Legal

Refund & Cancellation Policy

Last updated October 12, 2026 ยท Part of our Terms of Service.

Short version: if your fax does not go through, you do not pay for it. Subscriptions can be cancelled at any time and stop at the end of the paid month. Prepaid credit you have not used can be refunded on request.

1. Faxes that fail

  • One-off fax (no account): if the fax cannot be delivered after our retries, the full amount you paid is refunded to the card you used, automatically. Refunds are issued at once and usually appear on your statement within 5 to 10 business days depending on your bank.
  • Account holders: the amount reserved from your balance is returned in full the moment the carrier reports the failure, and plan pages are not consumed. You see this in Balance history.

A fax counts as failed when the receiving machine never answered, was busy on every attempt, or the transmission was interrupted before all pages were confirmed. The status page and the email we send tell you which.

2. Faxes that were delivered

A delivered fax has been confirmed page by page by the receiving machine, so the service has been fully performed and it is not refundable for change of mind, a wrong number you entered, or the recipient failing to act on it. If you believe the delivery report is wrong, contact us within 14 days with the fax reference; we check the carrier record and refund where the pages were not in fact received.

3. Monthly subscriptions

  • Cancel any time. Go to Billing & plans and click Cancel plan, or use the subscription portal linked on that page. No email, no phone call, no fee.
  • When it ends. The plan, the fax number and the remaining page allowance stay active until the end of the period you have paid for. No further charges are made after that. Cancelling in the middle of a month does not produce a partial refund for the rest of that month.
  • First month guarantee. If you cancel within 14 days of your first subscription payment and have sent or received no more than 5 pages on the plan, we refund that first payment in full on request.
  • Renewal charged by mistake. If you meant to cancel before a renewal and the plan has not been used since the renewal date, contact us within 7 days of the charge and we refund it.
  • Plan changes. Upgrades take effect immediately and the difference is pro-rated by our billing system; downgrades take effect at the next renewal.

4. Prepaid balance (top-ups)

Credit never expires while your account is open and can be used for any fax. If you decide not to use it, we refund the unused part of any top-up on request to the original payment method, less any pages already consumed. Simply contact us from the email address on your account and state the amount; refunds are issued within 2 business days. Promotional or courtesy credit added by us is not refundable in cash.

5. Closing your account

When you close your account we refund unused prepaid credit as in section 4, end any subscription at the close of its paid period, release the fax number and delete your documents according to the Privacy Policy.

6. Consumers in the EU and UK

You have a statutory 14-day right of withdrawal for services bought online. For a one-off fax you ask us to perform the service immediately and the right ends once the fax has been transmitted; if you withdraw before transmission starts, you are refunded in full. For subscriptions and top-ups you may withdraw within 14 days of purchase and receive a refund of the unused part. This policy gives you at least these rights and in several cases more.

7. How refunds are paid

Refunds always go back to the payment method used for the purchase and are processed by our payment processor. We never ask for your card details by email. If a card has since been cancelled, your bank will route the refund to your replacement card or account.

8. Before you open a dispute with your bank

Please contact us first or email [email protected]. Almost every issue is a failed fax or a forgotten cancellation, and we resolve those within two business days, faster than a chargeback. Quote the fax reference or the date and amount of the charge.