Billing, Subscriptions, Credit Recharges, Cancellation FAQ

How does my subscription get billed? What is my account credit balance used for?

Every mailbox is tied to a billing account. The credit balance in the billing account is applied towards your subscription and usage fees. Subscription fee is the monthly fee for the plan you signed up for. Usage fees are additional cost you incur for all other purposes such as:

• Extra mail receiving and mail scanning fees that go above the quota included in your plan.
• Additional recipients that you have added and are not covered by your plan.
• All shipping charges.
• Any other extra personalized services that you ask us to perform for you, such as extra delivery services or check deposit services.

If you do not have enough credit in your account balance, processing for your requests may be delayed.

How does automatic recharge work?

For your convenience, we have an automatic recharge feature that will recharge your account whenever your account balance falls below $0. The amount we recharge is set in your Account Settings and can be changed by you at anytime.

If your credit balance is negative by an amount that is more than the recharge amount you set, we will bill you based on the minimum amount necessary to make your account balance positive that is a multiple of your recharge amount. Examples below will better demonstrate what we mean:

• If your credit balance is -$1 and you set your recharge amount at $5, then we will perform an auto-recharge of $5, leaving you with $4 remaining in your account balance.
• If your credit balance is -$6 and you set your recharge amount at $5, then we will perform an auto-recharge of $10 (2 x $5).
• If your credit balance is -$24.95 and you set your recharge amount at $10, then we will perform an auto-recharge of $30 (3 x $10).

Can I upgrade or downgrade my pricing plan? How?

Yes, you can upgrade and downgrade your pricing plan at any time. Send us an email and tell us which pricing plan you wish to change to. We will make this change for you.

Your new pricing plan will become effective on the next billing cycle. So if you are halfway through your current cycle, you will need to wait until the following cycle to see your new plan.

What is your refund policy?

If you cancel within 30 days after you sign up, we will fully refund you the first month’s subscription fee and any remaining credits in your account balance. Credits that you have already used (ie. for shipping or additional page scans) are not refundable.

If you cancel after 30 days, we will service you until the end of the current billing cycle. The remaining credits in your billing account will be refunded. Monthly subscription fees are NOT refunded. The credit will either get refunded back to your credit card or mailed to you as a check.

How do I cancel my account?

To cancel your account, simply send us an email telling us that you wish to have you account canceled. A few things happen when your account is canceled:

• We will continue to serve you until the end of the your current billing cycle.
• At the end of the billing cycle, we will disable your login and no longer accept nor scan your incoming mail.
• Any remaining credits you have in your account will then get refunded.
• Any remaining physical mail in our facility will get trashed and shredded unless you give us specific instructions on what to do with it (ie. forward it).

It is important for you to perform the following actions before your account is fully terminated.

• Download any mail or scanned pages that you want to keep. You won’t be able to login once your account is terminated.
• Make sure to update your mailing addresses you have on file with other people or companies.
• Notify anyone you know about your change of address.

What happens to my physical mail left in your facility after I cancel my account?

If you have particular requirements about how you want your mail handled after you cancel your account, you can let us know in your account cancellation email. An example of this is when you want all your existing physical mail in our facility to be packed and forwarded to you. We will weigh the package and give you the mail forwarding fee required to ship the package. This fee will be deducted from your remaining account credit balance. You will need to make sure you have enough credits in your account to satisfy this shipping fee.