Refunds & credit returns

The simple version: you are never charged for cards that don’t get produced. Credits are held when you submit and only charged for the postcards Mailr actually makes, so anything dropped along the way comes back to your balance on its own. This page covers what returns automatically, where to see it, and the policy limits behind the automatic parts.

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Credits that come back automatically

You don’t have to ask for any of these. Some refunds pass through a review step first, so you may briefly see Refund Pending in Transaction History before it settles to Refunded. If a request isn’t approved it shows as Refund Denied — email support@getmailr.com and we’ll explain the specific case. Because per-card pricing is graduated, a refund is returned against the lowest-priced band you filled first, which keeps your remaining cards for the month priced correctly. How the bands work is covered in Credits & pricing.

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Cancelling a campaign that’s already in flight

There is no self-serve cancel-and-refund button once a campaign has left Draft or Submitted. Up to and including Submitted you can withdraw it yourself and the hold is released. After that — In production, Ready to mail, Printing, Mailed — email support@getmailr.com as early as you can and we’ll tell you what’s still possible. Campaign statuses & timelines shows exactly where that line sits.

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What credits are, in policy terms

These points come from Mailr’s Terms of Service. They sit alongside the automatic refunds above, not against them.

• Credits are prepaid and are generally not refundable as cash, except where the law requires. They have no cash value and are not transferable between accounts.
• Credits expire 12 months after purchase, and are always spent oldest-first.
• Purchased credits stay in your balance until you use them — expiry aside, unspent credits aren’t lost when a campaign changes or is cancelled.

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Delivery and print quality

Once your mail is handed over, delivery is in the postal service’s hands.

• Mailr’s responsibility for a mail piece ends when the postal service accepts it. Postal delays, loss, or damage after that point don’t carry a refund or credit, and postage itself is not refundable. There is no guaranteed delivery date on standard mail.
• If a mail piece has a material defect that’s down to Mailr, tell us in writing within 30 days of the mail date. The remedy is a reprint or a credit, at Mailr’s election, and that is the sole and exclusive remedy.
• Minor variation in color, cropping, or print density within normal commercial tolerances is not a defect. Printing on paper never matches a screen exactly.
• Mailr does not guarantee results — response, scans, leads, jobs, or revenue. The analytics and attribution in your dashboard are informational and may be incomplete.

The full terms are linked in the footer of the Mailr app. If anything here and the Terms of Service disagree, the Terms govern.

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Raising a question about a charge

Open Billing → Transaction History and find the row in question — campaign charges link straight to the campaign, which makes the conversation quick. Then email support@getmailr.com with the date, the amount, and the campaign name. Billing questions tied to your specific account can only be answered by a person, not by resubmitting the campaign.

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Next steps