Refund policy

Return and Refund Policy
Effective Date: December 18, 2024

At Roja Mail, we strive to provide excellent service for your virtual mailbox needs. Please read our return and refund policy carefully to understand your rights and obligations when using our services.

1. Digital Services and Non-Tangible Goods

Our virtual mailbox services are considered digital or intangible goods. Under EU law, you have the right to withdraw from your purchase within 14 days of completing the transaction unless the service has already begun. By purchasing our virtual mailbox services, you acknowledge the following:

  • Immediate Service Activation: By completing your purchase, you agree that the service will start immediately.
  • Waiver of Withdrawal Rights: By consenting to immediate activation, you waive your 14-day right of withdrawal for digital services.

2. Eligibility for Refunds

We offer refunds only in the following cases:

  • Service Not Delivered: If you are unable to access or use the service due to an issue on our end.
  • Technical Issues: If a significant technical issue prevents you from using our services effectively and we cannot resolve the problem within a reasonable time.
  • Billing Errors: If you were incorrectly charged for a service you did not request or receive.

3. Non-Refundable Situations

Refunds are not available in the following scenarios:

  • Change of mind after purchasing the service.
  • Dissatisfaction with the service due to reasons not related to its performance or delivery.
  • Failure to use the service within the agreed subscription period.

4. Process for Requesting Refunds

To request a refund:

  1. Contact us at hello@rojamail.com within 7 days of the issue.
  2. Provide the following information:
    • Your name and account details.
    • A description of the issue or reason for the refund request.
    • Any relevant documentation or screenshots (if applicable).

Our team will review your request and respond within 3 business days. If approved, refunds will be processed within 10 business days to the original payment method.

5. Subscription Cancellations

You may cancel your subscription at any time through your account settings or by contacting us. Cancellation will prevent further charges but will not result in a refund for unused subscription time.

6. Refunds for Physical Mail Forwarding

If you have opted for mail forwarding and are dissatisfied with the service:

  • Refunds for forwarding fees will be issued only if the item was not delivered due to our error.
  • Refund requests must be made within 14 days of the forwarding order.

7. EU 14-Day Withdrawal Period

For EU customers, the following applies:

  • You have the right to withdraw from your purchase within 14 days, unless the service has begun with your prior consent.
  • By purchasing our virtual mailbox services, you acknowledge and agree to immediate activation of the service, waiving your 14-day withdrawal right.

8. Contact Us

For any questions regarding this policy or to initiate a refund request, please contact our support team:

We are here to assist you and ensure your experience with our service meets your expectations.