Category: Subscription and billing management

This guide explains Sender's refund policy, when refunds are and are not available, and how to submit a refund request to Sender support.

Where to Find This Setting

In the Sender dashboard, go to: Account settings → Billing

On this page you will see your current plan name and status (e.g., Active), the plan validity date, and the Change or renew plan button. Below that, three tabs are available: Payment methods, Invoices, and Email usage. The Invoices tab lists all past and pending charges with columns for Date, Invoice no., Amount, and Status. Each invoice has a Download Invoice button so you can save a copy for reference when submitting a refund request.

Steps to Request a Refund

Step 1 — Review the invoice in question

Go to Account settings → Billing and click the Invoices tab. Locate the charge you want to dispute or request a refund for. Note the Date, Invoice no., Amount, and Status of the invoice. Click Download Invoice to save a copy. You will need these details when contacting support.

Step 2 — Review refund eligibility

Before contacting support, confirm that your situation meets the refund criteria. Sender provides a refund only if Sender terminates your service without cause before the end of a period you have already paid for. Refunds are not available for unused or partially used plans, forgotten cancellations, wrong plan purchases, charges after a new billing cycle, or accounts suspended due to policy violations. See the What Happens After the Change section below for full details.

Step 3 — Contact Sender support

Reach out to Sender support via LiveChat (available through the chat icon in the bottom-right corner of your dashboard) or by emailing [email protected]. Include your account email address, the invoice number and date, the charge amount, and the reason for your refund request. Sender support will review your case and respond with a decision.

Step 4 — Submit your dispute within the required timeframe

All billing disputes must be submitted in writing within 30 days of the charge or purchase date. Disputes submitted after 30 days are considered void and the charges become irrefutable. Make sure to contact support promptly after identifying a charge you want to dispute.

What Happens After the Change

Refund eligibility is limited — Sender only issues refunds when Sender itself terminates your service without cause before your paid period ends. There is no entitlement to a refund outside of this specific circumstance.

Policy violations void refund eligibility — If your account is suspended due to a violation of the Anti-Spam Policy or Terms of Service, no refund will be issued. This also applies if you were sending emails without subscriber permission or with prohibited content.

Unused or partially used plans are not refundable — If you did not use or only partially used your plan, forgot to cancel before renewal, or were charged for a new billing period after failing to cancel in time, no refund will be provided.

Wrong plan purchases are not refundable — If you purchased the wrong monthly or yearly plan, even by mistake, or decided to cancel after purchase because of functionality, no refund is available.

Downgrade value is not refunded — If you downgrade to a smaller plan, the remaining value from your previous plan is not refunded or converted to credit. It is forfeited at the time of the downgrade.

Dispute deadline applies — You must submit any billing dispute in writing within 30 days of the charge. After this window, the charge is considered final.

Billing Tips

Save your invoice before contacting support — Go to Invoices and click Download Invoice for the charge in question. Having the invoice on hand speeds up the review process.

Act within 30 days — The dispute window is 30 days from the charge date. If you notice an unexpected charge, contact support immediately rather than waiting.

Check your plan renewal date — Go to Account settings → Billing and note the Valid until date shown under Your plan. Cancel or adjust your plan before this date to avoid being charged for a new billing cycle.

Review your plan before purchasing — Carefully verify the plan tier, billing cycle (monthly vs. annual), and subscriber level before completing a purchase. Plan purchases due to user error are not eligible for a refund.

Use LiveChat for faster responses — The LiveChat widget in the bottom-right corner of your dashboard connects you directly with Sender support for real-time assistance with billing issues.

Common Issues

Charged after forgetting to cancel → This happens when auto-renewal is enabled and the billing cycle renews before you cancel. Sender does not refund charges for new billing periods caused by a missed cancellation. Cancel your plan before the Valid until date shown on the Billing page to prevent future charges.

Purchased the wrong plan by mistake → This occurs when you select an incorrect plan tier or billing cycle during checkout. Sender does not refund wrong plan purchases. Review all plan details on the purchase confirmation screen before clicking Pay Now.

Account suspended and requesting a refund → If your account was suspended for violating the Anti-Spam Policy or Terms of Service, refunds are not available regardless of remaining plan time. Contact support if you believe the suspension was made in error.

Dispute submitted after 30 days → Sender requires all billing disputes to be submitted within 30 days of the charge. Disputes outside this window are void. Monitor your Invoices tab regularly to catch unexpected charges early.

FAQs

Can I get a refund for my subscription?

Sender only provides a refund if Sender terminates your service without cause before the end of your paid period. Outside of that situation, refunds are not available. This applies to both monthly and annual plans.

What if I forgot to cancel and got charged for a new billing cycle?

Charges resulting from a missed cancellation are not refundable. To avoid this, cancel your plan before the renewal date shown under Your plan on the Billing page.

Are unused plan credits refundable?

No. If you did not use or only partially used your plan's email credits or features, the remaining value is not refundable.

Can I get a refund if I bought the wrong plan?

No. Purchasing the wrong plan — whether by mistake or by choosing a plan that does not meet your needs — is not eligible for a refund. Always review plan details carefully before completing a purchase.

How do I submit a refund request?

Contact Sender support via LiveChat on your dashboard or email [email protected]. Include your account email, the invoice number, the charge amount, and the reason for your request. Submit your request within 30 days of the charge date.

What happens to my remaining plan value if I downgrade?

The remaining value of your current plan is not refunded when you downgrade. It is forfeited at the time of the plan change. Sender recommends downgrading close to your renewal date to minimize lost value.

Is there a deadline for disputing a charge?

Yes. All billing disputes must be submitted in writing within 30 days of the charge or purchase date. Disputes submitted after this period are void and the charges are considered final.

Will I get a refund if my account is suspended?

No. If your account is suspended for violating Sender's Anti-Spam Policy or Terms of Service, no refund is issued regardless of how much time remains on your plan.

This guide explains how to upgrade or downgrade your subscription plan in Sender, including switching plan tiers, adjusting subscriber limits, and changing your billing cycle.

Where to Find This Setting

In the Sender dashboard, go to: Account settings → Billing

On the Billing page, you will see your current plan name, its ACTIVE status, and the Valid until date. Below the plan summary, usage indicators display your active subscribers, unique subscribers emailed, emails sent, and SMS campaign stats. A prominent Change or renew plan button appears beneath the plan details. The lower section contains three tabs — Payment methods, Invoices, and Email usage — for managing the operational side of your subscription.

Steps to Upgrade or Downgrade Your Plan

Step 1 — Open the plan selection page

Click Change or renew plan on the Billing page. This opens the Upgrade your plan page, which displays a two-step progress bar at the top: Select a plan → Payment. You will see a subscriber slider, a toggle between Annual billing and Monthly billing, a currency selector ($ USD / € EUR), and plan cards for Standard, Professional, and Enterprise. Your current plan is marked with a grayed-out Current plan label.

Step 2 — Select your new plan or subscriber tier

Use the subscriber slider to set your desired subscriber count. The plan cards update their pricing and email limits in real time as you adjust the slider. To upgrade within your current plan tier, click Increase subscriber limit on the relevant plan card. To switch to a different plan tier, click the corresponding button — for example, Downgrade to Standard to move to a lower tier. To change your billing cycle, switch to Monthly billing and click Switch to monthly billing on your current plan card. If you choose to downgrade, a confirmation dialog appears listing the features you will lose, with a Downgrade To Standard button to confirm or Stick with Professional to cancel.

Step 3 — Review the billing summary and complete payment

After selecting your plan, you are taken to the Billing Summary page (step 2 in the progress bar: Payment). This page shows your selected plan name, billing frequency, subscriber count, and monthly email send limit. The Payment method section lets you enter a new credit or debit card or select PayPal. The Billing information section displays your name and address — click Edit to update your First name, Last name, Company name, or Company code / Tax ID. The Order summary on the right shows the plan price, subtotal, any annual billing savings, remaining plan value credit, tax, and total. Enter a code in the Discount code field if applicable, then click Subscribe to confirm the change.

What Happens After the Change

Upgrades take effect immediately — When you upgrade to a higher plan tier or increase your subscriber limit, the new plan and its features are activated right away. Your billing cycle resets from the date of the upgrade, and any remaining value from your previous plan is credited toward the new charge.

Downgrades apply at the end of your billing cycle — When you downgrade to a lower plan tier, your current plan features remain active until your existing subscription period expires. After that date, your account switches to the lower plan and its corresponding limits.

Billing cycle changes — Switching from annual to monthly billing (or the reverse) typically takes effect at the start of your next billing cycle. Annual billing applies a discounted rate compared to monthly billing.

Prorated credits — If you change plans mid-cycle, the Remaining plan value is deducted from your new plan's charge. This amount is visible in the Order summary on the Billing Summary page before you confirm the change.

Billing Tips

Compare plans before switching — On the Upgrade your plan page, scroll down to the Compare plans and features section to see a side-by-side breakdown of what each plan includes before making your decision.

Use the subscriber slider to preview pricing — Drag the subscriber slider to different values to see how pricing changes across all plan tiers in real time, without committing to any change.

Apply discount codes at checkout — If you have a promo code, enter it in the Discount code field on the Billing Summary page before clicking Subscribe. The total updates automatically once the code is applied.

Consider annual billing for savings — The Annual billing toggle on the plan selection page shows the discounted yearly rate. Switching from monthly to annual billing can reduce your total cost.

Review the order summary carefully — Before clicking Subscribe, verify the plan name, subscriber count, billing frequency, remaining plan value credit, and total amount in the Order summary section.

Common Issues

The plan I want is grayed out → The plan card for your current plan displays a grayed-out Current plan label and cannot be selected. Adjust the subscriber slider or switch the billing cycle to reveal an actionable button such as Increase subscriber limit or Switch to monthly billing.

I don't see the remaining plan value credit → The Remaining plan value line only appears in the Order summary when you are changing plans mid-cycle. If you are renewing the same plan at the end of your billing period, no credit is applied.

My downgrade removed features I still need → When downgrading, the confirmation dialog lists all features you will lose. If you dismissed it without reviewing, go to Account settings → Billing, click Change or renew plan, and compare the feature lists on each plan card or in the Compare plans and features table.

Payment failed during plan change → If your payment does not go through on the Billing Summary page, verify your card details or try an alternative payment method such as PayPal. The plan change is not applied until payment is successfully processed.

FAQs

How do I upgrade my plan?

Go to Account settings → Billing and click Change or renew plan. Select a higher plan tier or move the subscriber slider to a larger value, then click the upgrade button on the plan card. Complete the payment on the Billing Summary page and click Subscribe.

How do I downgrade my plan?

Go to Account settings → Billing and click Change or renew plan. Click Downgrade to Standard on the Standard plan card. A confirmation dialog lists the features you will lose. Click Downgrade To Standard to confirm. Your current plan remains active until the end of your billing cycle.

Can I switch from monthly to annual billing?

Yes. Go to Account settings → Billing and click Change or renew plan. Select Annual billing at the top of the plan selection page. If your current plan card shows an actionable button, click it to proceed to checkout with the annual rate applied.

Will I be charged immediately when I upgrade?

Yes. Upgrades are charged immediately. Any remaining value from your current plan is credited toward the new charge, and the difference is shown in the Order summary as Remaining plan value before you confirm.

Can I change my subscriber limit without switching plans?

Yes. On the plan selection page, drag the subscriber slider to your desired count. Your current plan card will display Increase subscriber limit if a higher tier is available within the same plan. Click it to proceed to payment.

What payment methods are accepted?

Sender accepts credit or debit cards and PayPal. Both options are available on the Billing Summary page during checkout.

How do I apply a discount code when changing plans?

On the Billing Summary page, enter your code in the Discount code field on the right side under Order summary. The total updates once the code is applied. Click Subscribe to complete the change with the discount.

Where can I see what features I'll lose if I downgrade?

When you click Downgrade to Standard, a confirmation dialog appears listing all features you will lose, such as Priority 24/7 support, Advanced automation, Advanced reports, Unlimited email editor features, and Dedicated IP. You can also scroll to the Compare plans and features table on the plan selection page.

This guide explains how to cancel your paid subscription and downgrade to the free plan in Sender.

Where to Find This Setting

In the Sender dashboard, go to: Account settings → Billing

On the Billing page, you will see your current plan name, plan status (e.g., ACTIVE), and the plan validity or renewal date under the Your plan section. Below the plan details is the Change or renew plan button, which opens the plan selection page where the cancellation flow begins. The page also displays your Email campaigns usage, SMS campaign credits, and three tabs — Payment methods, Invoices, and Email usage.

Steps to Cancel Your Subscription

Step 1 — Open the plan selection page

On the Billing page, click the Change or renew plan button inside the Your plan section. This opens the plan selection page, titled Upgrade your plan, which displays all available plan tiers. From this page, the cancellation flow is initiated. Depending on your account and billing setup, you may see options to downgrade or cancel your recurring payment from here.

Step 2 — Select a cancellation reason

In the Cancel recurring payment dialog, you will see a message thanking you for being a customer and asking why you are canceling. Select one of the available reasons — such as Subscription is too expensive, Not using the service enough, Found a better alternative, Financial reasons, Dissatisfied with service/features, Technical issues, or Other reason. Some reasons display a follow-up question. Answer any follow-up question to enable the Cancel subscription button, then click Cancel subscription to proceed. Click Go back if you change your mind.

Step 3 — Confirm the downgrade to the free plan

A final confirmation dialog appears with the title Are you sure you want to downgrade to free plan? It displays the remaining value of your email credits and warns that downgrading will permanently remove any unused email credits. Click Yes to confirm the cancellation and downgrade to the free plan. Click No to return to the Billing page without making changes.

What Happens After the Change

Plan access until end of billing period — Your paid plan features remain accessible until the end of your current billing cycle or plan validity date. After that date, your account automatically reverts to the free plan.

Downgrade to the free plan — Once the paid period ends, your account moves to the free plan. Feature access and sending limits adjust to match the free plan tier. Features such as advanced automation, advanced reports, dedicated IPs, priority support, and unlimited email editor features are no longer available.

Email credits are permanently lost — Any remaining email credits on your paid plan are forfeited upon cancellation. This action cannot be undone, as confirmed in the final downgrade dialog.

Data is retained — Your subscribers, campaigns, automations, forms, and other account data are kept after cancellation. However, access to certain features tied to paid plans may be restricted under the free plan.

No further charges — Recurring billing stops after cancellation. No additional charges are made once the current billing period ends.

Billing Tips

Check your renewal date first — Before canceling, review the Valid until date shown in the Your plan section on the Billing page to understand when your current paid access expires.

Download invoices before canceling — Go to the Invoices tab on the Billing page and click Download Invoice for any records you need. Invoices remain available, but it is good practice to save copies.

Consider downgrading instead — If cost is a concern, you can downgrade to a lower paid tier (such as Standard) instead of canceling entirely. Click Change or renew plan and select Downgrade to Standard to keep some paid features at a lower price.

Review your email credits — The cancellation confirmation shows your remaining email credits value. Once you confirm, these credits are permanently lost and cannot be recovered.

Reactivation is available anytime — If you cancel and later decide to return, you can reactivate a paid plan from the Billing page at any time without losing your stored data.

Common Issues

Cancel subscription button is grayed out → This happens when you have not selected a cancellation reason or have not answered the follow-up question. Select a reason from the list in the Cancel recurring payment dialog and complete any follow-up prompt to enable the button.

No cancel option visible on the Billing page → The cancel flow is accessed through the Change or renew plan button, not from a standalone cancel button on the Billing page. Click Change or renew plan to access the plan selection page where cancellation can be initiated.

Plan still shows as active after canceling → Your paid plan remains active until the end of the current billing cycle or validity period. The status changes to the free plan only after that date passes.

Lost email credits after canceling → Email credits are permanently removed upon confirming the downgrade to the free plan. This is expected behavior and cannot be reversed. The confirmation dialog displays the credit value before you confirm.

FAQs

What happens when I cancel my subscription?

Your paid features remain active until the end of your current billing cycle or plan validity date. After that, your account reverts to the free plan. Your data, subscribers, and campaigns are retained, but feature access and sending limits change to match the free plan.

Can I reactivate my subscription after canceling?

Yes. Go to Account settings → Billing and click Change or renew plan. Select a paid plan to reactivate your subscription. Your account is upgraded immediately and billing resumes from the new activation date.

Will I get a refund when I cancel?

Refund availability depends on Sender's refund policy and the circumstances of the charge. Contact Sender support with your account details and the relevant invoice to request a review.

Can I downgrade to a lower plan instead of canceling?

Yes. On the plan selection page, click Downgrade to Standard (or another available tier) instead of canceling. A confirmation dialog shows the features you will lose. The downgrade takes effect based on your billing cycle.

What happens to my data after canceling?

Your subscribers, campaigns, automations, forms, landing pages, and reports are retained on the free plan. However, features exclusive to paid plans (such as advanced automation, advanced reports, and dedicated IPs) become unavailable.

Do I lose my SMS credits when I cancel?

SMS credits are separate from email plan credits. Check your SMS campaign balance on the Billing page for details on how SMS credits are handled upon cancellation.

How do I know when my plan expires?

The Your plan section on the Billing page displays the Valid until date, which shows when your current paid plan period ends. After this date, the account moves to the free plan if you have canceled.

Can I cancel at any time during my billing period?

Yes. You can initiate the cancellation at any point. Your paid features remain active until the end of the current billing period or plan validity date. No prorated refunds are issued automatically — contact Sender support if you need to discuss a refund.