Refund Policy
The short version
- Refunds are automatic: you don't need to ask.
- Delivered fax: no refund.
- Fax failed after the call was attempted: refund of the amount paid, minus $0.30 + 2.9%.
- Fax that could not be attempted at all: full refund.
- Refunds go back to the payment method you used.
1. Scope
This policy applies to faxes ordered and paid for on the FaxRadar fax service (app.faxradar.com). It details section 7 of the terms of service.
2. Delivered faxes
A fax counts as delivered when the recipient's fax machine has confirmed receipt, as reported by our telecommunications carrier. The service has then been provided and the fax is not refunded.
If you believe a fax shown as delivered was not received properly, email us with its reference and we will go through the transmission report with you.
3. Faxes that fail after a call attempt
If we called the number but the fax could not be delivered, for example because the line was busy, nobody answered, the number was not a fax machine or the transmission was interrupted, you are refunded the amount paid minus a non-refundable fee of $0.30 + 2.9%. A transmission interrupted after a few pages is treated the same way.
The fee is calculated on the amount paid, in the currency the fax was paid in, and rounded to the nearest cent (or yen). It covers part of the cost of attempting the fax and processing the payment. Some examples:
| Amount paid | Fee kept | Amount refunded |
|---|---|---|
| $5.00 | $0.45 | $4.55 |
| $10.00 | $0.59 | $9.41 |
| $30.00 | $1.17 | $28.83 |
4. Faxes that could not be attempted
If the fax could not be attempted at all, for example because it could not be handed over to our carrier, or if we refuse a paid order before it is sent, you are refunded in full.
5. Uncertain outcome
Occasionally the outcome of a transmission is not confirmed straight away. We never resend the fax automatically in that case, so that a recipient never gets it twice: we check the outcome with our carrier and then apply this policy. If your fax's status doesn't change, email us with its reference.
6. How you are refunded
- The refund is started automatically as soon as we learn of the failure, usually within minutes of the attempt.
- It goes back to the payment method used for the order, through our payment processor, Stripe. It cannot be paid to a different payment method.
- Depending on your bank, it can take several business days to appear on your statement.
- The amount refunded is shown on your fax's status page.
- Refunds are made in the currency the fax was paid in, the currency of the language used for the order: US dollars (USD) in English; euros (EUR) in French, German or Spanish; Japanese yen (JPY) in Japanese. If your account uses another currency, the amount credited may differ from the amount charged because of the exchange rates your bank applies.
7. When no refund is due
- The fax was delivered, including to someone else because the number entered was wrong.
- The content of the document was not what you meant to send.
- You changed your mind after paying: sending starts as soon as the payment is confirmed.
- Legibility at the receiving end is limited by the nature of fax (colors, photos, very small print).
8. Duplicate charges and payment issues
Each order is designed to be charged only once. If you nevertheless see two charges for the same fax, or a charge with no matching status page, email us with the payment receipt or the fax reference: any amount charged without a matching fax is refunded in full.
Before disputing a payment with your bank, please contact us: we can usually sort things out faster.
9. Contact us
Email contact@faxradar.com with the reference shown on your fax's status page. We usually reply within 24 to 48 business hours.