Refund Policy

1. General Policy

NorthHorizonMails operates on a month-to-month, no-contract basis. We believe in fair and transparent billing. This policy explains when refunds are available, how to request them, and what timelines to expect.

All fees are charged in USD via Stripe. Refunds, where applicable, are issued back to the original payment method.

2. Cancellation

You may cancel your subscription at any time by contacting us at Contact Email. There is no cancellation fee and no long-term commitment.

When you cancel:

• Your service remains active through the end of the current billing period.
• You will not be charged for the following period.
• No partial refund is issued for unused days within a paid period.
• Your inbox credentials will be decommissioned at the end of the billing period.

We recommend cancelling at least 5 business days before your next renewal date to ensure the cancellation is processed in time.

3. Deliverability Guarantee Refund

The Deliverability Guarantee is an optional one-time $5/domain add-on, available on orders of 6 or more domains, that entitles you to a 50% refund on the subscription fees we charged if our infrastructure fails to deliver to the primary inbox during week 3 after you follow the required system.

What qualifies

• You have purchased the Deliverability Guarantee add-on for the affected domains
• You used NorthHorizonMails verified domains (not third-party domains)
• You completed a full 2-week warmup using our recommended settings
• You launched your campaign in week 3 (not before)
• You stayed within the suggested daily sending limits
• Your email copy does not contain spam trigger words
• You can demonstrate inbox placement failure using a standard testing tool (e.g., GlockApps)
• Your claim is submitted during week 3, after all guarantee criteria have been met

What the refund covers

The refund is 50% of the subscription fees we charged for the affected domains. It does not cover setup fees or the Guarantee add-on fee itself.

Example calculation

If you have 10 domains on Premium ($69/domain every 4 weeks) and all 10 qualify for a claim: the subscription fees charged are $690. The refund is 50% = $345.

For full conditions and the claims process, see the Guarantee page.

4. Setup Issues

If we are unable to deliver your provisioned inboxes within the stated 48-hour timeframe due to a technical issue on our end, you are entitled to a full refund for the affected order.

If your inboxes are delivered but are non-functional due to our error (e.g., incorrect DNS configuration that we did not remediate), we will either fix the issue at no additional charge or issue a prorated refund for the affected period.

Setup issues must be reported within 7 days of order delivery. Issues reported after 7 days are handled at our discretion.

5. Non-Refundable Items

The following are not eligible for refunds:

• Provisioned and delivered inboxes where setup was completed successfully and the service functioned as described
• Unused days within a paid billing period after cancellation
• Deliverability issues caused by your email copy, list quality, or failure to follow the recommended warmup and sending schedule
• Deliverability Guarantee add-on fees ($5/domain one-time) — these are the cost of the guarantee itself
• Domain replacement services — free domain replacements are provided as a service benefit, not as a refund trigger
• Services cancelled after the warmup and launch period where campaigns were operating successfully
• Accounts terminated for violations of our Acceptable Use Policy

6. How to Request a Refund

To request a refund, email us at Contact Email with:

• Subject line: "Refund Request — [your domain or order reference]"
• Your account email address
• The specific domains or order involved
• A description of the issue
• For Deliverability Guarantee claims: inbox placement test results, warmup schedule confirmation, and sample copy

Incomplete requests will be returned for additional information. This does not affect your eligibility window if you submitted before the deadline.

7. Refund Timeline

• Review period: We review all refund requests within 5 business days of receiving complete documentation.
• Decision notification: We'll email you with our decision within 5 business days.
• Refund processing: Approved refunds are processed within 7 business days and returned to your original payment method.
• Bank processing time: Once processed, most refunds appear within 5-10 business days depending on your card issuer or bank.

8. Contact

For refund requests, billing questions, or cancellation:

Email: Contact Email

Our support team responds within 48 hours on business days.