Refund & Cancellation Policy

1. What you are paying for

There are three kinds of charge on RichSMTP, at the prices shown at checkout. They behave differently, so this policy treats them separately:

• The yearly subscription: platform access for twelve months, renewing annually until you cancel.
• Email credits: bought in advance and consumed only as you send. Credits never expire while your account is open.
• The dedicated IP add-on: charged per IP per year, renewing annually until you cancel renewal. Dedicated IP charges are non-refundable, before or after the IP is assigned. Cancelling renewal stops future charges; the IP stays active until the end of the paid year.

Enterprise agreements are quoted individually and governed by the contract signed for them, not by this page.

2. Cancelling

You can cancel the yearly subscription at any time from your dashboard, or by emailing support@richsmtp.com from your account address. There is no cancellation fee and no notice period.

Cancelling stops the next renewal. Your account stays active until the end of the year you have already paid for, and we do not delete your data or your unused credits the moment you cancel.

3. The 14-day refund window

If the service is not right for you, ask within 14 days of the charge and we will refund it in full. You do not need to give a reason. The exceptions are listed on this page.

This applies to:

• Your first yearly subscription payment.
• A credit purchase, to the extent the credits are unused (see section 4).

The 14-day window does not apply to the dedicated IP add-on: as stated in section 1 and at checkout, dedicated IP charges are non-refundable.

The window also does not apply to an account that has sent, or tried to send, spam or cold email. Those payments are not refunded; see section 6.

It is one refund window per customer per charge, not a way to use the service repeatedly for free. If you are a consumer in the EU or UK, this window is offered in addition to, and does not limit, any statutory right of withdrawal you may have.

4. Credits

Credits are refundable within the 14-day window in proportion to what you have not sent. For example, if you bought credits for 100,000 emails and have sent 20,000, we refund 80% of what you paid for that purchase.

Email that has been delivered cannot be un-sent, so consumed credits are not refundable. Outside the 14-day window credits are not refunded, but they never expire, so they remain on your account for as long as it is open.

5. Renewals

The yearly subscription and the dedicated IP add-on renew automatically so your sending does not stop unexpectedly. We email a receipt for every charge.

If a renewal charges you when you had meant to cancel, tell us within 14 days of that charge and we will refund it, provided you have not made significant use of the service in the new year. If you are not receiving our receipts, check the address on your account: an unread receipt is the usual reason a renewal comes as a surprise.

6. What is not refunded

• Credits already consumed: email that has been sent.
• Subscription years already delivered, beyond the window in section 3.
• Spam and cold email: any payment on an account that has sent, or tried to send, unsolicited email. Details below.
• Accounts suspended or terminated for any other breach of our sending rules, for example phishing, fraud, impersonation or malware. See sections 5 to 8 of the Terms and Conditions and the Acceptable Use & Anti-Spam Policy.
• Service-level credits under the uptime commitment, which are applied to future invoices rather than paid in cash.

Spam and cold email: no refund

RichSMTP is a permission-based service. Our Acceptable Use & Anti-Spam Policy says, before you pay, that we do not relay unsolicited email. If an account is used for it, nothing paid on that account is refunded (the subscription, unused credits and any add-on), and this applies inside the 14-day window too.

Unsolicited email here means:

• Cold email or cold outreach: mail to people who did not ask to hear from you, whatever the number of recipients.
• Mail to purchased, rented, scraped or harvested lists.
• Any other unsolicited bulk or commercial email.

The rule applies whether the mail was delivered, refused by our screening, held for review, or cancelled by you before it went out, and whether or not the account has been suspended. An attempt counts: the refund window is not a way to test whether such mail gets through.

If you believe we have classed your mail wrongly, reply to our email or write to support@richsmtp.com with evidence that the recipients asked to receive it. A person reviews every appeal, normally within two business days.

We do not withhold a refund because your mail performed poorly at a mailbox provider when the cause was your list or your content. We will tell you honestly which it was, and help you fix it.

7. How to request a refund

Email support@richsmtp.com from the address on your account with the date and amount of the charge. That is enough for us to find it.

We reply within 1 business day. Approved refunds go back to the original payment method within 5 business days, and your bank typically shows them 5 to 10 business days after that. We do not refund to a different card or account than the one charged.

8. Do not recognise a charge?

Charges for RichSMTP appear on your card or bank statement as RNS STAR, LLC, the company that operates this service. If that name is unfamiliar, that is why.

Please contact us before filing a dispute with your bank. A chargeback takes weeks and locks the money up for both of us; an email to us takes minutes. If the charge genuinely was not made by you, tell us and we will refund it and block that card from further use on our platform.

9. Contact

RNS STAR LLC, 99 Wall Street #112, New York, NY 10005, United States. Email support@richsmtp.com.