Every plan starts with a 30-day free trial, so you can try Nefisa before paying anything. This policy covers what happens once you are a paying customer.
1.The 7-day refund window
If you are charged for a new subscription and it is not right for you, ask for a refund within 7 days (168 hours) of that first payment. We will review it and, if it meets the conditions below, refund you in full.
After 7 days, payments are not refundable. Storage, mailboxes and workspaces are set aside for you from the moment you pay.
2.When a refund is approved
Refunds are reviewed case by case. A request is eligible when:
- It is your first payment
- The refund is for the first billing cycle of a new account. Returning or duplicate accounts are not eligible.
- Your account is in good standing
- There is no history of breaking the Terms, such as spam, phishing or unauthorised bulk mailing.
- We charged you in error
- If you were billed twice or charged for the wrong plan because of a mistake on our side, we correct it and refund the difference straight away, whenever you tell us.
3.What is not refundable
- Renewals
- Automatic renewal payments. We email a reminder before each renewal so you can cancel in time if you no longer need the service.
- Third-party costs
- Domain registrations, transfers and similar fees paid to other companies, which we cannot recover.
- Heavy use
- If an account sent a large volume of mail, stored a lot of data or otherwise used significant resources in its first 7 days, we may decline the refund.
- Custom work
- Migration help and custom setup, once the work has started.
4.Free trial
Each product has a 30-day free trial. You add a card at checkout, but you are not charged until the trial ends. If you cancel before it ends you pay nothing, and there is nothing to refund.
5.Cancelling
You can cancel at any time from the Billing tab of your dashboard. The service keeps running until the end of the period you have already paid for, and we take no further payments.
Cancelling stops future billing. It does not refund the current period, and we do not give prorated refunds for cancelling part-way through a month.
6.Chargebacks and disputes
If something on your bill looks wrong, email us first. Most problems are fixed within a day, and a refund through us is faster than a bank dispute.
Disputing a charge with your bank before contacting us can lead to your account being suspended, along with its data. We may share evidence of service use and your agreement to these policies to contest a chargeback.
7.How long refunds take
Once we approve a refund we send it straight away. It usually shows on your statement within 5 to 10 business days, depending on your bank and payment method. International payments can take longer, and that part is outside our control.
8.Outages
We aim for 99.9% availability, as described in the Terms. Planned maintenance, problems on other networks and your own connectivity do not entitle you to a refund.
If an outage is caused by our own infrastructure and lasts a long time, we may offer service credit at our discretion.
9.Abuse
Spam and abuse damage the reputation of the mail servers every customer relies on. We may refuse a refund and close any account involved in spam, fraud, bulk fake accounts or other breaches of the Terms. In those cases any remaining prepaid balance is forfeited to cover the cost of recovering our reputation.