Refund Policy

1. Summary

If MarbleSend is not right for you, ask for a refund within 14 days of purchase and we will refund the price you paid.

2. What this covers

This policy applies to purchases made on marblesend.com, which are processed by our payment provider (acting as Merchant of Record where applicable, for example Paddle or Dodo Payments). Purchases made on Envato CodeCanyon are refunded under Envato's refund policy; please contact Envato.

3. How to request a refund

If you are within 14 days of your purchase, you can initiate a refund through any of the following methods:

• In the app: If you bought your license on marblesend.com, open Settings > License in MarbleSend and use the Refund card, which is shown during the 14 days after purchase. You can add an optional reason and must confirm that you understand your license will be deactivated if the request is approved.
• Email support: Send an email to hello@marblesend.com from the email address used during purchase. Please include the order number or transaction ID shown on your receipt.
• Via your payment receipt: Open the original purchase receipt email sent by the payment provider and use the customer support / order assistance link, if available, to request a refund directly.

How a request made in the app is handled:

• Every request is reviewed by our team. Nothing is refunded automatically. We email you when we receive your request and again with the outcome.
• If it is approved, the refund is processed as described below and the license is deactivated as described in section 4.
• If we cannot approve it, the email and the Refund card show the reason.
• Scope: a request made in the app covers your license. For optional prepaid services (section 6), email us.
• One request per license, made from the installation where the license is activated. The Refund card closes 14 days after purchase; after that, see section 5.
• Downloads: the installer and one-click updates are available from the moment of purchase. The manual download link in Settings > License appears once the 14 days have passed.

Once submitted, the refund is processed through the payment provider with the following mechanism:

• 100% Full refund with zero deduction: You receive a full 100% refund of the total amount paid, including any applicable sales tax or VAT collected at checkout. No administrative or processing fees are deducted from your refund.
• Original payment method: Funds are automatically credited back to your original payment method (e.g., the specific card or PayPal account used at checkout).
• Processing timelines: Funds typically appear in your account within 3 to 5 business days for credit/debit cards (subject to your bank’s clearing times), or within 1 to 2 business days for PayPal and digital wallets.
• Refund confirmation: Where the payment provider issues one, you will receive an official refund confirmation (such as a Credit Note) by email for your accounting records.

4. What happens when a license is revoked

When a refund is processed or a license is revoked from our license management system, the License Key is permanently deactivated. To provide full transparency and protect both parties, the following policies take effect:

• Immediate cessation of cloud add-ons: Access to vendor-managed cloud services — including the Managed Amazon SES Relay and preloaded AI Copywriting Assistant credits — terminates immediately upon revocation at the server level.
• Soft-lock of sending capabilities: Once the local installation detects the revoked status (via periodic verification or manual recheck), the application enters a non-destructive soft-lock mode. Initiating new email campaigns, scheduling recurring broadcasts, and creating new automated autoresponders are disabled.
• In-app updates and support: Access to in-app 1-click version updates, new downloadable releases, and official technical support ceases.
• 100% Data sovereignty and export access: We strictly uphold data sovereignty. Your application will never delete, corrupt, or lock your local database or uploaded files. You retain full administrative access to log into your dashboard, view historical analytics, and export your subscriber lists (CSV) and email templates at any time.
• Active queue completion: Any campaign batch actively in the middle of delivery when revocation occurs will complete its queued batch gracefully to preserve database consistency and prevent corrupted sender states.

5. After 14 days and exceptions

Requests after 14 days are not guaranteed, but we review them in good faith and always honor refund rights that the law gives you. A refund may be declined in cases of clear abuse, such as repeated refund-and-reuse or chargeback fraud.

6. Optional prepaid services

Where we offer optional prepaid services, unused balance bought within the last 14 days can be refunded; balance already used is not refundable. Each service states this at purchase. Taxes are refunded together with the price.

Extending the update period of a license (1 or 2 more years) is a one-time payment that is not refundable once made, unless the law that applies to you says otherwise. The checkout states this before you pay.