Refund and cancellation policy
How subscriptions are cancelled, how eligible refunds are calculated, and how requests are processed for YooKassa, Robokassa, and Cryptomus payments.
ContactsEligibility
For an initial prepaid plan purchase, a refund may be requested within 30 calendar days. Renewals may be refunded for the unused prepaid period from the verified request date. The free Sandbox plan has no refundable charge; Business refunds follow the signed order. Non-waivable consumer rights always remain in force.
Calculation
The starting amount is the payment actually received. Postline deducts the value of elapsed subscription time, consumed email volume or overage, and non-recoverable processor or blockchain network costs where permitted by law. Duplicate or technically erroneous charges are refunded in full after verification.
Request and timing
Write to billing@srs-postline.com from the account email and include the project ID, payment ID, payment date, provider, and reason. Postline normally decides a complete request within 3 business days. An approved refund is sent to the original payment method; bank, provider, or blockchain settlement may take a further 5–10 business days.
Limits and abuse
A refund may be refused for consumed service, spam, phishing, fraud, policy evasion, a conflicting chargeback, or an account suspended for a material Terms/AUP violation, except where applicable law requires otherwise. Cryptocurrency refunds require ownership and destination verification and can be reduced by an irrecoverable network fee.