Refund & Cancellation Policy

Effective date: April 17, 2026 · Last updated: April 17, 2026

This Refund & Cancellation Policy ("Policy") applies to all subscriptions and purchases made on the MailSetu platform. Please read this Policy carefully before making a payment.

All prices are in Indian Rupees (INR) and are inclusive of 18% Goods and Services Tax (GST) unless stated otherwise. Payments are processed by Razorpay Software Private Limited.

1. Subscription Plans

MailSetu offers monthly subscription plans:

Free Plan: ₹0/month — 3,000 emails/month. No payment required.
Starter Plan: Monthly fee — 50,000 emails/month.
Growth Plan: Monthly fee — 250,000 emails/month.

Subscriptions are prepaid and billed at the start of each billing cycle. Your plan activates immediately upon successful payment confirmation from Razorpay.

2. Cancellation Policy

2.1 How to Cancel

You may cancel your subscription at any time by:

Visiting Dashboard → Billing → Cancel Subscription, or
Emailing billing@mailssetu.in from your registered email address.

Cancellation takes effect at the end of the current billing cycle. You will retain access to paid features until the end of the period you have already paid for. After that, your account will automatically revert to the Free Plan (3,000 emails/month).

2.2 No Partial-Period Credits

When you cancel, we do not provide pro-rated credits or refunds for any unused portion of the current billing period. For example, if you are billed on the 1st and cancel on the 15th, you retain access until the end of the month and are not credited for the remaining 16 days.

3. Refund Policy

3.1 General Rule

Due to the nature of digital services, all payments are non-refundable except in the specific circumstances listed below. We encourage you to evaluate the Free Plan thoroughly before upgrading.

3.2 Eligible Refund Scenarios

You are entitled to a full refund in the following circumstances:

Duplicate payment: You were charged twice for the same subscription cycle due to a technical or payment gateway error. We will refund the duplicate charge within 7 business days upon verification.
Service unavailability: The Service experienced downtime exceeding 72 consecutive hours in a single calendar month due to our fault (not third-party outages or force majeure). In this case, you may request a pro-rated refund for the affected period.
Unauthorised transaction: You did not authorise the payment and have reported the unauthorised transaction to us within 7 days of the charge and have also reported it to Razorpay and your bank.
Account terminated by us without cause: If we terminate your account without a legitimate reason (i.e., not for breach of the Terms or Acceptable Use Policy), we will refund a pro-rated amount for the unused portion of your current billing cycle.

3.3 Non-Refundable Scenarios

Refunds will not be issued in the following circumstances:

You changed your mind after subscribing.
You did not use the Service during the billing period.
Your account was suspended or terminated for violation of the Terms of Service or Acceptable Use Policy.
Email delivery failures caused by recipient server issues, spam filters, or DNS misconfiguration on your domain.
You exceeded sending limits and your emails were queued or dropped — upgrading mid-cycle is not eligible for retroactive refund of the previous plan.
Promotional or discounted subscriptions where the offer terms explicitly state no refunds.

4. How to Request a Refund

To request a refund, email billing@mailssetu.in with:

Subject: Refund Request — [Your registered email]
Your registered email address.
The Razorpay payment ID (found in your billing history or payment receipt).
A brief description of the reason for the refund request.

We will acknowledge your request within 2 business days and provide a resolution within 7 business days.

5. Refund Processing Timeline

Approved refunds are processed back to the original payment method via Razorpay. Typical timelines:

UPI: 1–3 business days.
Debit / Credit card: 5–10 business days (depending on your bank's processing time).
Net banking: 3–7 business days.
Wallets: 1–3 business days.

Refund timelines are subject to Razorpay's and your bank's processing schedules, which are outside our control.

6. Downgrade and Plan Changes

You may downgrade your plan at any time. The downgrade takes effect at the start of the next billing cycle. The current cycle's fee is not partially refunded.
You may upgrade your plan at any time. The new plan activates immediately, and you will be charged the new plan's monthly rate at your next billing cycle. No pro-rated charge is applied mid-cycle.

7. Failed Payments

If your payment fails, we will retry the charge once after 24 hours. If the retry also fails, your account will be downgraded to the Free Plan. Your email logs and templates will be preserved for 30 days; you can re-subscribe at any time to restore full access.

8. GST and Invoicing

A GST invoice is issued for every payment and sent to your registered email address.
Refunds are accompanied by a corresponding credit note as required under GST law.
If you have entered a GSTIN in your profile, the invoice will include your GSTIN for input tax credit purposes.

9. Disputes

If you are dissatisfied with our refund decision, you may escalate the matter to legal@mailssetu.in. We will endeavour to resolve all disputes amicably. If a resolution cannot be reached, the dispute shall be governed by the laws of India and subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.

You may also raise a dispute directly with Razorpay or your bank/card issuer. Please note that initiating a chargeback without first contacting us may result in account suspension.

10. Changes to This Policy

We reserve the right to modify this Policy at any time. Changes will be communicated via email and posted on this page with an updated effective date at least 14 days before taking effect. Continued use of the Service constitutes acceptance of the revised Policy.

11. Contact

Billing queries: billing@mailssetu.in
Legal: legal@mailssetu.in
Address: MailSetu, Mumbai, Maharashtra, India — 400001