Refund and Cancellation Policy
This policy applies to every paid mailQA plan sold by KAPTIVA SOLUTIONS LLC ("we", "us"). It is part of the Terms of Service. Payments are processed by Stripe, and every refund described here is made by Stripe to the payment method that was charged.
How subscriptions work
Every mailQA plan is a subscription, billed in advance for a month or a year, that renews automatically at the end of each period until it is cancelled. Renewal charges the payment method on file for the organization. Only an organization owner can subscribe, change or cancel a plan.
Free trial
An organization's first subscription starts with a free trial of the length shown at checkout, currently 14 days. A payment method is added when the trial starts, and the Service works on the full plan from the first minute. Nothing is charged until the trial ends; the first charge is made on the day it does, for the plan and billing period chosen at checkout, and renews from there as described above. Cancel from the billing portal before the trial ends and no payment is taken. The trial is offered once per organization: a subscription started after a previous one has ended is billed from its first day.
Cancelling
You can cancel at any time from the billing portal linked in the dashboard. Cancellation takes effect at the end of the current billing period: the Service keeps working until then, and nothing further is charged. After that the organization stops accepting mail, and captured messages continue to expire on their normal retention schedule. Cancelling a subscription does not delete your account or organization; to delete those, see the Privacy Policy.
Refunds
Fees are paid in advance and, apart from the cases below, are non-refundable.
- First 14 days. If the plan turns out not to be right for you, email support@mailqa.io within 14 days of the first payment your organization makes to us, and we will refund it in full. This applies once per organization, to its first purchase, and provided the plan has not been used in breach of the Acceptable Use Policy.
- Our fault. If the Service was unavailable for a significant part of a billing period for reasons within our control, or if we discontinue the Service, we refund the unused part of the period on a pro-rata basis.
- Mistakes. A duplicate charge, or a charge made in error, is refunded in full.
We do not refund the remainder of a period after you cancel part-way through it, capacity you did not use, or fees for a subscription terminated for breach of the Terms of Service.
Refunds are made to the original payment method, and usually appear within five to ten business days depending on your bank.
Changing plan
You can move between plans, and between monthly and annual billing, at any time from the dashboard. Stripe prorates the change: unused time on the current plan is credited against the price of the new one, and the new limits apply as soon as the subscription changes.
Failed payments
If a renewal charge fails, Stripe retries it over the following days and emails you. The Service keeps capturing mail while it does. If payment is still not collected, the subscription lapses and the organization stops accepting mail. Updating the payment method in the billing portal resumes it.
Disputes
If you believe a charge is wrong, contact us at support@mailqa.io before disputing it with your bank. We resolve billing questions quickly, and a chargeback opened without contacting us may result in the subscription being suspended while it is investigated.