PostFend Refund & Cancellation Policy
This Policy forms part of the PostFend Terms of Service. If you are a Consumer, your statutory rights (s.5) always prevail over anything else in this Policy or the Terms.
1. Cancel anytime
You can cancel at any time, in two ways:
- Settings → Billing → Cancel subscription; or
- emailing [email protected] from the account owner's address.
Cancellation turns off auto-renewal. Your Service continues to the end of the current paid Term and is not renewed. We confirm every cancellation by email, with the date the Service ends. Keep that email as your proof of cancellation.
2. Monthly subscriptions
- No refunds or credits for partial months, unless s.4 or s.5 applies.
- After cancellation you keep access until the end of the month already paid for.
3. Yearly (annual) subscriptions
Online yearly billing is a 12-month Term at 15% off 12 times the monthly Plan and add-on prices. The same rules apply to a yearly Term in a signed Enterprise agreement, unless that agreement says otherwise. The 14-day 100% refund and the after-window no-refund rule in this s.3 apply to both Business Customers and Consumers. Statutory cancellation rights in s.5 are additional for Consumers and prevail over this s.3.
- Cooling-off refund: if you cancel within 14 days after the first charge of a new yearly subscription, or after a yearly renewal charge, we refund 100% of that charge, including taxes.
- After that window, yearly fees are non-refundable, unless s.4 or s.5 applies. You may still cancel at any time. You keep the Service to the end of the paid Term, and the subscription is not renewed.
- Extra-mailbox and extra-domain add-ons added during a Term are charged pro-rata for the rest of the current Term. Removals take effect at renewal. A yearly mailbox or domain add-on charge is refunded in full if you cancel that add-on, or the subscription, within 14 days after the add-on charge. After that window, the add-on fee is non-refundable for the rest of the paid Term, unless s.4 or s.5 applies.
- Switching from yearly to monthly billing takes effect at the next renewal.
4. When we refund regardless
- We terminate for convenience, or discontinue the Service: pro-rata refund of prepaid fees.
- You reject a material change to the Terms or a price change before it takes effect: pro-rata refund of prepaid fees, or no charge at the new price.
- Billing error or duplicate charge: full refund of the incorrect amount.
- Covered Plans (paid Professional, Business and Enterprise, unless a signed Enterprise agreement states different terms): SLA service credits are issued as described in the SLA. Credits are not cash refunds unless the SLA says otherwise. Best-Effort Plans (Lite, Team, and free accounts) do not receive service credits.
5. Consumer statutory cancellation rights (Alberta)
If you are a Consumer, meaning an individual subscribing mainly for personal, family or household use, and your contract is an Internet sales contract under Alberta's Internet Sales Contract Regulation, Alta Reg 81/2001 (a consumer transaction formed by text-based Internet communications in which the consideration for the goods or services exceeds $50: see s.1(d) of the Regulation), you may cancel:
- (a) at any time from the date of the contract until 7 days after you receive your copy of the contract, if we did not disclose the required information or did not give you an express opportunity to accept or decline the contract and correct errors before it was formed;
- (b) within 30 days after the contract is entered into, if we did not give you a copy of the contract within 15 days; and
- (c) in any other circumstance the Consumer Protection Act, the Regulation or other law allows. This includes, for example, the right to cancel before services begin under the Regulation, and remedies for unfair practices.
To cancel under this section, notify us by any method that lets you prove notice was given, for example email to [email protected] or the in-app cancel button. We refund all amounts paid under the contract within 15 days of your cancellation. Consumers outside Alberta may have more rights under their local law.
6. If a renewal payment is declined
If a renewal payment is declined, we email you right away and we freeze the account within 24 hours. While it is frozen, filtering and portal access are suspended except for billing, and incoming mail is held, not delivered. If payment then succeeds, we deliver the held mail. If the account is still unpaid 5 days after the freeze, we return held mail and new incoming mail to the sender (bounce it). If it is still unpaid, we may terminate the account 30 days after the freeze. After termination, the export and deletion windows in the Terms (s.18) apply. See Terms s.7.
7. How refunds are paid
Refunds go to the original payment method, in CAD, including the taxes charged. They are issued within 10 business days of approval, and within 15 days for Consumer statutory refunds. Your bank may take longer to post them.
8. Chargebacks
- Please contact [email protected] before disputing a charge with your card issuer. We aim to resolve billing issues within 5 business days.
- If you file a chargeback, we may suspend the account until it is resolved. We will give the card issuer our records, including the order, consent, usage and cancellation records. We may restrict the account if a chargeback is filed for a charge you validly authorized.
- If a chargeback is decided in our favour, the amount remains payable. If it is decided in yours, the related subscription period ends.
- Nothing in this section limits a Consumer's right under the Internet Sales Contract Regulation to ask their credit-card issuer to reverse a charge when a refund owed after a valid cancellation is not paid.
9. Contact
2758188 Alberta Ltd., operating as PostFend. Contact us at [email protected].