Which path applies to your refund depends on where you bought:
- iOS in-app purchase (App Store) → contact Apple at reportaproblem.apple.com. Apple is the merchant of record and the only party that can issue a refund.
- Android in-app purchase (Google Play) → request through Google Play support. Google is the merchant of record.
- Web purchase (securelyfax.com via Stripe) → contact billing@securelyfax.com within 60 days. We respond within 5 business days.
Subscription plans
Subscription fees are billed monthly in advance and are non-refundable for the current billing period. You may cancel at any time:
- iOS: open the app → Settings → Manage subscription, or directly at iPhone Settings → Apple ID → Subscriptions.
- Android: Google Play → Subscriptions.
- Web: account settings → Billing.
Cancellation takes effect at the end of the current period and you will retain access to the service until then.
Pay-as-you-go credits
Unused pay-as-you-go credits are non-refundable but never expire while your account is in good standing. If a fax fails to send through no fault of yours (carrier outage, etc.) we automatically refund the per-page charge to your account credit.
Cryptocurrency prefunding
All balance added by cryptocurrency is final and non-refundable. When you prefund your account with cryptocurrency (for example XRP, SOL, ETH, or the USDC or RLUSD stablecoins), the deposit is converted to account credit that can be used only to pay for SecurelyFax services.
- Crypto-funded credit cannot be refunded, withdrawn, converted back to cryptocurrency or any fiat currency, paid out to any wallet, or transferred to another account or user — by anyone, including support and administrators.
- It has no cash value and exists solely as prepayment for faxing and related services on this account.
- A crypto deposit never creates a card or Stripe charge, so there is nothing to reverse: crypto credit is excluded by design from every refund we are able to issue, and our systems enforce this automatically.
- Because on-chain transactions are irreversible, please confirm the amount, network, and asset before sending. We cannot recover funds sent to the wrong network or below the posted minimum deposit.
- If your balance was funded by both a card and cryptocurrency, any refund we issue is limited to the portion that was paid by card and has not already been refunded; the crypto-funded portion remains non-refundable.
You agree to this treatment at the time you prefund; it is also displayed on the crypto funding screen before you send.
Failed transmissions
You are not charged for outbound faxes that fail before reaching the destination carrier. Faxes that reach the destination but are rejected by the receiving fax machine (e.g. line busy after retries, no answer) are billed at the same per-page rate; carrier fees are incurred regardless of the recipient's behavior.
Disputed charges
For web Stripe charges, if you believe you were billed in error, contact billing@securelyfax.com within 60 days. We respond within 5 business days. Please contact us before initiating a chargeback so we have an opportunity to resolve the issue directly.
For App Store and Google Play charges, we do not have access to issue refunds — only Apple or Google can. Use the links at the top of this page.
Statutory rights
Nothing in this policy limits any non-waivable rights you have under applicable consumer-protection law, including the EU 14-day right of withdrawal where applicable.