Refund & Cancellation Policy

This page explains what happens when you cancel, change plan, or have a problem with a payment.

One thing to understand first, because the rest follows from it: an OwnSender plan is bought for a fixed period and does not renew automatically. Nothing is charged again unless you choose to buy another period. There is no subscription to cancel in the usual sense — a plan simply reaches the end of what you paid for.

You can stop using OwnSender at any time, and you can close your account from your profile.

Because plans are fixed-period rather than recurring:

• Your plan stays active for the period you paid for, with all of its limits intact.
• At the end of that period the account reverts to the Free tier rather than billing you again.
• You do not need to cancel to avoid a future charge, because there is no future charge.

Your templates, datasets and campaign history remain in your account after reverting to Free, subject to the Free tier's limits.

Moving between plans behaves differently in each direction.

Moving to a larger plan

Takes effect immediately, and the unused part of your current paid period is not lost — see store credit below.

Moving to a smaller plan

Is booked rather than applied straight away. The period you already paid for is honoured to the day, and the smaller plan takes over when it ends. You keep the limits you paid for until then, and nothing needs to be refunded because nothing was cut short.

When you move to a different plan while a paid period is still running, the unused portion of that period is calculated and released to your account as store credit.

That credit is applied against your next purchase automatically, so upgrading part-way through a period does not mean paying twice for the same days.

Store credit is an account balance, not a cash refund. It has no expiry, and it is used before any new payment is taken.

The commercial refund policy is being finalised. Rather than state a rule that is not yet decided, the terms that need setting are listed here explicitly:

Refund window

[Refund window to be confirmed]

Eligibility conditions

[Eligibility conditions to be confirmed]

Refund method

[Refund method to be confirmed]

Processing time

[Processing time to be confirmed]

Until those are published, a refund request is handled case by case. If you believe you are owed one, contact us through the contact form with your payment reference and we will look at it.

This does not affect any statutory right to a refund you have under the consumer law that applies to you.

If a payment fails, no plan is applied and nothing is owed. You can try again with the same or a different card. A payment the gateway reports as failed is final for that attempt.

A payment you start but do not complete stays open for a limited window before it lapses. You can finish or abandon it from your payments page while it is open; once it has lapsed, start a new one.

Every payment carries a reference beginning PAY-. Quote it if you need to ask us about a charge — it is the identifier we can trace.

There is no automatic renewal. When a paid period ends, the account reverts to the Free tier and you decide whether to buy another period.

This is deliberate rather than a missing feature: no stored payment instrument is charged on a schedule, and a bank transfer cannot be auto-collected. You will never be billed for a period you did not actively buy.

The following are outside what a refund would cover:

• Generated files already produced. Rendering consumes your monthly allowance at the moment it happens, and those files exist whether or not you later send them.
• Emails already sent. A message accepted by a mail server cannot be recalled.
• An email provider's decisions. If Gmail, Microsoft or your SMTP host throttles, suspends or blocks your account, that is between you and them. It is not a fault in OwnSender and does not create a refund entitlement here.
• Deliverability outcomes. OwnSender records that a server accepted a message; where it lands afterwards is not something the service controls or guarantees.
• Accounts terminated for breach of the Terms of Service.

OwnSender does not currently offer a guaranteed uptime commitment, and so there is no automatic service-credit scheme attached to one.

If an outage on our side materially prevented you from using a period you paid for, tell us. We will look at it and can extend the period or issue store credit at our discretion.

Any future service-level commitment: [No uptime commitment currently offered]

For anything on this page — a refund request, a payment that has not been matched, or a plan change that did not behave as you expected — contact us through the contact form.

It helps to include:

• The email address on the account.
• The payment reference, if the question is about a specific payment.
• The date of the payment or plan change.
• What you expected to happen, and what happened instead.

Target response time: [Response time target to be confirmed]