Refunds and cancellation

Full refund within 30 days of your first payment. No reason required, no questions designed to talk you out of it. Email hello@franklymail.com and it gets done. There is one exception, and it is absolute: a domain we have registered for you is never refunded.

The 30-day window

Your first payment on a new account is refundable in full for 30 days. It does not matter whether you used the service, how much mail you moved in, or why you changed your mind. Your billing screen shows the exact date your window closes.

The window covers the mail: the plan, and any extra storage on it. It does not cover a domain we registered for you, which is never refundable once the name exists. That is the next section, and it is the only thing on this page that is not negotiable.

To ask for one, email hello@franklymail.com from your account address. That is the entire process.

Domains are never refunded

If you asked us to register a domain for you, the price of that domain is not refundable once the name is registered. Not inside the 30 days, not outside them, and not on a renewal. This is the one place on this page where the answer is no.

The reason is that a registration cannot be undone. We pay the registry for a year the moment we register the name, that money does not come back to us, and the name is registered to you rather than to us: it is your property from that second, it stays yours if you cancel the mail, and you can move it to any other registrar whenever you like. Refunding it would mean buying you a domain and then paying for it ourselves.

Before we register it, you can have all of it back. Between paying and the name existing there is usually a working day, sometimes an hour. Reply to your receipt in that time and we refund the whole order and register nothing. Once it is registered, we will tell you so and it is done.

What this costs, exactly. The $29 bundle is a domain plus a year of mail, and $20 of it is the domain. If you cancel inside the 30 days after we have registered the name, the mail part comes back and the $20 does not. A domain bought on its own, by an account that already pays for mail, is $20 and none of it is refundable once the name is registered.

Renewals work the same way. A domain renews yearly, and the day we charge you is the day we renew the registration for another year. That renewal is spent the moment it is made, so it is not refundable either. We tell you before we charge it. If you do not want another year, cancel before that date, or move the domain to another registrar: it is yours to take, and we will hand over what you need without making it awkward.

The one time we pay it back anyway. An order comes with a delivery promise: working within a working day, or within the hour if you bought express. If we miss our own deadline and the name is already registered, we refund the whole order, the domain included, and we absorb what the registry kept. That is a promise about our failure rather than a way to ask for the money back, and it is the only route by which the price of a registered name ever returns to you.

How the money comes back

Payments are taken by Creem, our merchant of record, so the refund is issued through Creem to the card or account you paid with. We start it; how long it then takes to appear is between Creem and your bank, and we cannot make that part faster than they do.

After 30 days

The plan is annual and we do not prorate the remainder: it is $9/year, and pretending to run a partial-year refund process for that amount would cost more than the refund. You can cancel at any time; the service simply runs to the end of the year you paid for.

If something on our side broke badly enough that you did not get what you paid for, write to us anyway. This paragraph is not a loophole to be argued with: it is us saying we would rather refund you than keep money we did not earn.

Cancelling

One click on the billing screen, any time. There is no retention flow, no "are you sure" maze and no email you have to send to a special address. Cancelling stops the next renewal; your mailboxes keep working until the period you paid for ends.

What happens to your mail afterwards (how long it is kept, and how to get it out before then) is in the Privacy Policy. The short version: IMAP means you can copy the whole archive out with any mail client, without asking us.

Chargebacks

Please email us before disputing a charge with your bank. A chargeback on a $9/year subscription costs us several times the amount in dispute and takes weeks; a refund takes one message and happens the same day. A refund inside the window is not something we argue about, so there is nothing to escalate past us.

A domain is the exception here too. Disputing the price of a name that is registered in your own name, and that you keep, is not something we can settle by giving the money back: we would be contesting it, with the registration record as the evidence.

Questions: hello@franklymail.com. See also our Terms of Service and Privacy Policy.