Refund Policy
SMTPRoot transactional email platform
1. Overview
SMTPRoot is a transactional email platform. You send mail over SMTP or the REST API, and you may purchase email send credits, email verification credits, or a sending plan. This policy covers those paid email products. It does not cover web hosting, domains, SSL, VPS, or reseller hosting — SMTPRoot does not sell those services.
The free sending tier is free of charge. There is nothing to refund on unused free-tier volume.
2. Email send credits
Prepaid credits are consumed when a message is accepted for delivery (successful handoff to the sending path). Recipients rejected before send for syntax or suppression do not consume send credits.
You may request a refund of a credit purchase within 7 days of payment if no emails were sent against that purchase. Credits already used to send mail are not refunded, in whole or in part.
3. Email verification credits
Verification credits are consumed when a lookup completes (single or bulk). Completed checks are not refunded. Unused verification credits from a purchase may be refunded within 7 days of payment if no lookups were run against that purchase.
4. Sending plans and renewals
You may cancel a paid sending plan at any time from your dashboard. Access continues until the end of the paid period. We do not issue prorated refunds for unused days in the current period. Renewal payments are not refunded after the new period has started.
If a duplicate charge is captured in error, we refund the duplicate in full.
5. When we will refund
We will refund, or reverse unused prepaid credits, when:
- The purchase is unused (no sends, no verification lookups) and the request is made within 7 days
- Payment was captured twice, or charged after a failed checkout
- We could not provision SMTP or API sending on our side, and we cannot restore it in a reasonable time
6. When we will not refund
No refund is issued for:
- Credits or lookups already consumed
- Mail that bounced, landed in spam, or was rejected by the recipient’s mailbox provider after a successful send
- Failed delivery caused by your DNS, domain verification, From address, content, or recipient list
- Accounts suspended or terminated for spam, phishing, or other Terms of Service violations
- Requests made after the 7-day unused-credit window
- Free-tier volume
7. Cancellation
7.1 By you: Close or stop renewing the account from the dashboard. Unused prepaid credits stay on the account until they are used or refunded under this policy. They are not paid out as cash except as a refund of an unused purchase as described above.
7.2 By SMTPRoot: If we suspend or close the account for abuse or non-payment, remaining credits are forfeited and are not refunded.
8. How to request a refund
Email info@smtproot.com from the address on your SMTPRoot account. Include:
- Invoice or payment ID
- Whether the purchase was send credits, verification credits, or a plan
- A short reason
We review requests within 1–2 business days. Requests only via social media or phone are not processed.
9. Processing time
Approved refunds go back to the original payment method within 5–7 business days. Bank or Razorpay timing is outside our control. When a credit purchase is refunded, the matching unused credits are removed from the account.
10. Chargebacks
Open a dispute with your bank before writing to us and we will suspend sending on the account while we investigate. Contact info@smtproot.com first — unused purchases and duplicate charges are handled as refunds without a chargeback.
11. Contact
Refund questions: info@smtproot.com
Last Updated: October 2026