This Fulfillment & Refund Policy explains how Xquare Labs LLC ("Xquare Labs," "icemail," "we," "us," or "our") provisions and delivers its mailbox infrastructure services, how subscriptions and billing work, and the circumstances under which refunds and cancellations are handled. This Policy forms part of, and should be read together with, our Terms and Conditions and Privacy Policy.
1. Order Fulfillment
1.1 Processing Time
Setup of our mailbox provisioning services typically takes approximately 48 hours, and sometimes longer for larger orders or high-volume domain configurations. Fulfillment includes configuring inbox settings, provisioning Mailboxes on the selected provider (Google Workspace, Microsoft 365, Azure, or SMTP), applying DNS authentication records (SPF, DKIM, DMARC), establishing deliverability safeguards, and setting up ongoing maintenance processes.
Processing times are estimates and may vary based on order size, domain readiness, DNS propagation, and the responsiveness of Third-Party Providers. We will make commercially reasonable efforts to complete fulfillment promptly and to notify you of material delays.
1.2 Customer Prerequisites
Timely fulfillment depends on your providing accurate domain information, completing any required domain or DNS verification, and granting any access necessary to configure your infrastructure. Delays caused by incomplete or inaccurate information, pending DNS propagation, or Third-Party Provider review are outside our control and do not extend any refund or cancellation window.
2. Subscription Terms
By subscribing to our Services, you agree to a recurring subscription fee charged per active Mailbox or per plan, as displayed at the time of purchase. This fee is automatically charged on each renewal cycle (for example, monthly) until you cancel in accordance with Section 5.
You acknowledge that your subscription is a continuous, recurring commitment and that fees will continue to accrue until you provide valid notice of cancellation. To ensure a smooth transition and avoid disruption to your service, we request at least seven (7) days' notice prior to your renewal date.
3. Payment Agreement
- Your payment method may be charged in advance of your renewal date (for example, up to four (4) days before renewal) to ensure uninterrupted service.
- If a charge fails, you have until your renewal date to update your payment information. Failure to do so may result in suspension or deprovisioning of your Mailboxes.
- All fees are exclusive of applicable taxes, which are your responsibility.
- Full payment terms are set out in our Terms and Conditions.
4. Refund Policy
4.1 General Approach
We strive to deliver high-quality mailbox provisioning and maintenance. If you are not completely satisfied, please contact us so we can work to resolve the issue.
4.2 Refunds Considered Upon Request
Refunds are considered on a case-by-case basis upon request. Because our Services involve the provisioning of infrastructure on Third-Party Providers — much of which incurs non-recoverable costs at the moment of setup — refunds are not automatic and are assessed individually.
4.3 Conditions for a Refund
Refund eligibility is assessed based on the specifics of your order and the nature of the issue, including:
- Incomplete setup — Mailboxes or DNS authentication that were paid for but not delivered;
- Unresolved technical issues — material defects in provisioning that we are unable to remedy within a reasonable time;
- Duplicate or erroneous charges — verified billing errors.
Refunds are generally not available for:
- Mailboxes and infrastructure that have been successfully provisioned and delivered;
- Cancellations after a renewal has been processed (the current billing period is non-refundable);
- Deliverability, inbox-placement, or campaign-performance outcomes, which depend on factors outside our control;
- Suspensions or terminations resulting from your violation of our Terms or Acceptable Use Policy;
- Partial use of a billing period.
We reserve the right to grant goodwill or pro-rated credits at our discretion; doing so does not obligate us to do so in any future instance.
5. How to Request a Refund
5.1 Contact Us
Email our team at hello@icemail.ai with:
- Your account or order details;
- A description of the Services in question;
- The reason for your refund request and any supporting information.
5.2 Review Process
We will review your request and may ask for additional information. We will notify you of approval or rejection within a reasonable time after receiving all necessary details.
5.3 Refund Processing
If approved, your refund will be issued to your original payment method. Depending on your payment provider, it may take several business days for the credit to appear on your statement.
6. Cancellation Policy
To cancel your subscription(s), contact us directly at hello@icemail.ai. Upon receiving your request, we will confirm and process the cancellation, effective at the end of your current billing period, within the requested seven (7) day notice window. Mailboxes and associated infrastructure may be deprovisioned at the end of the billing period following cancellation. Fees already charged for the current period are non-refundable except as provided in Section 4.
7. Chargebacks
If you believe a charge is in error, please contact us first so we can resolve it quickly. Initiating a chargeback without contacting us may result in immediate suspension or termination of your Account and deprovisioning of your Mailboxes. We reserve the right to dispute chargebacks we believe to be invalid and to recover associated costs.
8. Changes to This Policy
We may update this Fulfillment & Refund Policy from time to time. Material changes will be reflected by updating the "Last Updated" date and, where appropriate, by notifying you. Your continued use of the Services after the effective date constitutes acceptance of the revised Policy.
9. Contact Information
If you have any questions about this Fulfillment & Refund Policy, please contact us at:
Xquare Labs LLC 166 Geary St, San Francisco, California 94108, United States Email: hello@icemail.ai