Refunds are issued only where services have not been successfully delivered due to a verified failure caused directly by Marpa Infotech.

Refund eligibility depends on:

• The type of service purchased.
• The reason for the refund request.
• The time elapsed since service activation.
• The customer’s compliance with MarpaMail Terms of Service.

All refund requests must be submitted through an authenticated client portal ticket associated with the registered account.

Cloud & Shared Email Plans

Cloud and shared email services are normally provisioned within 24 hours after successful verification and payment processing.

If MarpaMail fails to provision a Cloud email service within 3 business days due to an internal system failure, the customer may request a full refund.

Dedicated Email Server Plans

Dedicated or custom email server instances are provisioned within 4 to 7 business days after completion of required configurations and domain verification.

If MarpaMail fails to provision a Dedicated email server within 14 business days due to an internal failure, the customer may request a full refund.

The following payments are non-refundable:

• Services already successfully provisioned and activated.
• Usage-based charges, additional mailbox storage, bandwidth usage, or add-on services already consumed.
• Domain registration, renewal, transfer, SSL certificates, third-party licenses, and external service fees.
• Payments made after violating MarpaMail Terms of Service, Anti-Spam Policy, or Acceptable Use Policy.
• Accounts suspended or terminated due to spam, abuse, fraud, illegal activity, or security violations.

Customers may cancel recurring MarpaMail subscriptions through the authenticated client portal.

Cancellation requests do not automatically qualify for refunds.

Refund requests must include:

• Registered account information.
• Reason for requesting a refund.
• Relevant invoice or transaction details.
• Supporting information where applicable.

Marpa Infotech will review refund requests and provide a decision within a reasonable processing period.

If a verified billing error, duplicate charge, or incorrect payment occurs, Marpa Infotech will investigate and issue an appropriate correction.

Approved billing corrections may be processed as:

• Account credit.
• Payment reversal.
• Refund to the original payment method.

Customers agree to contact Marpa Infotech before initiating a chargeback or payment dispute.

Unauthorized chargebacks may result in:

• Immediate service suspension.
• Termination of associated accounts.
• Recovery of applicable administrative and processing costs.

Fraudulent or unjustified payment disputes may result in permanent restriction from MarpaMail services.

Approved refunds are processed within 7 to 14 business days depending on the payment method and financial institution processing timelines.

Refunds will generally be returned through the original payment method used during purchase.

Upon cancellation or termination, customer data handling will follow the MarpaMail Privacy Policy and Terms of Service.

Customers are responsible for exporting required email data before account termination.

After termination:

• Production mailboxes and hosted email data may be permanently deleted.
• Backup systems will be purged according to the applicable retention schedule.

Marpa Infotech reserves the right to modify this Refund Policy at any time.

Material changes will be communicated through official channels before taking effect.

• Entity: Marpa Infotech Pvt. Ltd. (Product: MarpaMail)
• Location: Kathmandu, Nepal
• Refund & Billing Support: support@marpamail.com