Refund Policy
SMTPRoot transactional email platform
1. Overview
SMTPRoot offers a 7-Day Money-Back Guarantee on eligible first-time shared hosting purchases. This policy is designed to give you confidence when trying our services. Please read the conditions below carefully before requesting a refund.
2. Eligible Refunds
You may request a full refund within 7 days of the initial purchase if:
- This is your first-time purchase of a shared hosting plan with us
- The issue is due to a technical problem on our server that we cannot resolve
- The request is submitted within the 7-day window via a support ticket
Only one refund per customer is permitted. Multiple services, multiple accounts, or repeat purchases do not qualify.
3. Non-Refundable Items
The following are strictly non-refundable under any circumstances:
- Domain name registrations, renewals, and transfers — domain costs are incurred immediately with the registry and cannot be reversed
- SSL certificates — once issued, SSL certificates cannot be returned
- Reseller hosting plans
- VPS and dedicated server plans
- Add-ons, licenses, and third-party software
- Renewal payments — all renewals are non-refundable
- Plan upgrades or downgrades — customers are responsible for plan change decisions
- Setup fees (if applicable)
- Services where migration has been completed — a migration fee will be deducted if refund is requested after migration
4. Refunds Not Granted In These Cases
No refund will be issued if:
- Your account has been suspended or terminated for violation of our Terms of Service
- The issue is caused by your own content, scripts, plugins, or third-party software
- You already have an active product and ordered an additional product
- Our technical team has investigated and found no server-side issue
- The service was suspended due to non-payment or late payment
- The account was used for email abuse, spam, or policy violations
- Refund is requested after the 7-day window has passed
5. Free Domain Deduction
If your hosting plan included a free domain registration and you request a refund, the standard market price of the domain will be deducted from your refund amount. If the refund amount is less than the domain cost, you must either pay the difference to retain the domain or forfeit it.
6. Cancellation Policy
6.1 Customer-Initiated: You may cancel your service at any time from the client portal. If cancelled within an active term, service remains live until the end of the billing period. No prorated refunds for unused time.
6.2 Renewal Invoices: Renewal invoices are generated 14 days before the due date. If not paid by the due date, service is suspended. Service is permanently terminated 7 days after suspension if payment is still not received.
6.3 SMTPRoot-Initiated: If we cancel your service due to a policy violation, no refund will be provided under any circumstances.
7. How to Request a Refund
To request a refund, follow these steps:
- Log into your client area at smtproot.com
- Open a Billing support ticket within 7 days of purchase
- Include your Invoice Number and the reason for the refund
- Our billing team will review your request within 1–2 business days
Refund requests submitted via social media or phone will not be accepted. All requests must go through the official support ticket system for proper tracking.
8. Refund Processing Time
Approved refunds are credited back to the original payment method within 5–7 business days. Processing time may vary depending on your bank or Razorpay's processing schedule. SMTPRoot is not responsible for delays caused by banks or payment processors.
9. Chargebacks
If you initiate a chargeback or payment dispute with your bank before contacting us, your account will be immediately suspended pending investigation. We strongly encourage you to contact our billing team first — most issues can be resolved quickly and fairly without a chargeback.
10. Contact
For refund queries: support@smtproot.com
Open a billing ticket from your client dashboard for fastest response.
Last Updated: March 2026 | SMTPRoot — Telangana, India