Our promise
MailNexus sells digital credits that are consumed when you generate a server configuration. Because these credits unlock instantly, all sales are generally final. However, we want you to be satisfied — the policy below describes when refunds are available.
1. Unused Credits — 14-day window
If you have purchased a credit bundle and have not used any credits from it, you may request a full refund within 14 days of purchase.
2. Partially Used Bundles
Once a credit has been consumed (i.e. a server configuration has been generated), the bundle is considered used and is non-refundable. The remaining credits stay on your account and do not expire.
3. Service Failure
If a generated configuration fails due to a verifiable bug in MailNexus (not a VPS, network, or DNS provider issue on your side), we will issue a replacement credit at no charge.
4. Exclusions
Refunds are not available for:
- Email deliverability issues, IP blacklisting, or recipient rejection.
- VPS provider outages or misconfiguration outside our software.
- Accounts terminated for violation of our Terms of Service or Acceptable Use Policy.
- Chargebacks initiated without contacting us first.
5. How to Request
Email us via the contact page with your account email and order reference. Approved refunds are returned to the original payment method within 5–10 business days.