This document is a working draft prepared by EmailRoute and is pending review by qualified legal counsel.
Wallet funding
When funds are successfully added to your wallet, the rules of the payment provider and this policy apply. Wallet balances are intended to be spent on EmailRoute services.
Email and SMS rentals
Refunds may be available where:
- You were charged more than once for the same order.
- Provisioning failed and no working address was delivered.
- A technical failure attributable to EmailRoute prevented the service from working.
Refunds are reviewed case by case and are subject to the applicable payment-provider rules.
Failed provisioning
If a payment succeeds but the requested service cannot be provisioned, the system detects the failure, avoids leaving you permanently charged where possible, reverses the amount to your wallet or original payment method according to the payment flow, and records the incident.
Requesting a refund
Contact support@companymailroute.com with your order reference. Please allow time for the payment provider to complete any reversal.