Refund policy

The short version

Once a jet is live — dedicated machine, dedicated IPv4s, PTR, DNS, Hangar stack, firewall — we do not refund that month. We already paid the upstream host for iron that cannot be returned unused. That is the same reason a VPS shop will not reverse a provisioned box.

When we will refund

• You paid and we never spun the server (payment captured, no machine).
• We charged you twice for the same jet. The duplicate comes back.
• Paystack says the charge failed but we still took it. We reverse our side.
• The IPv4 is dirty on a major list, you have sent nothing, and you ask inside 48 hours — we replace the IP free, or refund if we cannot.
• We cannot hand you a working SMTP banner within 72 hours of nameservers confirming (your .com) or of payment (our .com), and you want out instead of waiting.

When we will not

• The jet is live. Credentials are in the hangar. The month is spent iron.
• You skipped warmup, emptied the magazine, and the IP listed. That is not a defect.
• Gmail put you in promotions. Inbox is a mood, not a warranty.
• You armed Mission, then wanted Instantly the same afternoon. Switch the arm; we do not refund the month.
• You pointed the wrong nameservers, or never confirmed them, and the box sat on the ramp.
• Chargebacks for “I changed my mind” after setup. We fight those with the live logs.
• AUP breaches. Phishing, purchased lists, snowshoeing — the jet is grounded, not refunded.

The .com

Month one licenses the .com for a year. If we refund before the jet is live, the name is released. After it is live, the year is yours to keep or transfer when you leave in good standing — it is not a cash refund.

How to ask

Open a hangar ticket on the billing desk, or write billing@pylonsmtp.com with the jet id. That mailbox aliases to customercare@pylonsmtp.com — same humans, money tag. Hours WAT. We answer in English. A refund, if it is one of the cases above, goes back the same rail you paid (Paystack).

See also the Terms and Acceptable use.