Refund and Account Credit Policy

Summary

When you fully cancel your SendMate subscription, the unused portion of your current billing period is automatically refunded to your original payment method (prorated). When you downgrade your plan or reduce paid seats mid-cycle, the unused difference becomes account credit applied automatically to your next SendMate invoice.

Full Cancellation — Automatic Prorated Cash Refund

If you cancel your subscription entirely (no active SendMate plan remains on your billing account), we refund the unused portion of your current billing period, prorated. The refund goes back to the original payment method used for the charge. In the ordinary course this is issued automatically by our billing system at the time you cancel and you do not need to contact support.

Our payment processor charges a fee on every transaction and does not return that fee when a payment is refunded, so it stays with us whether or not you keep the subscription. Where refunding the entire unused portion would leave us paying to have made the sale, we retain that processing fee — 5% of the original charge plus $0.50 — and refund the rest. In practice this only affects a cancellation made within a day or two of the original payment. A cancellation later in the period refunds the full prorated amount, because the part of the period you used already covers the fee.

Where an automatic refund cannot be completed — for example where the original transaction has already been adjusted, or where our payment processor limits the amount that can be adjusted against it — we show the amount as pending in your account and resolve it with you when you email Hello@MySendMate.com. How quickly a completed refund reaches you is controlled by our payment processor, your bank and the card network, and is normally 5–10 business days.

Downgrade or Seat Reduction — Account Credit

If you stay on SendMate but switch to a lower-priced plan, or reduce the number of paid extra seats on a team subscription, the unused portion of what you already paid becomes account credit applied automatically to your next SendMate invoice. You do not need to take any action to redeem it — the credit is consumed before any new charge is billed to your payment method.

We use account credit (rather than a cash refund) for downgrades and seat reductions because there's still an active subscription on the account — the unused dollars stay on file and offset your next invoice, which is the simplest outcome for most customers.

Account Deletion With Remaining Credit

If you delete your SendMate account while you have remaining account credit on file, deletion refunds the unused portion of your current billing period automatically. Any remaining Paddle credit balance is refunded by our support team rather than automatically, so that we can confirm the amount before it is returned. You do not need to do anything to start this; if you want to check on it, email Hello@MySendMate.com.

One-Time Services (White Glove Setup)

White Glove Setup, and any other onboarding, migration or configuration service sold for a single fee, is a one-time professional service. It is not part of your subscription and is billed separately as a single charge. You may cancel it and receive a full refund at any time before it is delivered. Once it is delivered the fee is not refundable, because the work has been performed. Cancelling your subscription, or deleting your account, does not refund a one-time service.Section 13.4 of the Terms of Service defines when a one-time service counts as delivered, and Section 13.5 sets out the Setup Guarantee that applies to White Glove Setup.

Other Cases (Manual Support Review)

For everything else — duplicate or in-error charges, special-case requests, refunds on fully consumed billing periods, or anything not covered above — contact us at Hello@MySendMate.com and we'll review your request. We aim to respond within 1–2 business days.

No Cancellation Fees, No Contracts

SendMate has no long-term contract, no cancellation fee, and no penalty for downgrading. You can cancel or change plans anytime from inside the app at Settings → Billing.

How to Contact Support

Send any billing, refund, or credit question to Hello@MySendMate.com or use the Support feature inside the SendMate app.

Operator (minimal disclosure): SendMate is operated by Mint Strategies LLC (d/b/a “SendMate”).