Refund & Cancellation Policy

Effective Date: Upon publication | Applies to ExpatPostal memberships, add-ons, service fees, and promotional offers.

1. Purpose and scope

This Refund & Cancellation Policy explains when ExpatPostal membership charges, promotional launch offers, setup fees, add-ons, unused service periods, and cancellation requests may or may not be refundable.

This policy applies to ExpatPostal memberships, add-ons, onboarding and setup work, mail and package services, special handling requests, Residential Address Add-On charges, and any launch or founding-member promotional offer unless a more specific written offer term says otherwise.

• ExpatPostal is a service business. Fees may pay for account setup, identity review, postal authorization support, address provisioning, secure mail handling capacity, portal access, support, storage capacity, and other operational work.
• A payment is not automatically refundable simply because the member did not use all included mail scans, package allowances, months, add-ons, storage time, or account features.
• Any refund or credit that is not required by law is discretionary and must be approved by ExpatPostal in writing.

2. Quick policy summary

3. Billing periods and recurring charges

Memberships and add-ons may be billed monthly, quarterly, annually, or on another prepaid schedule displayed at checkout, invoice, order form, portal, or the applicable pricing page. The billing period begins on the signup, checkout, renewal, activation, or invoice date shown for the member account unless ExpatPostal confirms a different start date in writing.

• The member authorizes ExpatPostal or its payment processor to charge the selected payment method for recurring membership fees, add-ons, setup fees, service fees, overages, storage fees, postage, carrier costs, taxes, and other approved charges.
• Plan allowances, such as mail scans or package access, are tied to the applicable billing period and generally do not roll over.
• Changing, downgrading, upgrading, or canceling a plan does not automatically refund any prior charge or unused portion of a prepaid period.
• If a payment fails, the account may be paused, suspended, limited, or terminated, and ExpatPostal may stop accepting, scanning, releasing, storing, or processing items until payment issues are resolved.

4. Launch specials, founding-member offers, and promotions

Launch specials, founding-member offers, reservation offers, early-access pricing, limited-spot discounts, coupon codes, first-period discounts, and other promotional terms are governed by the specific written offer shown at the time of purchase. If a promotional offer conflicts with this policy, the more specific written offer term controls for that offer only.

• Promotional discounts reduce the price of eligible services during the stated promotional period only. They are not redeemable for cash.
• A reservation fee, deposit, or launch credit may be applied only toward the eligible membership, activation, or invoice described in the offer. It is not refundable for cash unless the offer expressly says so or applicable law requires it.
• Promotional credits may expire if the customer does not complete signup, onboarding, payment, identity verification, required authorization, or activation steps within the stated offer window.
• New promotions, discounts, or lower prices offered after a purchase do not apply retroactively to prior purchases, renewals, or invoices.
• Promotional offers may be limited by plan, location, account status, eligibility, availability, launch capacity, or first-come/first-served rules.

5. Setup, onboarding, verification, and activation fees

Setup and onboarding work may begin before the member receives mail. This work can include account creation, mailbox setup, address provisioning, identity review, postal authorization support, payment setup, portal configuration, support, compliance review, and internal operations.

• Setup, onboarding, identity verification, address setup, postal authorization, administrative, and activation fees are non-refundable once ExpatPostal begins work or makes capacity available for the account.
• If a member chooses not to complete onboarding, does not provide required information, fails identity verification, does not complete required postal authorization, or does not use the account after setup work begins, setup-related fees remain non-refundable unless ExpatPostal approves otherwise in writing.
• ExpatPostal may deny activation or suspend service if required verification, postal authorization, payment, or compliance requirements are not completed. Denial, delay, or suspension caused by missing or inaccurate member information is not a refund reason.

6. Monthly, quarterly, annual, and prepaid memberships

7. Add-ons, usage-based services, and completed work

Add-ons and special services are generally billed separately from the base membership. Once an add-on is activated, a request is completed, or ExpatPostal begins handling work, the related fee is generally non-refundable.

• Examples may include Residential Address Add-On, magazine handling, important document handling, check scan service, U.S. letter sending, package storage overages, package handling, pickup support, shredding, scanning overages, postage, carrier charges, administrative services, or other published/request-based fees.
• Postage, carrier charges, third-party processing costs, payment processor fees, taxes, and similar pass-through or third-party costs are non-refundable once incurred, purchased, submitted, or paid.
• Completed scans, completed shredding, completed special handling, completed support work, completed document handling, completed release/pickup support, or completed administrative work cannot be reversed and are non-refundable.

8. Residential Address Add-On

The Residential Address Add-On is an optional eligibility-based add-on available only for approved members and approved plans. It may require additional setup, verification, account review, documentation, or compliance checks.

• Residential Address Add-On charges are non-refundable for the active billing period once the add-on is added, activated, provisioned, reviewed, or made available.
• If the member cancels the Residential Address Add-On, cancellation stops future add-on renewals after processing. It does not create a refund for the active add-on period.
• If the member is not eligible, does not provide requested information, fails to complete required steps, uses the address for prohibited purposes, or violates account rules, ExpatPostal may deny, suspend, or remove the add-on without refund of completed setup or active-period charges.
• The add-on does not change package limits, storage rules, mail processing rules, delivery rules, pickup rules, third-party compliance obligations, or the member's responsibility to verify address suitability for their own use case.

9. Unused months, unused allowances, and account credits

Unless ExpatPostal expressly approves otherwise in writing or applicable law requires a refund, unused months and unused plan allowances are not refundable. ExpatPostal may, at its sole discretion, offer an account credit instead of a cash refund in limited cases.

• Unused months on prepaid plans are not automatically converted into cash refunds.
• Unused scans, packages, pickups, document services, add-on capacity, storage periods, or plan features do not roll over unless a specific written plan term says they do.
• Credits, if approved, may be limited to future ExpatPostal services, may expire, may be non-transferable, and may not be redeemable for cash.
• If ExpatPostal grants a courtesy credit once, that does not create a right to future credits or refunds.

10. Cancellations and renewal management

Members may cancel by following the cancellation process made available in the portal, account settings, written instructions, or support channel. Cancellation is not complete until it is processed or confirmed by ExpatPostal.

• Cancellation normally stops future recurring membership charges after processing.
• Cancellation does not erase charges already incurred, charges for the active billing period, completed services, setup fees, add-ons, storage fees, overages, postage, carrier costs, or other amounts owed.
• Members remain responsible for updating senders, changing their mailing address with third parties, stopping new mail from being sent to ExpatPostal, and giving final instructions for mail or packages that remain on the account.
• An account may not be fully closed until outstanding charges are paid, mail/package instructions are resolved, required records are retained, and the account is processed according to ExpatPostal procedures.
• If a member disputes a charge, the member should contact support before initiating a chargeback so ExpatPostal can review the account and prevent mail-handling interruption.

11. When refunds or credits may be considered

ExpatPostal may review refund or credit requests on a case-by-case basis. Approval is not guaranteed. The member must provide enough information for ExpatPostal to locate the account, payment, service period, invoice, and reason for the request.

12. Common non-refundable situations

The following situations generally do not qualify for a refund unless applicable law requires otherwise or ExpatPostal approves an exception in writing:

• The member changed their mind after signup, reservation, payment, or activation.
• The member did not use the account, did not receive mail, did not use all scans/packages, or did not use all months in a prepaid period.
• The member failed to complete onboarding, identity verification, payment setup, required postal authorization, or requested documentation.
• A third party refused, rejected, questioned, delayed, or would not accept the ExpatPostal address or Residential Address Add-On.
• The member sent mail or packages before activation, used an incorrect mailing format, used an unauthorized recipient name, or sent prohibited/restricted items.
• The member failed to monitor notifications, scans, portal updates, billing notices, storage deadlines, package pickup deadlines, or account emails.
• The account was suspended, limited, denied, or terminated because of missing payment, violation of policy, prohibited use, fraud risk, abuse, legal/compliance risk, or noncooperation.
• Fees were paid to third parties, carriers, postal providers, payment processors, coworking locations, or other outside providers and are no longer recoverable.
• A promotional discount, launch price, coupon, or offer became available after the member already paid.
• Completed scans, completed shredding, completed special handling, completed check scan work, completed important document handling, completed package handling, completed U.S. letter sending, or completed administrative work.

13. Mail, packages, and account closure after cancellation

Canceling a membership does not automatically dispose of, forward, return, release, scan, or destroy mail or packages that may already be associated with the account. Final handling depends on the account status, payment status, item type, applicable law, postal rules, plan rules, and ExpatPostal procedures.

• The member must provide final instructions for any eligible remaining mail or packages and pay any required fees, storage charges, overages, handling charges, postage, carrier costs, or administrative charges.
• ExpatPostal may refuse new mail, return mail, hold items for review, require pickup, require payment, discard junk mail, shred eligible paper items, or follow abandoned-mail procedures after cancellation or nonpayment.
• Members should update banks, agencies, employers, senders, subscriptions, retailers, and other third parties before cancellation to prevent new items from being sent to a closed account.
• Cancellation does not remove ExpatPostal's right or obligation to retain records needed for billing, compliance, fraud prevention, disputes, postal authorization, privacy, tax, legal, or operational purposes.

14. How to request a refund, billing review, or cancellation

To request a refund, account credit, billing review, or cancellation, the member should contact ExpatPostal through the approved account portal, support channel, or website contact method and include enough information for review.

• Include the member name, account email, phone number, invoice or transaction date, plan or add-on involved, amount charged, and the reason for the request.
• If the request involves a cancellation, submit the request before the next renewal date and ask for written confirmation that cancellation has been processed.
• If the request involves a billing error, include a screenshot, invoice number, receipt, or transaction details where available.
• ExpatPostal may request additional information before approving or denying the request.
• Approved refunds may be returned to the original payment method when possible. Processing times depend on the payment processor, card issuer, bank, and applicable payment network rules.

15. Chargebacks and payment disputes

Members are encouraged to contact ExpatPostal support before filing a chargeback or payment dispute. Chargebacks can delay resolution, increase fees, and cause account suspension or service interruption while the dispute is investigated.

• If a chargeback is opened, ExpatPostal may pause mail handling, portal access, package release, add-ons, or account changes until the dispute is resolved.
• The member remains responsible for valid charges, storage fees, postage, carrier costs, completed services, and any fees caused by the dispute to the extent allowed by law and applicable terms.
• Filing a chargeback does not cancel the account. The member should still submit a cancellation request through the approved process if they want to stop future renewals.

16. Policy updates and conflicts

ExpatPostal may update this Refund & Cancellation Policy from time to time. If this policy conflicts with the current Terms & Conditions, Privacy Policy, Mail Handling Policy, checkout terms, pricing page, member agreement, invoice, portal instructions, or a legally required procedure, the more specific or more current controlling document will apply.

• Pricing, promotions, plan names, add-on availability, billing periods, and refund procedures may change prospectively.
• Any exception, waiver, refund, or credit must be approved by ExpatPostal in writing and applies only to the specific account, charge, and circumstance approved.

17. Questions and support

For billing questions, cancellation requests, refund reviews, account credits, Residential Address Add-On questions, final mail handling, or account closure assistance, contact ExpatPostal support through the approved account, website, or customer support channel.

Recommended support email: info@expatpostal.com