Refund Policy

Last updated 2 October 2026

This policy explains how billing, cancelling and refunds work for Cusentra Mail's paid plans (Starter at $15/month, Pro at $29/month). It is part of our Terms of Service. It adds to the rights consumer law gives you and never takes any of them away.

14-day money-back guarantee. If Cusentra Mail is not right for you, press Withdraw from contract here within 14 days of your first payment, or simply ask us, and we refund every payment from those 14 days in full. No reason needed.

At a glance

If	Then
You withdraw within 14 days of your first payment	Full refund of every payment in those 14 days, and the plan ends
You cancel after that	No more charges. You keep your plan until the end of the period you paid for
A renewal charged you after you meant to cancel	Full refund, if you tell us within 7 days and have not used that month's AI allowance
You were charged twice, or by mistake	Full refund of the wrong charge
A fault on our side stopped your paid features for 72 hours in a row	Refund for the days it lasted
We close your account or end your plan, and you did nothing wrong	Refund for the unused days you paid for
We want to raise your price	We ask you first, 30 days before. If you do not agree, you are never charged it

1. Who bills you

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders.

That means Paddle.com Market Ltd ("Paddle"), not Danish Shah, trading as Cusentra Mail, is the seller on your card or bank statement. Paddle takes your payment, issues your receipt, collects and pays any sales tax, VAT or GST due on it, and sends every refund. Every receipt Paddle emails you includes a link to view or manage that subscription. Paddle's own buyer terms also apply to your purchase; where they give you more than this policy, you get whichever is more generous.

2. How subscriptions renew

Paid plans are monthly. You pay at the start of each billing month, which begins on the date you subscribed, and the plan renews on that date every month until you cancel. There is no annual contract and no fee for leaving. The checkout shows the price, the tax and that the plan renews monthly before you pay.

If a renewal payment fails, Paddle retries it automatically over the following days. Your plan stays until the end of the period you last paid for; if every retry fails, your account then moves to the Free plan, and you are never charged again for that subscription.

Price changes need your agreement. If we want to change what your plan costs, we email you 30 days before the new price would first apply and ask you to accept it. If you do not accept, nothing changes until the end of the period you have paid for; then the plan ends and your account carries on on the Free plan. You are never charged a new price you did not agree to. A price cut needs nothing from you.

A yearly reminder. Once a year, about 30 days before the anniversary of your subscription, we email you a reminder that it keeps renewing and how to cancel it.

3. Withdrawing and cancelling

Two buttons on the Plans page do this in a few clicks: Withdraw from contract here (within 14 days of your first payment) and Cancel contracts here (at any time). Both open our Withdraw or cancel page, which is also linked at the foot of our home page, the sign-in pages and every legal page. It shows your contract and asks you to confirm with one more press. We do not ask why, and we do not put an offer in your way. You get a confirmation on screen to keep, and a copy by email.

You can also:

• press Manage billing on the Plans page, which opens your subscription on Paddle's secure portal;
• use the manage-subscription link in the receipt email Paddle sent you when you subscribed;
• go to paddle.net and look up your order with the email address you paid with - this works without signing in to Cusentra Mail at all; or
• email us at danish@cusentra.com from the address on your account, and we cancel it within 2 business days and confirm by email.

Cancelling stops the next renewal — it does not end your access early. You keep the features of your plan for the rest of the period you have already paid for. After that your account moves to the Free plan by itself. Nothing is deleted: your mail, rules and settings stay, and only the features beyond the Free plan pause until you subscribe again.

Withdrawing ends the plan straight away and refunds you (section 5.1).

Deleting your account cancels your subscription at once. Because the account and everything in it are gone, the rest of the period you paid for is not refunded. If you are still within 14 days of your first payment, withdraw first and get your money back.

4. Changing plans

You can move between paid plans at any time from the Plans page. An upgrade takes effect immediately: Paddle charges only the prorated difference for the days left in your current period, the exact amount is shown before you confirm, and your renewal date does not move. A downgrade also takes effect immediately, and the unused part of the dearer plan is credited against your next bill. A plan change never starts a second subscription. During your first 14 days, an upgrade's payment is covered by the money-back guarantee like any other.

5. Refunds

5.1 The 14-day money-back guarantee. Withdraw within 14 days of your first payment and we refund every payment you made in those 14 days, in full: the first month, any upgrade, and the tax charged on them. You do not need to give a reason.

• Press Withdraw from contract here and the refund is requested from Paddle at once; or ask us in any of the ways in section 6 and we do it for you.
• The subscription is cancelled at the same moment, so you are never charged again, and the paid plan ends at once: your account returns to the Free plan, and nothing in your account is deleted.
• The guarantee applies once per customer: to your first paid subscription. If you subscribe again later and withdraw within 14 days of that new subscription, we refund the part of the period you did not use, or all of it where the law where you live requires that (section 8) - and every refund in section 5.2 still applies.

5.2 Refunds at any time. Whether or not you are still within the 14 days, we refund in full or in part in each of these cases:

• A renewal you meant to cancel. Tell us within 7 days of that charge. If you have not used any of the new month's AI allowance, we refund the renewal in full and end the plan.
• A charge that should not have happened. If you were charged twice for the same period, charged after you cancelled or deleted your account, or charged for a plan you did not choose, tell us within 90 days of the charge and we refund that charge in full.
• An outage on our side. If a fault in Cusentra Mail, or in a provider we rely on to run it, stops your paid features working for 72 hours in a row or more, tell us within 30 days and we refund the days it lasted. This does not cover problems with your own mail provider, such as a Gmail outage or an app password you revoked.
• If we end your plan. If we close your account for any reason other than a breach of our Terms, stop offering your plan, or shut Cusentra Mail down, we refund the unused days of the period you paid for.
• If our terms change against you. If we change our Terms or this policy in a way that is worse for you, you can cancel before the change takes effect and we refund the unused days of the period you paid for.
• Whenever the law requires it. If the consumer law where you live gives you a refund this policy does not, you get it (section 8).

5.3 What we do not refund.

• The rest of a month you cancel after the money-back window. You keep using the plan until the period ends instead.
• The rest of the period when you delete your account after the money-back window (section 3).
• AI credits on their own. Credits come with a paid plan and reset every Monday. They have no cash value and cannot be exchanged for money: refunds are made on payments, never on credits.
• Plans that cost you nothing. The Free plan, and a paid plan we give you at no charge (an offer or a grant), involve no payment, so there is nothing to refund.
• Fraud and abuse. We may refuse a refund where there is evidence of fraud or refund abuse (for example, subscribing and asking for refunds again and again under different accounts), or where we closed the account for breaking our Acceptable Use rules, such as sending spam through it. Paddle applies the same rule. This never overrides a right the law gives you.

6. How to ask for a refund

Within the 14 days, the Withdraw from contract here button is quickest. Otherwise, use whichever is easiest:

• paddle.net — look up your order with the email address you paid with, and ask for a refund there;
• email us at danish@cusentra.com from the email address on your account (or the one on your receipt), saying which charge you mean; or
• the link in the receipt email Paddle sent you.

We acknowledge every refund request within 48 hours and give you a decision within 7 days. If we cannot refund something, we tell you why.

7. When the money arrives

Paddle sends the refund to the payment method you used, in the currency you paid. A full refund returns everything you were charged, tax included; a partial refund includes the tax on the part refunded. Most banks show it within 5–10 business days; the exact time depends on your bank or card issuer, and its exchange rate can make the figure on your statement differ slightly from the original charge. A refund we owe you by law is sent no later than 14 days after you told us.

8. Your rights under consumer law

This policy adds to your rights and never reduces them. Where the law in your country gives you more, you get whichever is more generous. Paddle, as Merchant of Record, honours these rights directly too. In particular:

• EU, EEA, Switzerland and the UK. You may withdraw from a contract made online within 14 days, without giving a reason, and the Withdraw button is how. On your first subscription our guarantee refunds you in full. On a later one, the law lets a trader keep a proportionate amount for the days already used only if you asked for the service to start before the 14 days ended; we never keep more than that, and nothing if you did not ask.
• United States. The checkout states the price, that the plan renews monthly until you cancel, and how to cancel; you can cancel online at any time (section 3); we remind you once a year; and a price rise needs your agreement.
• Australia and New Zealand. Our services come with guarantees that cannot be excluded under the Australian Consumer Law (and New Zealand's Consumer Guarantees Act). For a major failure you may cancel and get a refund for the unused part, or compensation for the reduced value; the full wording is in our Terms.
• India. The complaints process below meets the Consumer Protection (E-Commerce) Rules, and you keep every right under the Consumer Protection Act 2019, including going to a consumer commission.
• Brazil, South Korea, Japan and elsewhere. Statutory withdrawal periods there (7 days in Brazil and Korea) are shorter than our 14 days, so the guarantee already covers them.
• Quebec. You keep every right under the Consumer Protection Act, including the right to cancel, without cost, a contract we change against you.

9. Disputes and chargebacks

Please talk to us before you dispute a charge with your bank. A refund through us or Paddle is quicker and simpler than a bank dispute, which can take weeks. If a charge is disputed, Paddle handles the dispute, and the paid plan that charge paid for ends while it is open. If the dispute is decided in your favour, the money comes back through your bank; if it is decided in ours, you can subscribe again at any time.

10. Changes to this policy

If we change this policy, the version in force on the day you paid applies to that payment. If a change is worse for you, we email active subscribers 30 days before it takes effect, and section 5.2 lets you leave with a refund for the unused days.

11. Contact

Billing questions, cancellations and refund requests: danish@cusentra.com. For anything about a specific charge — a receipt, a disputed transaction — Paddle's own support at paddle.net, also linked from your receipt email, can help you directly.

Complaints and the Grievance Officer. If something we did, or did not do, has gone wrong for you, write to our Grievance Officer at danish@cusentra.com. We acknowledge every complaint within 48 hours and resolve it within 30 days, wherever you live.