Refund Policy

Our Commitment to Your Satisfaction

At MailVCity, we stand behind the quality of our email marketing services. We are committed to delivering measurable results and exceptional customer service. This Refund Policy outlines the circumstances under which refunds may be issued.

For questions about refunds or to request a refund, please contact us at info@mailvcity.com.

14-Day Money-Back Guarantee

We offer a full refund within 14 days if deliverables are not met as outlined in your service agreement.

To qualify for our 14-day money-back guarantee, the following conditions must be met:

• Your refund request must be submitted within 14 calendar days of your initial payment
• You must provide specific documentation showing that agreed-upon deliverables were not met
• You must have responded to all reasonable communication requests from our team
• You must have provided all necessary access, credentials, and information required for service delivery
• The service agreement must clearly specify deliverables that were not fulfilled

Service-Specific Refund Terms

One-Time Services

For one-time services such as Deliverability Audits:

• Full refund available within 14 days if the audit report is not delivered or does not meet the scope outlined in your service agreement
• Once the complete audit report has been delivered and reviewed by you, the service is considered fulfilled
• Refunds are not available based on disagreement with recommendations or findings

Monthly Subscription Services

For ongoing services such as Newsletter Management, Cold Email Outreach, or E-commerce Automation:

• Refunds are available for the first month of service within 14 days of payment if agreed deliverables are not met
• After the first 14 days, services are non-refundable, but you may cancel at any time with 30 days' notice
• Unused portions of monthly subscriptions are not refundable upon cancellation
• You will retain access to services through the end of your paid billing period

Custom Project-Based Services

For custom projects with milestone-based payments:

• Refunds are available for any milestone that has not been started or delivered
• Once a milestone is delivered and approved, payment for that milestone is non-refundable
• If a milestone is rejected due to non-compliance with agreed specifications, we will revise it at no additional cost

Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

• Performance Metrics: We do not guarantee specific results such as open rates, click rates, or conversion rates, as these depend on numerous external factors. Refunds are not available based on performance metrics alone.
• Third-Party Issues: Issues caused by third-party platforms (email service providers, CRM systems, etc.) are outside our control and not grounds for refund.
• Client Non-Cooperation: If you fail to provide necessary information, access, or approvals in a timely manner, preventing us from delivering services as outlined.
• Market Conditions: Changes in market conditions, audience behavior, or competitive landscape that affect campaign performance.
• Change of Mind: Simple change of mind or business direction after services have been initiated.
• After 14 Days: Requests submitted more than 14 days after initial payment for the specific service in question.

Refund Request Process

To request a refund, please follow these steps:

1. Submit Your Request: Email info@mailvcity.com with the subject line "Refund Request - [Your Name]"
2. Provide Details: Include your order number, service purchased, payment date, and a detailed explanation of why you believe you qualify for a refund under this policy
3. Documentation: Attach any relevant documentation supporting your refund request, including correspondence, deliverables received, and specific unmet commitments
4. Review Process: We will review your request within 3-5 business days and respond with our decision
5. Resolution: If approved, refunds will be processed within 7-10 business days to your original payment method

Partial Refunds

In some cases, we may offer a partial refund if:

• Some deliverables were completed but others were not
• Services were initiated but not completed due to circumstances within our control
• There was a miscommunication about scope that resulted in incomplete delivery

Partial refunds will be calculated based on the percentage of deliverables completed and the time invested in your project.

Processing Time and Method

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used for purchase
• Credit card refunds typically appear within 7-10 business days
• PayPal refunds typically appear within 3-5 business days
• Bank transfers may take up to 10 business days depending on your financial institution

You will receive an email confirmation once your refund has been processed. If you do not receive your refund within the specified timeframe, please contact your payment provider or info@mailvcity.com.

Cancellation Policy

If you wish to cancel ongoing services without requesting a refund:

• Provide written notice to info@mailvcity.com at least 30 days before your next billing date
• Services will continue through the end of your current billing period
• No refunds will be issued for the remainder of the current billing period
• You will not be charged for subsequent billing periods after cancellation

Dispute Resolution

If you are not satisfied with our response to your refund request, we encourage you to:

1. Request an escalation to a senior manager by emailing info@mailvcity.com
2. Provide any additional information or documentation that supports your position
3. Allow 5-7 business days for a comprehensive review by senior management

We are committed to fair and reasonable resolution of all refund disputes.

Chargebacks

We strongly encourage you to contact us at info@mailvcity.com before initiating a chargeback with your credit card company. We are committed to working with you to resolve any issues.

If a chargeback is filed without first attempting to resolve the issue with us:

• Your access to services will be immediately suspended
• We will provide evidence of service delivery to the payment processor
• You may be liable for chargeback fees if the dispute is found in our favor

Changes to This Refund Policy

MailVCity reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated via email to active clients. Your continued use of our services after such modifications constitutes acceptance of the updated Refund Policy.

Contact Information

For questions about this Refund Policy or to request a refund, please contact us: