Return and Refund Policy

1. What this policy covers

This policy covers payments for MailTrum’s hosted email subscriptions and additional mailbox capacity. MailTrum is a digital service: there are no physical goods to ship, return or exchange. A service-related refund concerns the payment for the affected subscription or capacity.

Read this policy together with our Terms and Conditions and Privacy Policy. The SSLCommerz provisions below apply to payments made through SSLCommerz when that option is available at checkout.

2. Refund requests and eligibility

Except where applicable law requires otherwise, refunds are available only for:

• Duplicate charges: the same purchase was successfully charged more than once. The duplicate payment is eligible for a refund.
• Incorrect charges: a verified billing error caused an incorrect charge. The amount charged in error is eligible for a refund.
• Service we cannot provide: you paid for a subscription or additional mailbox capacity that MailTrum cannot provide. The payment attributable to the service we cannot provide is eligible for a refund.

A change of mind, unused mailbox capacity, switching to another provider, cancellation or a mailbox quantity reduction does not by itself qualify for a refund. There is no general money-back or change-of-mind refund period.

We verify each request against the payment record and, where relevant, the service provided. Submitting a request does not automatically approve a refund. We will communicate the decision and, if approved, the amount and the subscription or charge it covers.

Nothing in this policy removes a refund, cancellation or other remedy you are entitled to under applicable law or the rules of your payment provider.

3. How to request a refund

Email contact@mailtrum.com from the email address registered to your MailTrum account, or use our Contact Us page and select “Plans and billing.” Include:

• Your account email and the affected domain or subscription.
• The invoice number or SSLCommerz transaction reference.
• The payment date, amount and currency.
• The reason for your request and relevant evidence, such as a duplicate-payment receipt or an activation error.

We may ask for additional information to verify the payment and your authority over the account. Never include a full card number, card security code, bank password, PIN, mailbox password or one-time authentication code.

4. SSLCommerz refunds and processing time

For an approved SSLCommerz payment refund, we initiate the refund through SSLCommerz against the original transaction. It is returned to the original payment method, subject to the bank or payment provider’s processing rules. We do not redirect a refund to an unrelated card, wallet or third-party account.

Allow 7–10 working days after the approved refund has been initiated for the credit to appear. Working days exclude weekends and banking or public holidays in Bangladesh. The receiving bank, card issuer or mobile financial service controls when the credit appears in your account; processing can take longer if it needs additional verification or encounters a delay.

We will confirm the approved amount and provide the refund reference when available. If the credit has not appeared after 10 working days, contact us with that reference so we can trace its status with SSLCommerz. An approval notice or “processing” status is not confirmation that your bank has already credited the money.

A partial refund, where approved, covers only the specified portion of the payment. A refund cannot exceed the amount successfully collected for the transaction, less any amount already refunded.

5. Pending, failed and duplicate payments

If your bank or wallet shows a debit but MailTrum shows the payment as pending or failed, contact us before paying again. We will check the transaction status. An unsuccessful payment may be reversed by the bank or payment provider rather than refunded by MailTrum, because a completed payment may not have reached us.

Send both transaction references if you believe you were charged twice. Do not assume that repeated confirmation emails or two browser attempts represent two settled payments; we need to reconcile the transaction records.

6. Cancellation, mailbox reductions and your data

You can manage cancellation and mailbox quantity changes in Billing. Cancellation normally stops renewal at the end of the current paid term. Cancellation and quantity reductions do not by themselves qualify for a refund or create a refund request; the eligibility rules above still apply. Deleting a mailbox does not itself reduce purchased capacity or refund a payment.

If a refund changes your paid coverage, we will tell you which service or capacity is affected and when access will end. Export the messages you need while you still have access. Any mailbox deletion you explicitly confirm, including deletion scheduled through a quantity reduction, is separate from the refund process and may be permanent.

7. Disputes and policy updates

Contact us if you disagree with a decision or need help tracing a payment. You may also use your bank or payment provider’s dispute process. If a chargeback is already open, tell us so the same payment is not handled twice through conflicting processes.

The date at the top identifies this version of the policy. Updates do not remove rights attached to an earlier purchase or rights that apply by law. For refund questions, email contact@mailtrum.com.