Refund & Cancellation Policy · Merdot Mail

Refund & Cancellation Policy · Merdot Mail

Last updated: 17 July 2026

This Policy explains how billing, cancellation, and refunds work for Merdot Mail, the business email service operated by MERDOT ("Merdot", "we", "us", "our"), based in Ahmedabad, Gujarat, India. It applies to all paid subscriptions purchased at merdotmail.com or through our sales team.

By subscribing to Merdot Mail you agree to this Policy together with our Terms of Service and Privacy Policy. If anything here conflicts with a signed order form or enterprise agreement, the signed agreement prevails for that customer.

All prices are per mailbox, per month, and are billed in advance for the full term you choose. Amounts shown are exclusive of tax; 18% GST is added and shown separately on your invoice.

1. How billing works

Merdot Mail is a prepaid subscription. We do not bill monthly. You choose one of two prepaid terms and pay for the whole term up front:

• Annual (12 months), or
• Half-yearly (6 months).

You pay for the number of mailboxes you provision, at your chosen plan (Lite ₹59, Standard ₹99, or Pro ₹199 per mailbox / month), multiplied by the term length, plus 18% GST.

Example: 5 Standard mailboxes on an annual term = 5 × ₹99 × 12 = ₹5,940 + 18% GST (₹1,069.20) = ₹7,009.20 payable up front.

Subscriptions renew automatically at the end of each term so your email keeps working without interruption. We will email the billing contact on your account a renewal reminder before each renewal charge. You can turn off auto-renewal at any time from the billing settings in your admin console, or by writing to contact@merdotmail.com. Payments are processed securely through Razorpay; Merdot does not store your full card details.

2. How to cancel

You can cancel at any time. To cancel:

• Turn off auto-renewal in your Merdot Mail admin console (Billing → Subscription), or
• Email contact@merdotmail.com from the registered admin/billing address, stating your organisation name, registered domain, and that you wish to cancel.

We will confirm your cancellation by email, usually within 2 business days. If you do not receive a confirmation, please assume the request has not been actioned and contact us again · a cancellation is only effective once we confirm it.

Cancelling stops the next automatic renewal. It does not, by itself, shorten or end your current paid term (see Section 3), and it does not automatically qualify you for a refund of the current term (see Section 4).

3. What happens when you cancel

Service continues to the end of your paid term. When you cancel, your mailboxes stay fully active until the last day of the term you have already paid for. You keep sending and receiving email as normal until then. At the end of the term, the subscription simply does not renew.

Data export window. Your data belongs to you. Before your term ends · and for a grace period of 30 days after the term-end (or after a confirmed early cancellation date) · you can export your mailbox data (for example over IMAP, or via the export tools in the admin console). We recommend exporting well before the deadline.

After the grace period. Once the 30-day grace period ends, mailboxes are deactivated and the associated mailbox data is scheduled for permanent deletion from our systems in India (AWS Mumbai, ap-south-1), in line with our Privacy Policy and the retention rules under the Digital Personal Data Protection Act, 2023 (DPDP Act). Deleted mail cannot be recovered. If you need a longer retention or export window, contact us before your term ends and we will try to help.

Suspended or terminated for breach. If we suspend or terminate your service for breach of our Terms (for example, sending spam or unlawful content, or non-payment), the data-export window may be shortened or unavailable, and no refund is due. We will still meet any minimum data-handling obligations required by law.

4. Refund eligibility

Because Merdot Mail is a low-cost, prepaid service, our refund stance is deliberately simple and fair:

7-day money-back window (new subscriptions). If you are a new customer and you are not satisfied, tell us within 7 days of your first activation and we will refund your subscription fee in full. This covers your very first paid term.

7-day window on renewals. If an automatic renewal charge catches you out, you have 7 days from the renewal charge date to cancel and request a refund of that renewal, provided the renewed term has not been substantially used (for example, no significant volume of new mail sent/received on the renewed term). We would rather refund a renewal you didn't want than keep you locked in.

After the 7-day window · no pro-rata refund. Once the applicable 7-day window has passed, the term is non-refundable. If you cancel part-way through a paid term, you keep the service until the end of that term (Section 3), but we do not refund the unused portion. This applies to both annual and half-yearly terms.

Mailbox count and downgrades. Reducing your mailbox count or downgrading your plan takes effect at your next renewal. We do not refund the difference for mailboxes or plan tiers you stop using mid-term. Adding mailboxes or upgrading mid-term is charged pro-rata for the remainder of the current term.

Always refundable (our fault). Regardless of the windows above, you are entitled to a fair refund if we fail to deliver the service · for example, a prolonged outage in breach of a written service commitment, a duplicate or incorrect charge, or a billing error on our side. Contact us and we will make it right.

Exceptions. We may decline a refund where the account was used to violate our Terms (e.g. spam or abuse), where a promotional or custom-quoted price was given on the basis of a fixed term, or where a signed enterprise order form specifies different refund terms.

5. GST on refunds

Our invoices show the fee and 18% GST separately. When we approve a refund, we refund the eligible amount together with the GST charged on that amount, and we issue a GST credit note for the refunded value as required under Indian GST law.

Because the tax adjustment is made through a credit note, the GST portion is handled in our GST returns and yours · if you had claimed input tax credit (ITC) on the original invoice, you should reverse the ITC to the extent of the credit note. We will provide the credit note document you need for your records.

Refunds are made in Indian Rupees (₹) to the original payment method. We do not refund to a different account, card, or person than the one used for the original payment.

6. Chargebacks

If you believe a charge is wrong, please contact us first at contact@merdotmail.com · we can almost always resolve billing issues faster than a bank dispute, and we genuinely want to.

Raising a chargeback or payment dispute with your bank or card issuer for a service we have lawfully delivered is not a substitute for cancellation, and may lead us to suspend the affected mailboxes to protect our systems while the dispute is investigated. Suspension for an active chargeback does not extend your term or create a right to a refund.

Where a chargeback is raised against a charge that we can show was legitimate and the service was delivered, we may contest it with evidence (invoices, activation and usage records, and this Policy). Any amounts recovered by an invalid chargeback, plus reasonable dispute costs, remain payable. If you have a genuine problem, talk to us · we would rather fix it.

7. How to request a refund, and processing time

To request a refund, email contact@merdotmail.com from your registered admin/billing address with:

• Your organisation name and registered email domain,
• The invoice or payment reference, and
• A brief reason for the request.

What happens next:

• We acknowledge your request, usually within 2 business days.
• We review eligibility under this Policy and confirm the approved amount (including the GST adjustment and credit note).
• Once approved, we process the refund to your original payment method through Razorpay within 7-10 business days.
• Your bank or card issuer may take a further 5-7 business days to reflect the credit in your account. Timelines outside our systems (bank/Razorpay settlement) are not within our control.

We will keep you updated by email until the refund is completed.

8. Contact, governing law, and legal note

Contact for all billing, cancellation, and refund matters: MERDOT · Merdot Mail Email: contact@merdotmail.com Address: Ahmedabad, Gujarat, India

Governing law. This Policy is governed by the laws of India, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and applicable GST law. Any dispute is subject to the exclusive jurisdiction of the courts at Ahmedabad, Gujarat.

Changes. We may update this Policy from time to time. Material changes will be notified to your billing contact and posted at merdotmail.com. The version in force at the time of your purchase or renewal governs that term.

Legal review note: This document is a template prepared for MERDOT's use and should be reviewed by a qualified Indian lawyer (for GST credit-note treatment, DPDP retention/deletion obligations, and consumer-protection wording) before it is published or relied upon.