According to our policy (Terms of Use, Section 6), charges paid by the customer are non-refundable. The Standard and Pro plans are prepaid month-to-month subscription services that automatically renew at the end of the paid period. Subscription can be canceled anytime before the start of the new billing cycle.
Nevertheless, there are a few occasions when we might consider providing a refund.
Refund Occasions
A customer was not using any features — meaning they did not collect email addresses through signup forms, send any emails/SMS in the last month, or use any paid add-ons. In such cases, the customer may be eligible for a refund for the last billing cycle only.
A customer has canceled the subscription before the new billing period starts, but it failed to cancel for some reason. A refund for last month's charge will be issued in this instance.
A customer cannot use the features over the period they have paid for due to a system malfunction and unexpected issues caused by it.
A customer’s account was hacked or otherwise attacked/compromised, or stolen: according to clause 5.4 in the Terms of Use, the customer is fully responsible for the security of their account and any resulting losses, damages, fees, or liabilities due to unauthorized access. However, depending on the nature and severity of the situation, we may consider a partial refund. A refund we provide in no situation will exceed the amount paid by the customer minus the actual costs incurred by us from our third-party vendors, e.g., SMS and/or payment processing service providers.
Note: Unfortunately, we are not able to refund unused features that come with your plan package, such as SMS credits or add-ons.
Please make sure you get to know our Terms of Use before starting to use Omnisend.
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