Refund Policy
Learn when you can request a refund, how we process it, and why setup costs are deducted.
Introduction
We want you to feel confident when choosing PenguinMails. This Refund Policy explains the situations where you may be eligible for a refund, and why certain costs are non-refundable.
Unlike many cold email tools, PenguinMails provisions dedicated infrastructure for you instantly upon purchase, including a private VPS, IP addresses, and related setup costs. These resources are billed to us immediately by our infrastructure providers and cannot be refunded once activated.
Because of this, our refund terms are designed to be fair for customers while protecting us from unrecoverable costs.
Refund Eligibility
You may request a refund if:
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Your request is made within 3 calendar days of your initial purchase
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This is your first subscription payment for your account (renewals are not covered)
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Your account is in good standing and has not violated our Terms of Service or Anti-Spam Policy
Refunds will be issued minus a one-time setup fee to cover the cost of infrastructure provisioned for your account. This fee is clearly stated in the next section.
Setup Fee Deduction
When you purchase a PenguinMails subscription, we immediately set up dedicated infrastructure for your account. This includes:
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A private VPS (virtual private server)
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Dedicated IP addresses
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A separate database instance
These resources are provisioned instantly and billed to us by our infrastructure providers, and they cannot be refunded once activated.
Because these costs are directly tied to your account setup, any approved refund will have a one-time setup fee deducted based on your chosen plan:
| Plan | Setup Fee |
|---|---|
| Plan 1 | $15 |
| Plan 2 | $20 |
| Plan 3 | $35 |
| Plan 4 | $50 |
Important:
This setup fee only covers the separate infrastructure we create for your account. It does not represent our total operating costs. We also invest in:
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Ongoing server hosting and databases for the main platform
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Email analytics and tracking infrastructure
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Customer support
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Marketing, security, and compliance
The setup fee ensures we can recover the one-time cost of creating your dedicated environment if you decide to cancel within the refund period.
Non-Refundable Situations
We want to be transparent about when refunds are not possible. Refund requests will be denied if:
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The request is made after the 3-day refund window from your initial purchase
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The payment was for a plan renewal (unless there was a clear billing error)
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Your account has been suspended or terminated for violating our Terms of Service or Anti-Spam Policy
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You request a refund because of email sending results (such as low open/reply rates) — since performance depends on factors outside our control, like your email copy, targeting, or domain reputation
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You used PenguinMails extensively during the refund window, and your activity clearly indicates full use of the service before requesting cancellation
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The inability to use the service was due to issues outside our control (e.g., internet problems, your domain already being blacklisted before setup)
How to Request a Refund
If you believe you are eligible for a refund, please email us at [email protected] with the following details:
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The email address linked to your PenguinMails account
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Your payment receipt or transaction ID
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The reason for your refund request
Refund requests are typically reviewed within 3–5 business days. If approved, we will process the refund (minus the setup fee) back to your original payment method.
To help speed up the process, please make sure your request is made within 3 days of purchase and includes all the necessary details.
Chargebacks & Stripe Disputes
We encourage you to contact us first at [email protected] before opening a payment dispute with Stripe or your bank. Most issues can be resolved quickly through our support team.
Please note:
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Opening a chargeback without contacting us first may result in your account being suspended while the dispute is investigated
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During a dispute, we will provide Stripe with proof of service delivery, including logs showing your VPS, IPs, and database were provisioned for your account, as well as any usage records
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Having agreed to our Refund Policy at checkout will be used as part of our dispute response
We always aim to resolve concerns fairly and quickly without the need for payment disputes.
Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our service, infrastructure costs, or legal requirements.
If we make significant changes, we’ll notify customers by email or through a notice in the PenguinMails dashboard.
The “Last Updated” date at the bottom of this page will always show when this policy was last revised.