Cancellations and Refunds

Overview

SMTP Zen subscriptions run on a strict lifecycle to keep infrastructure lean and predictable. Every mailbox, message, and DNS configuration is tied to the active billing term of your plan. This page explains what happens when a payment fails, how cancellations are processed, and which refund rules apply.

Failed payments and involuntary cancellations

We rely on Stripe’s automatic retry schedule. If Stripe marks a payment as failed after exhausting its retries, the subscription is cancelled immediately. That cancellation is final and it triggers irreversible deletion of all data related to the affected plan:

• The subscription record is closed.
• Accounts, domains, mailboxes, and stored mail are deleted.
• Backups, forwarding rules, and logs linked to that subscription are removed.
• There is absolutely no guarantee that the data is recoverable.

There is no recovery window, so keep a local backup if you expect billing issues.

Voluntary cancellations

You may request cancellation at the end of the current billing term. Mid-cycle cancellations are not available; service continues until the term concludes and then shuts down automatically. Once the plan reaches its end date:

1. Stripe receives the cancellation instruction so no new invoices are generated.
2. The plan is marked for deletion at expiry.
3. At the moment the term ends, all data tied to the plan is purged just like an involuntary cancellation.

Because deletion is irreversible, export or migrate any required data before the term expires.

Refund policy

We work with a subscription-based model, so there is no refund policy.

Preparing for cancellation

To avoid surprises:

• Monitor upcoming invoices and payment methods inside your Client Area.
• Back up domains, mailboxes, and DNS settings ahead of the cancellation date.
• Use the IMAP Sync tool to move any remaining mail to another provider.
• Keep your contact and billing information up to date so Stripe can notify you about payment issues.

If you believe a cancellation happened in error, contact support immediately with your subscription ID. We can only investigate before the deletion is executed; after data removal there is nothing to restore.