Refunds and cancellation
Cancelling takes one click, unused days are refunded pro rata and your statutory rights under Australian Consumer Law sit underneath all of it. The detail is below.
Cancelling
Cancelling is one button in your account settings. There is no retention screen, no offer to stay, no phone call and no form. You confirm once and it is done.
When you cancel we show you, on that screen, the exact date your access ends and what happens to your data.
What happens to your mail
- Your plan keeps working until the end of the period you have already paid for.
- You can export a copy of your mail at any time, free of charge.
- Cancelling deletes nothing. After that date, sending from the account pauses; your mailboxes stay reachable and keep receiving mail, and your mail stays readable and exportable. Erasing it is your own action: delete a mailbox from your admin console, or close the whole account with “Close account” on your account page — see the Privacy Policy, section 5.
- We do not hold your data hostage to a payment dispute, and we do not charge a fee to release it.
Free accounts
The Personal plan is free, so there is nothing to refund. You can close it whenever you like and the same export and deletion rules apply.
Cancel mid-month and you get the unused days back
Refunds are pro rata. If you cancel partway through a month we refund the days you paid for and did not use, calculated from the date you cancel to the end of that billing period.
There is no cancellation fee, no minimum term and no requirement to explain why. The refund is issued to the card that paid at the moment you cancel; if it cannot be issued automatically for any reason, we process it by hand within 5 business days. How quickly it then appears on your statement is your bank's timeline, not something we control once it leaves us.
Your rights under Australian Consumer Law
Our service comes with guarantees that cannot be excluded under the Australian Consumer Law. In short: the service must be provided with due care and skill, be fit for the purpose we described, and match the description we gave it.
If we fail one of those guarantees you are entitled to a remedy. For a major failure you may cancel and seek a refund, or seek compensation for a drop in value. For a failure that is not major, we are entitled to fix the problem within a reasonable time; if we do not, you may cancel and seek a refund.
These rights apply regardless of anything written above or in our Terms of Service.
How to raise it
Email [email protected]. We aim to acknowledge within two business days. If you are not satisfied with our response you may take the matter to the ACCC or to your state or territory consumer protection agency.