Refund policy

When we refund

We'll refund your Premium purchase if you ask within 14 days of paying and any of these is true:

• You were charged twice (or more) for the same order.
• Your payment confirmed but Premium never unlocked, and we couldn't fix it after you contacted us.
• Premium doesn't work as described on the pricing page when you bought it, and we couldn't fix that in a reasonable time.
• You paid the wrong amount, or the payment arrived after the invoice expired, and you'd rather have the money back than a corrected order.

We also look at other requests within the 14 days case by case, and we're reasonable about them.

When we don't

• After 14 days, unless the problem is ours and we failed to fix it.
• When your license was ended for breaking the acceptable use policy, for example using inboxes or the API for spam, fraud or abuse.
• For a lost license key. We'll issue a replacement for a paid order instead (see below).
• For changes that came after you bought, such as a later price change, or a limit that already appeared on the pricing page when you bought.

How to ask

Email support@poofy.email with:

1. Your order reference. It's in the address of your order page (poofy.email/upgrade/…), and in the OxaPay payment page you were sent to.
2. The transaction ID (hash) of your payment, if you have it.
3. What went wrong.

Please don't send us your license key. We never need it.

How a refund works

• We send the refund to the same wallet address the payment came from, in the same coin where we can. If the payment came from an exchange, a different address may be needed: tell us where to send it.
• The amount is the US dollar price you paid, converted at the time we send the refund. Because crypto prices move, the number of coins can differ from what you sent.
• Network fees for sending the refund are deducted. We'll tell you the amount before sending.
• It usually takes up to 5 business days after we agree.
• A refunded license is switched off. The inboxes and mail stay available under the Free plan's limits for a grace period, so export what you need first.

Lost your license key?

Premium keys are stored only as hashes, so we can't show one again. If you lose yours, email us the order reference and the transaction ID and we'll issue a new key (the old one stops working).

Payments that didn't go through

• Underpaid or expired invoice: your order shows as such on its page, and Premium is not unlocked. Contact us with the transaction ID. We'll either complete the order or refund what you sent.
• Paid but the page still says waiting: crypto payments can take a while to confirm. The page updates by itself. If it's been more than an hour after the network confirmed, write to us.

Changes

If we change this policy, the version in force when you bought applies to your purchase. Questions: support@poofy.email.