Refund Policy
Last updated: 16 September 2026
We want every order to work. This policy explains when a refund or a replacement applies to inboxes, domains and managed setup services purchased from Scale Inbox LLC.
1. Replacement guarantee
If an inbox is suspended or fails to authenticate within 14 days of delivery for a reason attributable to provisioning on our side, we replace it free of charge. Replacements are the primary remedy because inboxes and domains are provisioned with third-party providers at the moment of purchase.
2. Refunds before delivery
Orders cancelled before provisioning begins are refunded in full. Once domains have been purchased or inboxes created, the cost of those third-party items is non-refundable.
3. Refunds after delivery
- Undelivered inboxes beyond 7 business days, where the delay is our fault, are refunded in full.
- Partially delivered orders are refunded pro rata for the undelivered portion.
- Delivered and functional inboxes are non-refundable, as they cannot be resold.
4. What is not covered
- Suspensions caused by campaign content, list quality, complaint rates or exceeding recommended sending volumes.
- Domains blacklisted after handover due to your sending activity.
- Changes to Google or Microsoft policy that affect accounts after delivery.
- Dissatisfaction with campaign results — we supply infrastructure, not campaign outcomes.
5. Cold Machine Setup packages
Cold Machine Setup Basic ($350) and Premium ($700) are one-time services. They are refundable in full if cancelled before we begin sourcing domains. Once domains are purchased or inboxes created, the cost of those third-party items is deducted from any refund and the remaining service fee is refunded pro rata against work completed.
6. How to request a refund
Email support@scaleinbox.com with your order reference and a short description of the issue. Approved refunds are returned to the original payment method within 5–10 business days.
7. Chargebacks
Please contact us before opening a dispute with your bank. Accounts with an open chargeback are suspended until the dispute is resolved.
8. Contact
Scale Inbox LLC
30 N Gould St, Ste R
Sheridan, WY 82801, USA
U.S. support: +1 (505) 523-2429
support@scaleinbox.com