Refund Policy

Effective Date: June 1, 2026     Last Updated: June 1, 2026

At SMTP Provider, we want you to be completely satisfied with our email marketing services. This Refund Policy explains our approach to refund requests for paid Subscription Plans.

1. Free Plan

Our Free Plan is available at no charge. As there are no fees associated with the Free Plan, no refunds are applicable.

2. Paid Plans — Monthly Subscriptions

For monthly subscription plans such as Starter, Pro, or Scale:

• We do not offer automatic refunds for partial months of service.
• If you cancel your subscription at any time, you will retain access to the paid plan until the end of your current billing period, after which your account will revert to the Free Plan.
• Refund requests for monthly plans are evaluated on a case-by-case basis and may be granted at our discretion for genuine technical failures attributable solely to our platform.

3. Annual Subscriptions

For annual subscription plans:

• You may request a full refund within 7 days of your initial annual subscription purchase if you are not satisfied with the Services and have sent fewer than 500 emails.
• After 7 days, we offer a prorated refund for the unused portion of your annual subscription if the cancellation is due to a documented technical issue on our part that we were unable to resolve within a reasonable timeframe.
• No prorated refund is available if you simply choose to discontinue use of the Services or switch to a competitor.

4. Eligibility Criteria

To be eligible for a refund, the following conditions must generally be met:

• The request is made within the timeframe described above.
• The reason for the refund is clearly stated and documented, such as screenshots of technical errors.
• The issue has been reported to our support team and we have been given a reasonable opportunity to resolve it, typically 72 hours for critical issues.
• The account has not been suspended or terminated for violations of our Terms of Service or Acceptable Use Policy.

5. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Change of mind or switching to another email marketing service.
• Failure to cancel before the next billing cycle.
• Dissatisfaction due to email deliverability issues caused by your sender reputation, your domain settings, or your subscribers' mail servers, as these are factors outside our control.
• Suspension or termination of your account due to violations of our Terms of Service or Anti-Spam Policy.
• Services that have been substantially used, such as large campaign volumes sent during the billing period.
• Requests made beyond the eligible refund period.

6. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at legal@smtpprovider.com with the subject line "Refund Request".
2. Include your store URL, account email, plan name, and a clear description of the issue.
3. Attach any relevant screenshots or documentation.
4. Our team will review your request and respond within 5 business days.

If your refund is approved, it will be processed through Shopify's billing system within 5–10 business days.

7. Contact Us

For questions about our Refund Policy, please reach out to:

• Email: legal@smtpprovider.com
• Phone: +91 8335850000
• Address: Unit No. 304, South City Businesspark, 770, Anandpur, Kolkata - 700107, West Bengal, India