Refund policy

1. General

1. The Service sells digital goods and services: mailboxes for receiving mail and domain registration. Goods are delivered electronically and automatically.
2. Payment is made from the User's internal balance, which is topped up through payment services.
3. Delivery is the moment the item's data becomes available to the User in the cabinet, the bot or the API.

2. When money is refunded

1. Order not fulfilled. Payment went through but the item was not delivered because of a failure of the Service or a registrar, or a lack of domains. In most cases the full cost is returned to the balance automatically, with no request needed.
2. A mailbox does not work because of us. The mailbox does not receive mail for reasons on the Service's side (including a domain that stopped receiving mail). At the User's choice the mailbox is replaced with a similar one or its cost is returned.
3. Domain not registered. The registrar refused or did not finish registration — the full cost is returned to the balance. If the result of registration is not yet known, the amount is held until clarified (an operator checks the order by hand), then returned or the order is completed.
4. Mistaken or duplicate payment. A top-up was made by mistake or twice and was not spent — the full amount is returned.
5. Order cancelled by the Service. The Service cannot fulfil a paid order — the full cost is returned.

3. When money is not refunded

1. The mailboxes work and receive mail. A digital item of proper quality, access to which has been handed over and which can be copied, is not refundable or exchangeable.
2. A platform did not send a message, did not accept an address on our domain, or blocked an account or domain after delivery: this is the third party's decision, not a defect of the item.
3. The domain was registered successfully. A registered domain and an already completed renewal are not refunded; if the domain no longer suits the User, they may simply not renew it.
4. The User changed mailbox or domain data (password, DNS records) or made a mistake in the domain name, so the item does not work.
5. The item was used in violation of the Terms.
6. The item did not suit the User for subjective reasons while working properly.

4. Time limits

1. For a non-working mailbox (2.2) — within 24 hours of delivery.
2. For undelivered goods, domains and mistaken payments (2.1, 2.3–2.5) — within 14 calendar days of the payment date.
3. Requests after these periods are considered at the Service's discretion.

5. How to apply

1. Write to support (@MailwaveSupport_robot) or through the bot @mailwave_robot.
2. Give the order number (or the payment date and amount), the payment method, the nature of the claim, and attach evidence: a screenshot or the service's reply.
3. Review takes up to 3 business days. The Service may ask for more information; then the period runs from receiving it. If the request is refused, the reason is given with a reference to the clause of this Policy.

6. Method and timing of the refund

1. A refund to the Service balance is credited immediately and can be spent on new purchases.
2. At the User's request an unspent top-up paid by card or instant payment is returned by the same method as the payment, to the same payment instrument. The transfer takes up to 10 business days after the decision; actual crediting depends on the bank or payment service and can take up to 30 calendar days.
3. A crypto payment is refunded to the Service balance: refunds to an external address are not made, because the sender's address often belongs to an exchange or someone else's wallet.
4. The payment service fee withheld at payment is not refundable unless that service's rules say otherwise.
5. A partly spent top-up is refunded in the amount of the remainder.

7. Unpaid and expired invoices

1. A top-up invoice is valid for a limited time. If no payment arrives, the invoice is closed automatically, no money is charged and no refund is needed.
2. If a payment for a closed invoice does arrive, the funds are credited to the balance or returned on request as described in section 5.

8. Contacts

Support: @MailwaveSupport_robot. Telegram bot: @mailwave_robot.