01Policy Summary

PostZeno offers prepaid credit packs as a one-time purchase. We want every customer to be confident in their decision, so we provide a clear refund window for first-time and dissatisfied buyers, plus exceptions for service failures on our side.

02When You Are Eligible for a Refund

2.1 14-day satisfaction guarantee

You are entitled to a full refund of any prepaid credit pack if all of the following are true:

• The refund request is submitted within 14 calendar days of payment
• You have used less than 10% of the purchased credits
• Your account is in good standing and has not violated our Terms of Service

2.2 Service failure on our side

You are entitled to a pro-rated refund or credit replacement if:

• A documented PostZeno service incident prevented you from using credits as described, AND
• The incident is acknowledged on our status page or confirmed by our support team

2.3 Duplicate or incorrect charges

If you were billed twice for the same purchase or charged the wrong amount due to a system error, we will refund the duplicate or excess immediately upon verification.

2.4 Unauthorized transactions

If a transaction was made without your authorization (e.g., your account was compromised), notify us within 30 days. We will investigate and refund the unauthorized charge if confirmed.

03Non-Refundable Situations

The following are not eligible for refund:

• Requests submitted more than 14 days after the purchase (except for documented service failures)
• Purchases where more than 10% of the credits have been consumed
• Accounts terminated due to violation of the Terms of Service (including spam, phishing, or other prohibited use)
• Failed deliveries caused by recipient mail server policies, recipient blocklists, customer-side DNS misconfiguration, or invalid recipient addresses
• Inability to use the Service due to non-compliance with technical requirements documented in our service description
• Custom or Enterprise plans, which follow the refund terms of their specific contracts

04How to Request a Refund

1. Email [email protected] from the email address registered on your PostZeno account.
2. Include the following:
   • The order ID (visible in the dashboard's Payment History)
   • The reason for the refund request
   • Any supporting screenshots or documentation
3. Our team will review and respond within 3 business days.
4. If approved, the refund will be issued to the original payment method.

05Processing Time

If a refund is approved, any unused credits associated with that purchase will be removed from your account on the same day.

06Chargebacks & Disputes

Before initiating a chargeback or dispute through your card issuer, please contact us at [email protected]. Most issues can be resolved directly and faster than through a chargeback.

Initiating a chargeback without first contacting us, or filing a fraudulent chargeback, may result in:

• Immediate account suspension
• Forfeiture of all unused credits
• Submission of evidence to the card network proving the legitimacy of the charge
• Recovery of any associated chargeback fees

07Enterprise Contracts

Enterprise and custom-volume contracts have refund and termination terms specified in the master service agreement signed with that customer. The terms in this Refund Policy apply to self-service prepaid plans only and do not override negotiated contract terms.

08Contact

For all refund-related questions, contact our billing team:

01政策摘要

PostZeno 以一次性预付额度包形式销售。为让每位客户安心购买，我们为首次购买和不满意的客户提供清晰的退款窗口，并对我方服务故障设有专项例外条款。

02可申请退款的情形

2.1 14 天满意保障

同时满足以下条件时，您有权 全额退款：

• 退款申请在付款后 14 个自然日内提交
• 已使用的额度不超过 10%
• 账户状态良好，未违反《服务条款》

2.2 我方服务故障

满足以下条件时，您有权获得 按比例退款或额度补偿：

• 有据可查的 PostZeno 服务事故导致您无法按描述使用额度，且
• 该事故已在我们的状态页面公示或经支持团队确认

2.3 重复或错误扣款

若因系统错误导致同一笔订单被重复扣款或扣款金额有误，经核实后我们将立即退还重复或多扣的款项。

2.4 未经授权的交易

若交易未经您授权（如账户遭盗用），请在 30 天内通知我们。经核实属实的未授权扣款将予以退还。

03不予退款的情形

下列情形不予退款：

• 付款后超过 14 天提交的申请（除有据可查的服务故障外）
• 已使用额度超过 10% 的订单
• 因违反《服务条款》（包括垃圾邮件、钓鱼、其他禁止用途）而被终止的账户
• 因收件方邮件服务器策略、收件方黑名单、客户端 DNS 配置错误或收件地址无效导致的投递失败
• 因不符合服务说明所列技术要求而无法使用本服务
• 定制或企业套餐，按所签合同的退款条款执行

04退款申请流程

1. 使用您注册 PostZeno 账户的邮箱发送邮件至 [email protected]。
2. 邮件中提供：
   • 订单 ID（可在控制台"付款记录"中查看）
   • 退款原因
   • 相关截图或证明材料
3. 我们将在 3 个工作日 内审核并回复。
4. 审核通过后，退款将退至原支付方式。

05处理时长

退款获批后，与该订单相关的未使用额度将于同日从您账户中扣除。

06拒付与争议

在通过银行发起拒付前，请先邮件 [email protected]。绝大多数问题通过直接沟通能比拒付流程更快得到解决。

未经联系直接发起拒付，或提交虚假拒付申请，可能导致：

• 账户立即暂停
• 所有未使用额度作废
• 向卡组织提交证明扣款合法性的证据
• 追偿相关拒付手续费

07企业合同

企业版及定制批量合同的退款与终止条款以与该客户签订的主服务协议为准。本《退款政策》仅适用于自助式预付套餐，不优先于已协商的合同条款。

08联系我们

关于退款的所有问题，请联系账单团队：