Refund Policy

1. Unused Label Refunds

A shipping label may be eligible for a refund if it has not been scanned, tendered to a carrier, or otherwise used. Eligibility is determined by the applicable carrier's refund policy, not by MailNero independently.

General carrier refund windows are as follows (subject to change):

To request a refund for an unused label, contact support@mailnero.com with your order number and reason for the request. We will initiate the carrier refund process on your behalf.

2. Used or Scanned Labels

Labels that have been scanned at a carrier facility, accepted by a driver, or otherwise tendered to a carrier are considered used and are not eligible for a refund. This applies regardless of whether the package was ultimately delivered successfully.

If a package was lost, damaged, or significantly delayed by the carrier, your recourse is through the carrier's standard claims process:

• USPS: File a claim at usps.com/help/claims.htm
• UPS: File a claim at ups.com
• FedEx: File a claim at fedex.com

MailNero is not liable for carrier service failures, delivery delays, or package damage. Carrier liability limits apply to all shipments.

3. Carrier Adjustment Disputes

After a shipment is processed, carriers may apply post-billing adjustments for reasons such as address correction surcharges, dimensional weight recalculation, or residential delivery fees. These adjustments are determined entirely by the carrier and are beyond MailNero's control.

If you believe a carrier adjustment was applied in error, please contact support@mailnero.com within 30 days of the adjustment notification. We will communicate with our carrier partner on your behalf to initiate a dispute review.

The outcome of carrier adjustment disputes is determined by the carrier. MailNero will relay the carrier's determination to you and, if the dispute is resolved in your favor, credit your account balance accordingly.

4. Cryptocurrency Payment Policy

MailNero accepts payments exclusively in Monero (XMR). By the nature of the Monero blockchain, all confirmed transactions are final and irreversible. MailNero cannot reverse, modify, or cancel a Monero transaction once it has been confirmed on-chain.

For this reason, all approved refunds are issued as credits to your MailNero wallet balance rather than as cryptocurrency returns. Your wallet balance may be used for future label purchases on the platform.

We do not offer cash refunds, wire transfers, or Monero transfers back to external wallet addresses for any reason, including account closure. This policy is in place due to the technical limitations and irreversibility of cryptocurrency transactions.

5. Fraudulent Transactions

MailNero maintains a strict zero-tolerance policy toward fraud, abuse, and misuse of the platform. The following actions will result in denial of refund requests and may result in account suspension or termination:

• Use of stolen, fraudulent, or unauthorized payment credentials;
• Chargebacks or disputes initiated in bad faith;
• Fabricated or manipulated refund claims;
• Use of the platform for reshipping scams or package fraud;
• Creating multiple accounts to circumvent refund limitations.

Account balances and pending refunds associated with confirmed fraudulent activity may be forfeited to the extent permitted by applicable law. MailNero reserves the right to cooperate with law enforcement regarding fraudulent activity on the platform where required or permitted by law.

6. Balance Credits

All approved refunds — whether for unused labels, disputed carrier adjustments, or other eligible circumstances — will be issued as credits to your MailNero wallet balance. Balance credits are typically applied within 3–5 business days of refund approval.

Wallet balance credits have no expiration date and may be used for any future label purchase on the platform. Credits are non-transferable and may not be exchanged for cash or cryptocurrency.

Upon account closure, any remaining wallet balance will be forfeited unless a dispute is pending or otherwise required to be held by applicable law.

7. Service & Convenience Fees

MailNero's service margin, which is included in the label price presented to you, is non-refundable. If a label refund is approved by the carrier, the refunded amount will reflect the carrier's refund of their portion of the label cost. MailNero's service component is not subject to refund.

The $10 multi-label convenience fee charged when purchasing two or more labels via direct XMR payment (rather than wallet balance) is non-refundable once the labels have been purchased or the payment has been confirmed.

8. Support Process

To request a refund or dispute a charge, please follow these steps:

• Step 1: Email support@mailnero.com with subject line: "Refund Request – Order #[your order ID]";
• Step 2: Include your account email, order number, the label in question, and a brief description of your request;
• Step 3: Our support team will review your request and respond within 3–5 business days;
• Step 4: If approved, the refund will be credited to your wallet balance within 7–21 business days depending on carrier processing time.

9. Contact

For refund or billing inquiries, please reach out to us:

MailNero's refund policy is subject to the refund terms of the applicable carrier for each shipment. Refund eligibility is ultimately determined by carrier policy, not solely by MailNero. This policy applies only to services purchased directly through the MailNero platform.