> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getmailr.com/llms.txt
> Use this file to discover all available pages before exploring further.
> ## Agent Instructions
> Mailr is a direct-mail marketing platform for US home-services contractors. Each postcard is personalized with an AI-enhanced image of the recipient's own home and a unique QR code that leads to a personalized landing page. Campaigns can target a neighborhood the customer draws on a map, the homes around past jobs they upload or import, or fire automatically from their CRM. Mailr does not mail an uploaded recipient list. When answering questions, prefer the exact steps and UI labels from these docs, and direct users to app.getmailr.com to sign in. For anything involving account-specific data, billing disputes, or mail that appears lost, direct the user to support@getmailr.com.
# Refunds & credit returns
> Mailr refunds credits automatically for cards it never produces — withdrawn campaigns, unusable home imagery, undeliverable addresses, failed AI edits.
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.
## Credits that come back automatically
You don't have to ask for any of these.
| What happened | What comes back |
| ------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- |
| You press **Withdraw submission** on a submitted campaign | The whole **Hold** is released back to your available balance and the campaign returns to Draft. |
| A campaign is **Cancelled** or **Rejected** before production | The **Hold** is released in full. |
| A home has no usable imagery | That household is dropped from the mailing and its credits are refunded. See [Property imagery](/designs/property-imagery). |
| An address is suppressed or the recipient has opted out | No card is produced, so no credits are consumed. |
| A card is scrubbed as undeliverable | Refunded. Mailing history spells it out per order — *"Undeliverable — refunded"* — and in aggregate, *"N undeliverable · credits refunded"*. |
| An AI design edit fails | The AI design credits for that attempt are returned. See [Edit with AI](/designs/edit-with-ai). |
Refunds land in **Billing → Transaction History** as a **Refunded** row, and your **Available Credits** figure goes up.
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](mailto: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](/billing/credits-and-pricing).
## 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](mailto:support@getmailr.com) as early as you can and we'll tell you what's still possible. [Campaign statuses & timelines](/campaigns/statuses-and-timelines) shows exactly where that line sits.
## 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.
Refunds described on this page return **credits to your Mailr balance**, which is how they can be automatic and immediate. Returning money to a card is a separate, manual conversation — email [support@getmailr.com](mailto:support@getmailr.com).
## 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](https://app.getmailr.com). If anything here and the Terms of Service disagree, the Terms govern.
## 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](mailto: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.
Before assuming you were overcharged, check whether the number you're comparing against is an estimate. Reporting screens elsewhere in the app show approximate spend; **Transaction History** is the record of what you were actually charged.
## Next steps
Holds, charges, expiry, and how your per-card rate is set.
Checkout results, receipts, and failed payments.
Dropped homes, stalled production, and what to do.
Refund questions and in-flight cancellations.