Refund & renewal policy

Refunds

Full refund, no reason needed, before provisioning. Any time between paying and the address being created, ask and the payment is returned in full.

Full refund if the request cannot be fulfilled. If the username turns out to be taken, is on the reserved list, or the request is declined for any reason, the payment is returned in full without you having to ask.

Full refund if provisioning misses the stated time badly. If the address is not created within seven days of payment being verified, and the delay is not caused by something outstanding from you, you may ask for the payment back.

No refund after provisioning. Once the mailbox or subdomain exists the cost has been incurred, so the yearly fee is not refunded - but the service runs for the full year you paid for, and you can simply not renew.

No refund on suspension for abuse. An address suspended for breaching the acceptable use rules is not refunded. This is deliberate: the damage from spam sent on a shared domain is borne by everyone else holding an address on it.

Pro-rata refund if terms change. If the terms or this policy change in a way that affects you and you do not accept the change, you may cancel and be refunded for the unused part of the year.

How to ask

Write from the email address on your record, quoting your reference. Refunds go back to the UPI account the payment came from, normally within seven working days.

Renewals

Everything runs for one year from the date the address is created, and renewal is manual - there is no automatic charge and no stored payment method, so nothing is ever taken from you without you acting.

The reminder goes out 15 days before your renewal date, by email and, where a number was given, by WhatsApp. A second reminder goes out on the renewal date itself.

Renewal rates. You renew at the rate published at the time. Existing holders get at least 30 days' notice of any increase, and the increase never applies part-way through a year you have already paid for.

If you renew late, within the grace period, you pay the normal rate and the year runs from the original expiry date rather than from the payment.

Expiry, grace period and release

The timetable after a renewal date passes without payment:

• Day 0 - renewal date. Everything keeps working. A reminder is sent
• Days 1–30 - grace period. Mail is delivered and the subdomain resolves as normal. Renew at the normal rate at any point
• Day 30 - deactivation. The mailbox stops receiving and the subdomain stops resolving. Mailbox contents are retained
• Day 60 - mailbox contents deleted. Thirty days after deactivation, the stored mail is removed by the mail provider and cannot be recovered
• Day 90 - username released. The name becomes available for anyone else to request

Reinstating between day 30 and day 90 is possible: pay the year's fee and the address is restored, with any mail still held if you are inside day 60.

After day 90, if someone else has taken the name, it is gone. If nobody has, you can request it again as a new registration.

Before day 60, export your mail. If you are letting an Email Pro mailbox lapse, download it while the mailbox still exists. Once the provider deletes it there is no copy anywhere.

Transfers within a family

A username can be transferred to another member of the same household or family - a father passing an address to a son, or an address moved between siblings. Write from the email on the record, name the person it is going to, and the record is updated at no charge.

Transfers to unrelated people are not permitted, and usernames cannot be sold. A name registered in order to be traded is refused.

In the event of a holder's death, an immediate family member may ask for the address to be transferred to them, or deactivated. Either request is honoured on reasonable evidence of the relationship, without a fee.