We want PersonaSend's billing rules to be clear before you buy.
PersonaSend provides digital services, including AI-written email drafts, email sending, and paid plans with a monthly email allowance. Some of these resources are used up immediately when you use them.
The short version
- If you haven't sent any campaign emails on your new paid plan, you can ask for a refund within 7 days of buying it.
- Plans paid with crypto don't renew by themselves, so there is nothing to cancel.
- Paid twice, paid the wrong amount, or something broke on our side? Tell us and we'll put it right.
1. General refund rule
Except where required by applicable law or stated otherwise in this Policy, purchases are final once the purchased service has been used.
This includes your plan's email allowance and AI drafts once they have been used to write, personalize or send emails.
Buying a plan and later deciding that you no longer need the Service does not, by itself, entitle you to a refund.
2. Unused purchases
For 7 days after you buy a plan, you may contact help@personasend.com to ask us to review a refund for an entirely unused purchase.
A purchase is generally not unused if any campaign emails have been sent on the paid plan, or if you have already used other paid features it included. Approval is not guaranteed unless applicable law gives you a refund right.
3. Plan end, renewal and cancellation
Prepaid plans, such as plans paid with cryptocurrency, are paid in advance for one month or one year and do not renew automatically. There is nothing to cancel: your plan simply ends on the date shown in Settings, and your account goes back to the Free plan. We email you a few days before the end date so you can renew if you want to.
Recurring subscriptions, if we offer them, can be cancelled at any time in Settings, under your plan. Unless the law requires otherwise, cancelling stops future renewals but does not refund the current billing period. You can keep using your plan until the end of the period you paid for, unless the account has been suspended or closed for a material violation of our Terms or Spam Policy.
Changing plans. When you move to a different plan, the new plan starts right away and the value of the unused time on your old plan is added to the new plan as extra time. It is not paid out as money.
4. Account suspension or termination
Refunds are not normally given for services already used when an account is suspended or closed because of spam, fraud, phishing, payment abuse, getting around platform restrictions, or another material violation of PersonaSend's policies.
This is because computing resources and other services may already have been provided before the violation is detected.
Nothing in this section limits a refund right that applicable law does not allow us to exclude.
5. Technical problems
If a confirmed technical error on PersonaSend's side stops paid features from working, contact us at help@personasend.com.
Depending on the situation, we may restore your email allowance, correct your account, extend your plan, provide a replacement service, or give an appropriate refund.
6. Duplicate, incorrect or incomplete payments
If you believe you were charged twice or charged the wrong amount, contact help@personasend.com with the payment details. We will investigate genuine billing errors and correct confirmed mistakes.
For crypto payments:
- If you sent less than the amount asked for, your plan does not switch on automatically. Contact us with your payment reference and we will help you complete the payment or refund what arrived.
- If you paid twice or sent too much, we can refund the extra or add the matching time to your plan, whichever you prefer.
- Funds sent on the wrong network, in a different coin, or to the wrong address may not reach us and may not be recoverable. Please check these carefully on the payment page before you pay.
7. How refunds are paid
Approved refunds for card or other reversible payments go back to the original payment method.
Crypto payments cannot be reversed on the blockchain, so we refund them as a new payment: in USDT or in the coin you paid with, to a wallet address you give us. We refund the US dollar value of the payment, minus the blockchain network fee for sending it. Please make sure the address and network are correct, because a refund sent to the address you give us cannot be taken back.
We aim to process approved refunds within 5 business days.
8. Chargebacks and payment disputes
Please contact us before starting a bank or card dispute. Billing problems can usually be solved faster that way.
A chargeback is not a substitute for cancellation and does not by itself show that a charge was unauthorized or that services were not provided.
If a transaction is disputed, PersonaSend may give the payment provider or financial institution reviewing the dispute relevant transaction, account, policy acceptance, usage, communication and service delivery records.
PersonaSend may restrict the affected account while a payment dispute is open, and may close accounts linked to fraudulent transactions or abuse of the dispute process.
Nothing in this Policy restricts rights that a cardholder has under applicable law or payment network rules.
9. How to ask for a refund review
Email help@personasend.com or use our contact form and choose "Billing and payments". Please include:
- the email address of your PersonaSend account;
- your payment reference (it starts with PS- and is on your payment page and receipt email), or the transaction ID;
- the date of the payment; and
- a short explanation of the issue.
We may ask for more information to verify the payment and look into your request.