MentorMails

Refund Policy

Fair and transparent refund terms for our academic research platform

Effective Date: September 29, 2025

1. Refund Policy Overview

At MentorMails, we strive to provide exceptional service and value to our customers. This refund policy outlines the circumstances under which refunds may be granted for our SaaS services.

We are committed to fair and transparent refund practices that protect both our customers and our business operations.

2. Refund Eligibility

2.1 30-Day Money-Back Guarantee

New Subscribers: We offer a 30-day money-back guarantee for all new subscriptions. If you're not satisfied with our service within the first 30 days of your subscription, you can request a full refund.

2.2 Technical Issues

  • Service unavailability exceeding 48 hours due to technical issues on our end
  • Significant data loss or corruption caused by system failures
  • Security breaches affecting your account data
  • Inability to access core features due to platform bugs

2.3 Billing Errors

  • Duplicate charges for the same service period
  • Charges for services not received
  • Incorrect billing amounts due to system errors
  • Unauthorized charges on your account

3. Refund Process

3.1 How to Request a Refund

  1. Contact our support team at support@mentormails.com
  2. Provide your account email and subscription details
  3. Explain the reason for your refund request
  4. Include any relevant documentation or screenshots

3.2 Refund Timeline

  • Processing Time: 5-10 business days after approval
  • Credit Card Refunds: 3-5 business days to appear on your statement
  • Bank Transfer Refunds: 5-10 business days depending on your bank
  • PayPal Refunds: 2-3 business days to your PayPal account

4. Non-Refundable Situations

Please note that refunds will not be granted for:

  • Change of mind after using the service for more than 30 days
  • Failure to meet your academic or professional goals
  • Incompatibility with your specific requirements (after trial period)
  • Violation of our Terms of Service resulting in account suspension
  • Partial usage of services - refunds are processed on a pro-rated basis only

5. Partial Refunds

In certain circumstances, we may offer partial refunds for unused portions of your subscription. This is calculated on a pro-rated basis, taking into account the time period used and services consumed.

Partial refunds may be available for annual subscriptions cancelled before the end of the subscription period, subject to our cancellation policy terms.

6. Cancellation vs. Refund

Cancellation

Cancellation stops future billing but does not refund past payments. You retain access until the end of your current billing period.

Refund

Refunds provide monetary compensation for services already paid for, typically resulting in immediate account termination.

7. Dispute Resolution

If you disagree with a refund decision, you can escalate your case to our customer relations team. We will review your case within 5 business days and provide a detailed explanation of our decision.

We are committed to resolving all disputes fairly and transparently.

8. Important Time Limits

Important: All refund requests must be submitted within 90 days of the original transaction. Requests submitted after this period may not be eligible for processing.

9. Contact Information

For Refund Requests

Email: support@mentormails.com

Subject Line: Refund Request - [Your Account Email]

Response Time: Within 24 hours

Business Hours: Monday - Friday, 9 AM - 6 PM (UTC)