1. Subscription payments
Current prices, taxes (if any), limits and billing periods are shown before checkout. Monthly plans are charged monthly. Yearly plans are charged for the full year upfront even where a monthly-equivalent price is displayed.
Eligible plans may include a five-day trial; plans identified as having no trial require payment before access. Trial access and send caps may be limited to prevent abuse.
You may request cancellation for the end of the current paid period. Pausing stops renewals and suspends mailbox access. We keep your mailboxes and domains for 90 days after a pause, unpaid (past-due) status, or cancellation, then permanently delete them. Resume or pay within that window to restore access. Unless stated otherwise, cancellation stops future renewal and does not erase amounts already due.
Except where mandatory law requires otherwise, subscription fees are non-refundable once a paid period begins, including for partial periods, unused service, pause, downgrade, suspension for breach or cancellation before period end. Domain orders are governed by the stricter final-sale rule in Section 5. Duplicate or demonstrably unauthorized charges and charges for a service BigMail fails to provide will be investigated and remedied as required by law.
Gifted or promotional access has no cash value and may be subject to its stated duration and limits.
2. Domain registrations and renewals
All domain registration and renewal sales are final once the order has been submitted to the registrar or completed. Domain fees are non-refundable for typographical errors, unwanted names, unused time, early transfer, account cancellation, later ineligibility, registry suspension, a lost dispute, inability to use a name as intended, or failure to update contact information. We may reject a cancellation request even if a registry happens to offer BigMail a deletion grace period; any such registry mechanism is discretionary and is not promised to you.
If payment succeeds but registration or renewal cannot be fulfilled, we may retry, correct a remediable error, offer a reasonably equivalent solution, or refund the amount paid for that failed domain order. We are not responsible for lost business, brand value, traffic, email or opportunities caused by an unavailable or failed domain. Nothing in this clause excludes a remedy that cannot lawfully be excluded.
3. When a refund may apply
We review each request against our records, these rules and applicable law. A refund or equivalent remedy may apply where:
- the same order or subscription charge was processed more than once;
- a charge was made without the payment method holder’s authorization and our investigation confirms it;
- BigMail accepted payment for a service that it did not provide and cannot reasonably correct or replace; or
- applicable mandatory law gives you a cancellation, refund, price-reduction or other non-excludable right.
4. How to request a refund
Contact BigMail through our support page as soon as you identify the issue. Include the customer account phone number, order or payment reference, payment date and amount, and a concise explanation. Prompt notice helps us investigate provider and registrar records.
Never send a mailbox password, verification code, recovery code, full card number or card security code. We may ask for reasonable evidence needed to verify the account, payment authority or service failure.
5. Approval and processing
If approved, a refund is returned to the original payment method wherever reasonably possible. We may instead correct the charge, complete the purchased service or provide an equivalent remedy when that resolves the failure and applicable law permits it.
We submit approved refunds promptly, but the date funds appear is controlled by the payment provider, card network and bank. Currency-conversion differences and third-party fees not charged by BigMail may not be recoverable.
Chargebacks do not cancel these Terms or domain obligations. You should contact us first so we can investigate. You are responsible for bank, currency conversion, tax and third-party charges not imposed by BigMail.
6. Legal rights and related terms
This policy forms part of our Terms of Service. The Terms govern matters not addressed here, including cancellation, suspension, renewals, chargebacks, account retention and domain fulfilment.
Nothing in this policy limits a consumer or customer remedy that cannot lawfully be excluded. Where mandatory law conflicts with this policy, that law applies to the extent of the conflict.
Questions about a payment or refund can be sent through our support page.