Refund and Credit Policy

Monthly and annual subscription fees are non-refundable once charged, except where required by law, for a duplicate or erroneous charge, for a verified Diversified Engage service failure where management approves a remedy, or where management approves an exception.

Cancellation does not create a prorated refund for unused time in the current billing period.

Annual subscriptions are non-refundable after purchase or renewal. Unused months are not prorated.

Included plan allowances have no separate cash or refundable value.

Upgrades may create an immediate or prorated charge according to normal billing behavior.

Downgrades do not create refunds for already purchased time or benefits.

Purchased outbound email credits are non-refundable.

Your plan's included allowance is used first. Purchased outbound credits expire 60 days after purchase, and you may request repeatable free 30-day extensions. The oldest-expiring purchased credits are used first.

Credits add capacity only. They do not increase sending speed or override provider, compliance, deliverability, pacing, platform-capacity, or eBay rules.

If your account is canceled while purchased outbound credits still have time remaining, the remaining expiration time is frozen at cancellation and does not count down while the account is canceled. The credits are not converted to cash or refunded. If the account is later restored, the expiration clock resumes from the exact time that remained at cancellation. For example, a credit batch with 23 days remaining at cancellation again has 23 days remaining when the account is restored, even if it was canceled for four months. Original purchase dates are not changed.

Purchased Website Message credits are non-refundable. They do not expire under the current program. Your included monthly Website Message allowance is used first.

If your account is canceled, purchased Website Message credits remain attached to the account. They are not converted to cash or refunded, and they remain available if the account is later restored, subject to lawful account retention and any legitimate account termination rules.

A validation purchase is refundable if it is canceled before processing begins, and non-refundable once processing begins.

Completed validation is non-refundable, except where you were charged more than once, where Diversified Engage failed to provide the purchased service, where a material processing error attributable to Diversified Engage makes the purchased result unusable, where law requires a refund, or where management approves an exception.

Auto top-up purchases follow the refund rules of the item purchased. Outbound auto top-up buys non-refundable outbound credits with the normal expiration and cancellation-freeze rules. Website Message auto top-up buys non-refundable, non-expiring Website Message credits.

A properly triggered auto top-up is not refundable merely because you later change or turn off auto top-up. Duplicate or erroneous auto top-up charges are corrected.

Exact-quantity purchases follow the refund rules of the underlying product.

Custom and Enterprise agreements may contain specific refund terms. Where a written custom agreement expressly conflicts with this policy, the approved custom agreement governs that purchase.

There is no subscription charge to refund on a complimentary or billing-waived plan. Separate paid purchases, such as credits or validation, still follow this policy.

Discounted subscription pricing does not create different refund rights. Credits, validation, and add-ons follow their normal rules.

A refund, where otherwise approved, is based on the amount actually paid. It is never calculated from a crossed-out regular price, a future price, a reference price, or a price you did not pay.

A later pricing change does not create a retroactive refund or price adjustment for a prior billing period.

We investigate and correct verified duplicate or unauthorized system-generated billing errors. A correction may be a refund to the original payment method, reversal of the duplicate charge, a credit correction, an entitlement correction, or another appropriate account adjustment.

For a verified Diversified Engage service failure, management may choose an appropriate remedy, such as restoring credits, replacing the service, extending credit expiration, issuing account credit, or a partial or full refund.

A refund is not automatically owed for recipient mailbox issues, provider delays, deliverability conditions, pacing, throttling, compliance restrictions, platform-capacity controls, or conditions outside Diversified Engage's reasonable control.

If an account is terminated for fraud, abuse, unlawful activity, prohibited sending, material rules violations, chargeback abuse, or another material breach, unused subscription allowances are not refundable and purchased credits are generally not refundable. Management may apply an exception, and legally required refunds are honored.

The cancellation credit-freeze described in section 3 does not apply automatically to a management or security termination.

Please contact Support before disputing a charge with your bank or card issuer. A payment dispute may temporarily restrict the affected paid service or credits while payment status is resolved. If payment is ultimately reversed, refunded, or not retained, Diversified Engage may reverse the corresponding subscription, credits, or paid entitlements.

Approved monetary refunds normally return to the original payment method. Diversified Engage controls when a refund is submitted; your bank, card issuer, or payment network controls when it posts, so we cannot promise a posting time.

Management may issue account or service credits where appropriate. Promotional or discretionary credits normally have no cash value, are not transferable unless explicitly allowed, and may have their own expiration or conditions. Purchased credits continue to follow their own rules.

Diversified Engage may approve refunds, credits, restorations, extensions, or other accommodations as exceptions. An exception in one case does not create an obligation to make the same exception for another customer. Nothing in this policy limits rights that cannot legally be waived.

If you have an account, sign in and use Support inside Diversified Engage for refund and billing requests. You can also email CustomerService@DiversifiedEngage.com. Please identify your account and the charge or purchase concerned.

This policy forms part of the Diversified Engage Terms and Conditions at /legal/terms.