

If you are charged more than once for the same purchase due to a processing error, we will refund the duplicate amount in full.

Unauthorized Transactions

If your account is compromised and unauthorized purchases are made, contact us immediately. We will work with Paddle to investigate and reverse fraudulent charges.

05 What Is Not Refundable

cancel Used email credits. Credits consumed by sending emails (including emails that bounced) are non-refundable, as the delivery attempt was made.
cancel Account suspension due to policy violations. If your account is suspended for violating our Terms of Service or Acceptable Use Policy, remaining credits are not eligible for refund.
cancel Requests after 60 days. In accordance with Paddle's policies, refund requests received more than 60 days after the transaction date cannot be processed.
cancel Bonus credits. Credits received as bonuses or promotional offers are not eligible for monetary refund.

06 How to Request a Refund

To request a refund, follow these steps:

1

Contact Our Support

Email us at support@marketingpro.email with your account email, the transaction ID or invoice number, and the reason for your request.

2

We Review Your Request

We will review your request and respond within 5 business days. We may ask for additional information to verify the request.

3

Paddle Processes the Refund

If approved, the refund is submitted to Paddle for processing. Refunds are returned to your original payment method and typically take 5–10 business days to appear on your statement.

07 Your Consumer Rights

Nothing in this Refund Policy affects your statutory consumer rights. If you are located in the European Union, United Kingdom, or another jurisdiction with mandatory consumer protection laws:

  • check_circle You have the right to a refund if the service is not as described, faulty, or not fit for purpose.
  • check_circle For digital content delivered immediately, you acknowledge that you lose your right of withdrawal once the digital content (email credits) has been delivered to your account, in accordance with applicable consumer protection regulations.
  • check_circle Your statutory rights under local consumer protection laws take precedence over this policy where applicable.

08 Chargebacks & Disputes

We encourage you to contact us before initiating a chargeback or payment dispute with your bank or payment provider. Chargebacks incur processing fees and may result in your account being suspended pending investigation. We are committed to resolving billing issues quickly and fairly in most cases, contacting our support team directly will lead to a faster resolution.

09 Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Refund requests will be handled under the policy that was in effect at the time of the original purchase.

10 Contact Us

For refund requests or billing questions, please contact us at support@marketingpro.email.