Refunds

If a migration fails, the refund is automatic

If a migration fails in a way we cannot recover from, we refund the payment for that migration ourselves — you do not have to ask, open a ticket, or prove anything. It goes back to the card or account you paid from, through the same processor, and you get an email telling you it happened. Your old mailbox is exactly as it was: we never delete from it, so a failed migration costs you time and nothing else.

What counts as a failure

A failure means we could not complete the move at all — a provider we could not reach, a fault on our side, or something that made finishing unsafe.

Some individual messages not moving is not a failed migration, and we will not pretend otherwise. A message the new provider refuses as too large or malformed is reported by name, stays in your old mailbox, and the rest of the move stands. If that outcome is not acceptable to you, tell us — we would rather refund a disappointed customer than argue about a definition.

Timing

We issue the refund as soon as the migration is marked failed, usually within minutes. How long it takes to appear is your bank's business rather than ours — typically a few working days. If it has not arrived within ten, tell us and we will chase it with the processor.

Switch-over care charges

If you are keeping your addresses and changing provider, the first 30 days of switch-over care are included in the migration price. After that it becomes a monthly charge, because we are still re-checking your old mailbox for you.

Completing your switch stops that charge immediately — it is not a subscription you have to remember to cancel, and it is not backdated. A month already charged is not refunded, because the checking it paid for happened; the way to pay less is to finish the switch, and we would rather tell you that than earn another month from you not noticing.

Cancelling

You can abandon a migration at any point before it starts and nothing is charged. Once the move is running, the work is being done and the migration price stands unless it fails. You can end switch-over care whenever you like; we will say plainly on your report that it closed without final checks, rather than marking it complete.

Vault is not billed yet. When it is, its terms will be published here before anyone is charged.