01Failed faxes
If a fax cannot be delivered after our automatic retries, the pages are not counted against your plan. If you bought the 48-Hour Pass for a single fax and we could not deliver it at all, email us and we refund the pass price in full.
02The 48-hour pass
Cancel within 48 hours of purchase and nothing further is charged — the pass simply expires, and what you sent stays sent. The pass itself is not refunded once a fax has gone out: the service was performed the moment you ordered it. If you do not cancel, the pass continues as Faxly Standard on the date and at the price shown before you paid, and that first Standard charge is a subscription payment under section 03.
03Subscription payments are final
Faxly Standard is billed in advance — every 4 months (121 days) when its pass was bought from 17 October 2026 up to 31 October 2026, 17:00 UTC, every 4 weeks when it was bought after that — and every subscription payment — the first Standard charge when a pass continues and each renewal after it — is strictly non-refundable. We do not refund unused time or pages, a cycle you forgot to cancel, or the rest of the current period when you cancel: cancelling stops the next charge and your plan runs to the end of what you have paid for. The service is performed immediately and personally for you — your document, your recipient, the moment you order — and a period of access is yours alone; neither can be returned or passed on to anyone else, so there is nothing to hand back. In some situations we may still refund a charge as a courtesy, decided case by case — usually we do not, and a courtesy refund is never something you can count on. Pages that do not arrive are never charged, whatever your plan, and nothing here limits a right the law gives you that cannot be excluded.
04How to request a refund
Email support@faxly.com from your account email with the receipt or charge date. No forms, no phone calls. We reply within one business day and process approved refunds within 5–10 business days to your original payment method, in the currency you paid in — US dollars (USD) on the English site and on the Traditional Chinese, Simplified Chinese, Malay, Arabic and Hebrew sites, euros (EUR) on the German, French, Italian, Spanish, Portuguese, Swedish, Norwegian, Polish, Danish, Finnish and Dutch sites, yen (JPY) on the Japanese site, won (KRW) on the Korean site; your bank may take a few more days to show it. Duplicate or mistaken charges are refunded in full as soon as we see them.
05Chargebacks
Please give us the chance to fix things first — we resolve almost everything faster than a dispute. Accounts with fraudulent chargebacks may be suspended.
Questions about this policy? Write to support@faxly.com — a human replies within two business days.