Pricing & billing FAQ

How am I billed?

Billing is done either annually (every year), semi-annually (every 6 months), quarterly (every 3 months) or monthly.

How long will it take to activate service?

Services are activated during CET (9AM - 5PM) hours. Enterprise Email - Dedicated plans and Reseller Enterprise plans (RE-250, RE-500, RE-1000, RE-2000) can be self-installed (online installer) in a few minutes once activated.

All other services are provisioned in 24-48 hours.

What form of payments do you accept?

We accept credit/debit cards (Visa, MasterCard, American Express, Discover, JCB, Diners Club) and PayPal.

Card payments are available via Stripe. Stripe is a tokenised gateway. As a result, your personal credit card information is submitted to and stored remotely by Stripe.

I paid, but my invoice is marked as not paid

In some rare instances, it may take up to 15 minutes for the invoice to be marked as paid after payment.

If your invoice is marked as unpaid after 15 minutes, please contact support as this may be caused by an interrupted payment flow. The payment flow can be interrupted for any number of reasons including poor network connectivity, pressing back/refresh button in the browser, using an outdated or incompatible browser, extension, firewall, or anti-virus software.

How do I cancel a service?

You can cancel your service anytime through the client area. Once you’re logged in to the client area, from the menu bar > select Services > My services > choose a service > Request cancellation. You can request Immediate type cancellation (processed within 24 hours) or End of billing period type cancellation to cancel at the end of billing period. Both cancellations would make sure that the service is not billed when due. If you’re migrating to a new service, we recommend End of billing period type cancellation to make sure you’re not billed for an unused service.

If you have an active Paypal subscription make sure to cancel it from your Paypal account. Unlike card payments (through Stripe), Mailcheap cannot bill your Paypal account. Rather, Paypal subscriptions act like a standing order at your bank to make regular, fixed payments to us.

Do you offer refunds?

We do not offer refunds for cancelled services or policy violations. If Mailcheap breaches its obligations set forth in the ToS, you will be entitled to prorated refund of any prepaid fees.

Money back guarantee: a 14-day money back guarantee is offered with Enterprise Email - Shared product (basic plan) if it’s your first Mailcheap order and there were no policy violations.

I live in the EU. Does Mailcheap charge VAT?

No, all invoices are issued by Cyberlabs Inc., US.

Are there any late payment penalties or fees?

No. There are none. We strongly believe in fully transparent billing. There will never be any hidden fees / charges. But, unpaid services will be suspended three days past the due date on the service and/or terminated seven days past the due date on the service.