Refund & Cancellation Policy
Last updated June 23, 2026
This policy explains when we will and will not issue refunds. It is part of our Terms of Service; capitalized terms have the meaning given there. In short: unused Credits may be refunded at our discretion to your original payment method; Credits already spent on a send are final; and Subscription fees for the current period are not refundable.
1. Credit purchases
Credits are prepaid service units (US$1.00 each), and buying them is generally final. We may, at our discretion, refund unused Credits, or Credits that were charged in error. Refund requests for unused Credits are reviewed case-by-case; there is no guaranteed refund window, and Credits do not expire, so they remain available for you to use instead. Credits that have been spent on a send are not refundable (see Section 3).
2. How to request a refund
Email support@handfelt.co with your account email, the transaction date, the amount, and the reason. Any approved refund is issued only to the original payment methodused for the purchase — we cannot refund to a different card, account, person, or as cash, and we do not provide alternative store credit beyond your existing Credit balance.
3. Spent Credits are final
Credits are considered spent once a Campaign is submitted, processed, printed, posted, mailed, or otherwise placed into production. Spent Credits are non-refundable, including where the related mailing has already been performed or costs have already been incurred. This is the rule that lets us begin production immediately when you send.
4. If Handfelt is at fault
If a defect in a mailed piece is caused by Handfelt — for example, a printing error, a processing error on our part, or a piece we fail to mail — we will reprint the affected pieces or re-credit their cost, at our discretion. Please report the issue to support@handfelt.co within a reasonable time of the expected delivery date, with evidence such as a photo. This remedy is the exclusive remedy for production defects.
5. Things that are your responsibility (no refund)
- Inaccurate addresses you provided. Mail that is undeliverable or returned because of an incorrect or incomplete address is not refundable, and Postage is still incurred.
- Errors in your content.Typos, wrong merge fields, or wrong message text in what you submitted are not Handfelt’s responsibility.
- Change of mind after submitting. Once a Campaign is submitted and in production, the Credits are spent and non-refundable.
- USPS loss, delay, or damage.After mail is tendered to USPS, delivery is USPS’s responsibility; any claim must be made with USPS. We do not guarantee delivery dates.
6. Subscriptions
Paid plans renew automatically until you cancel. You can cancel anytime through the Stripe customer portal (“Manage billing”); your plan stays active through the end of the period you already paid for, then reverts to the free Starter plan. Subscription fees for the current period are not refundable, and we do not pro-rate a cancellation mid-period. Upgrades take effect immediately and are prorated; downgrades take effect at the end of the current period. A Subscription does not include Credits.
7. Unused Credits and account closure
Unused Credits do not expire and remain in your account. If your account is terminated for violating our Acceptable Use Policy, any remaining Credits are forfeited. If you close your account voluntarily, you may request a refund of unused Credits to your original payment method under Section 1.
8. Chargebacks and clawbacks
If you dispute a charge with your bank or card issuer, we will reverse the corresponding Credits from your balance (a “clawback”). If the clawback exceeds your remaining balance, we will follow up with you to resolve the shortfall — we do not automatically bill you— and your account may be suspended pending resolution. Repeated or abusive disputes may result in account termination.
9. Price lock and refund-abuse prevention
The price of a Campaign is locked at the moment you submit it and is never re-priced if our rates or your plan tier change afterward. Because spent Credits are final, you cannot upgrade to a lower per-piece tier, send a Campaign at that rate, then downgrade and recover the spent Credits. Patterns that appear designed to exploit pricing in this way will be reviewed and may result in account suspension.
10. Scenario summary
| Scenario | Outcome |
|---|---|
| Unused Credits, or Credits charged in error | Refundable at our discretion, to the original payment method |
| Credits already spent on a send | Final — no refund |
| Campaign already printed / in production / mailed | Final — no refund |
| Defect caused by Handfelt (print/processing error, piece not mailed) | Reprint or re-credit, at our discretion |
| Undeliverable / returned due to an address you provided | No refund; Postage still incurred |
| USPS loss, delay, or damage after mailing | No refund from Handfelt; file a claim with USPS |
| Change of mind / typo in your own content after submitting | No refund |
| Subscription canceled mid-period | No refund; access continues to end of paid period |
| Subscription auto-renewal just charged | No refund of the current period; cancel to stop future renewals |
| Upgrade tier → send at lower rate → downgrade → request refund | No refund (price locked at send); may trigger account review |
| Chargeback after Credits were spent | Credits clawed back; account review; no auto-billing for any shortfall |
| Duplicate or accidental charge | Genuine duplicate charges are refunded to the original payment method |
| Account terminated for Acceptable Use Policy violation | Remaining Credits forfeited; no refund |
11. Our discretion
We review refund requests case-by-case and may decline requests that fall outside this policy or that show a pattern of abuse. Where we grant a refund or credit as a courtesy, doing so does not waive this policy for future requests.
12. Contact
Questions about a charge or a refund? Email support@handfelt.cowith “Refund Request” in the subject line.