Refund Policy

1

Overview — Our Refund Philosophy

How we approach fairness in billing

At MailScan AI, we are committed to fair, transparent billing. We understand that purchasing decisions involve trust, and we want you to feel confident buying credits on our platform.

Our refund policy is designed around a simple principle: you should only pay for services you actually received and benefited from. Credits you purchase are stored in your account permanently — they never expire, so there is no pressure to use them by a deadline.

Because MailScan AI operates a pay-as-you-go credit system (not a recurring subscription), our refund conditions differ from subscription-based SaaS products. This policy explains exactly what is and isn't refundable, and how to get in touch if you have a billing issue.

2

Digital Service & Pay-As-You-Go Model

Understanding how credits work

MailScan AI is a purely digital service that delivers AI-powered email analysis in real time. There is no physical product to return and no subscription to cancel.

How the credit system works:

Purchase: You buy a credit pack (e.g., 1,000 credits for $5 or 10,000 credits for $19) as a one-time payment.
Usage: One credit is consumed per successful scan analysis. Credits are deducted only upon successful completion of an analysis.
No expiry: Unused credits remain valid for the lifetime of your account, regardless of how long you go between purchases.
No subscription: There is no recurring billing. You are in complete control — purchase more credits only when you need them.

By the nature of this digital, on-demand model, credit packs are treated as digital goods delivered immediately upon purchase. The moment a credit pack is added to your account, the digital service has been delivered. This is consistent with standard practice for digital goods under consumer protection laws in most jurisdictions.

3

What Is Not Refundable

Non-refundable items and conditions

The following are not eligible for a refund under standard conditions:

Consumed credits: Any credits that have been used to perform scan analyses. Once an analysis is successfully completed and a result is delivered to you, the credit for that scan is considered consumed and non-refundable, regardless of whether you agree with the AI's verdict.
Unused credits — change of mind: If you purchased a credit pack but later decide you no longer wish to use the service, unused credits are generally non-refundable. We encourage new users to start with our free tier (3 free scans) before purchasing.
Dissatisfaction with AI results: Refunds are not issued solely because you disagree with or dislike an individual analysis result. AI threat detection is probabilistic in nature, and our Terms of Service make clear that MailScan AI is a decision-support tool, not a guarantee.
Voluntary account termination: If you choose to delete your account, remaining unused credits are forfeited and are not eligible for a cash refund unless otherwise required by applicable law.
Accounts terminated for violation of Terms: Accounts suspended or terminated due to abuse, fraud, or violation of our Terms of Service are not eligible for refunds.
Free credits: Complimentary credits granted upon registration are not redeemable for cash and cannot be refunded.

4

When Refunds Are Available

Qualifying refund scenarios

We will issue a full or partial refund in the following circumstances:

Technical Failures

If our platform experiences a technical failure that causes credits to be incorrectly deducted without delivering a valid analysis result, we will:

Restore the deducted credits to your account, or
Issue a monetary refund for the value of those credits if restoration is not possible.

Technical failures include: server errors (5xx responses), AI provider outages that prevent result delivery, billing processing errors, or duplicate charges caused by a platform bug.

Duplicate Purchases

If you are charged more than once for the same credit pack due to a payment processing error on our side, we will refund the duplicate charge in full within 5 business days of verification.

Unauthorised Charges

If you believe your account was charged without your authorisation (e.g., due to a compromised account), contact us immediately at billing@mailscan.ai. We will investigate and issue a refund if the charge is confirmed as unauthorised, provided the credits have not been consumed.

Extended Service Downtime

In the rare event that a verified, prolonged service outage (exceeding 72 continuous hours) prevents you from using purchased credits during a critical period, we will evaluate refund or credit restoration requests on a case-by-case basis with goodwill.

EU/UK Consumer Rights Exception

Users in the European Union or United Kingdom may be entitled to a 14-day "cooling-off" withdrawal right under applicable consumer protection law (EU Consumer Rights Directive / UK Consumer Contracts Regulations). However, by purchasing a credit pack and having those credits added to your account, you acknowledge that the digital service has been fully delivered, and you expressly consent to waive your right of withdrawal — as permitted by law — by beginning to use the credits. If you have not used any credits within 14 days of purchase, you may request a full refund by contacting us within that 14-day window.

5

How to Request a Refund

Step-by-step refund request process

To request a refund, follow these steps:

Step 1 — Email us: Send a refund request to billing@mailscan.ai from the email address associated with your MailScan AI account.
Step 2 — Include details: Provide your account email, the date of the charge, the approximate transaction amount, your Stripe payment reference (if available), and a clear description of the issue (e.g., "double charged", "technical failure — scan error", "credits not added after payment").
Step 3 — Wait for confirmation: We will acknowledge your request within 2 business days and provide an update within 7 business days.
Step 4 — Resolution: If your refund is approved, we will process it to your original payment method. If we cannot issue a monetary refund, we will restore credits to your account as an alternative.

Please do not file a chargeback with your bank or credit card provider before contacting us first. We are committed to resolving all valid billing issues fairly and promptly.

6

Refund Processing & Timeline

How and when refunds are issued

Once a refund is approved, here is what you can expect:

Processing time: Approved refunds are submitted to Stripe within 2 business days of approval.
Bank processing: Once submitted, it typically takes 5–10 business days for the refund to appear on your card or bank statement, depending on your financial institution.
Method: Refunds are always returned to the original payment method. We cannot issue refunds to a different card or bank account.
Currency: Refunds are processed in the same currency as the original charge (USD unless otherwise agreed).
Partial refunds: In cases where only a portion of a credit pack was consumed, we may issue a partial refund proportional to the unused credits, at our discretion.

You will receive an email confirmation when your refund has been submitted. If your refund does not appear within 10 business days of our confirmation, please contact both your bank and us at billing@mailscan.ai.

7

Disputed Charges & Chargebacks

How to handle payment disputes properly

We strongly encourage you to contact us at billing@mailscan.ai before initiating a chargeback or payment dispute with your bank or card provider.

We have a very high resolution rate for legitimate billing issues when contacted directly, and we can typically resolve disputes within 7 business days — much faster than the formal chargeback process.

Initiating a chargeback without first contacting us may result in:

Immediate suspension of your account pending investigation.
Additional processing fees that we may pass on to you (as permitted by law) if the chargeback is found to be fraudulent or unjustified.
Permanent termination of your account in cases of deliberate chargeback abuse.

If you have already filed a chargeback and wish to resolve the matter directly, please still contact us at billing@mailscan.ai — we are happy to work with you to find a fair resolution.

8

Consumer Rights

Your statutory rights are not affected

Nothing in this Refund Policy limits or waives any rights you may have under applicable consumer protection legislation. This includes but is not limited to:

European Union: EU Consumer Rights Directive (2011/83/EU), applicable national consumer protection laws.
United Kingdom: Consumer Rights Act 2015, Consumer Contracts Regulations 2013.
United States (California): California Consumer Protection Laws and California Business & Professions Code.
Australia: Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.

If you are a consumer in a jurisdiction that provides mandatory refund rights not covered by this policy, those rights take precedence over and supplement this policy. Please contact us to discuss your specific situation.

9

Changes to This Policy

How we handle policy updates

We may update this Refund Policy from time to time. When material changes are made, we will:

Update the "Last updated" date at the top of this page.
Notify registered users by email at least 14 days before changes take effect.
Display a prominent notice on our platform.

Changes to our Refund Policy will not affect credits purchased before the effective date of the change. If you disagree with an updated policy, you may use your remaining credits before the effective date or contact us to discuss your options.

10

Contact Us

Billing questions and refund requests

For refund requests, billing questions, or any concerns about a charge, please contact our billing team. We aim to respond to all billing enquiries within 2 business days.

Billing & refunds

billing@mailscan.ai

Response time

Within 2 business days

Not sure if you qualify?

Just reach out — we'll review your case and do our best to help.

Contact Billing

No Refund on Used Credits

Credits Never Expire

Refunds for Technical Failures