Refund Policy
General Information
At ColdRelay, we are dedicated to delivering exceptional email outreach services and support. However, we recognize that there may be instances where customers encounter issues. This refund policy outlines the conditions under which a refund may be issued and cases where refunds cannot be granted.
Non-Eligible Refunds
Refunds are NOT provided in the following situations:
Domain Purchases
Domains are registered by ColdRelay and included with your subscription; extra domains are billed at $15/year. Domain fees are non-refundable and domains are not transferable — if you cancel, the domains remain with ColdRelay.
Non-adherence to Best Practices
Outside the 14-day guarantee described below, refunds will not be issued if the customer's misuse of email practices results in a decline in email or domain reputation. Misuse includes, but is not limited to, sending spam emails, using spam trigger words, or including excessive or disreputable links. This exclusion never overrides the 14-day guarantee, and it is the same line the placement credit draws: a dip we caused is ours to make good, a dip caused by how a campaign was sent is not.
Eligibility for Refund
Every subscription is covered by the same inbox-placement guarantee we publish on our website and in our Terms of Service. It has two remedies — which one applies depends on when the placement drop happens:
95% inbox placement in your first 14 days, or your money back: If your inbox placement rate is below 95% at any point during the first 14 days of your subscription, you are eligible for a full refund of that first subscription payment and cancellation of your plan. No questions asked — the exclusions in our Refund Policy do not apply to this guarantee.
95% inbox placement after that, or a credit for the affected period if the cause is ours: After the first 14 days, the guarantee continues as a credit. If your inbox placement rate drops below 95% during a monthly billing cycle because of an infrastructure problem on our side, we fix it and credit the affected period — the part of that billing cycle your placement was below 95%.
An infrastructure problem on our side means the cause sits in something we run for you: your mailboxes, your domains, the DNS and authentication records we manage, the sending IPs, or the relay itself. It does not cover placement lost to how a campaign was sent — list quality, copy, complaint rates, or sending outside the best practices in the app.
Separately from the guarantee, after the first 14 days you may also be eligible for a refund of your most recent subscription payment for service unavailability: if your email accounts were unable to send or receive mail for more than 14 days during a monthly billing cycle because of a technical issue on ColdRelay's side that we could not resolve promptly.
Domain fees remain non-refundable in every case, and domains stay with ColdRelay as described above.
Refund Process
To request a refund or a placement credit, eligible customers should contact our customer support team at support@coldrelay.com. Once the request is reviewed and approved, the refund or credit is processed within one to two business days.
By adhering to this policy, both ColdRelay and its customers can maintain a fair and transparent relationship focused on delivering high-quality service.
Last updated: September 2026