Refund Policy
Effective date: October 25, 2026
This policy is part of our Terms of Service. Certified Mail Sender is operated by Legitimate LLC and is not affiliated with, endorsed by or sponsored by the United States Postal Service.
The short version. If we don't mail your letter, you get all your money back. Once USPS has accepted the letter, we don't refund it. If USPS loses, delays or misdelivers a letter, you make the claim with USPS.
1. We refund in full when we don't mail
You get a full refund of the letter's price when any of these happens before the letter is mailed:
| What happened | What you get |
|---|---|
| You cancel the letter before it goes to our printing partner | Full refund |
| We reject the letter after review | Full refund |
| A held letter isn't resolved within 24 hours, so we stop it | Full refund |
| The printing partner refuses the letter | Full refund |
| Your account, card, email or recipient is blocked before we mail | Full refund |
| You pay with a Georgia billing address (we can't serve Georgia yet) | Full refund |
| The amount you paid doesn't match the approved price | Full refund |
Refunds go back to the card you paid with. For a letter paid from your prepaid balance, the money goes back to your balance. A card refund usually shows on your statement within 5 to 10 business days; your bank decides exactly when.
We refund the whole price, including the service fee. We don't charge a fee for a refund.
2. Cancelling
You can cancel a letter until it goes to our printing partner. After you pay, we wait 30 minutes before sending it to our printing partner, unless you choose to send it right away. A letter that is held for review stays cancellable until it is released. To cancel, use the "Cancel this letter" button on the letter's page, the API or the MCP tool cancel_letter, or write to support@certifiedmailsender.com with the letter ID.
Once a letter is with the printing partner, we can't promise to stop it. If you need to stop one, write to support right away. We will ask the partner, and if it stops the letter before mailing, we refund you in full.
3. We don't refund after USPS accepts the letter
When USPS accepts the letter, the postage is spent and the letter is in the mail. From then on we don't refund, including when:
- the recipient refuses the letter, doesn't claim it, or isn't at the address;
- the letter is returned to you (undeliverable, moved, refused or unclaimed);
- the address you gave us was wrong or out of date. We show you USPS address corrections before you pay. If you approved the address, we mailed it as approved;
- the letter has a mistake in it. We mail the exact PDF you approve;
- the letter doesn't have the legal effect you hoped for. We give no legal advice, and USPS leaves the legal standing of a Return Receipt to courts.
If USPS accepts a letter and the eRR never comes, see section 6.
4. USPS service failures are claims with USPS
USPS delivers the mail. A letter that is lost, late, damaged or misdelivered is a matter between you and USPS. Claims for it are made with USPS, and USPS's rules decide what, if anything, is paid. We can't make that claim for you. We will give you the tracking number, the timeline and the copy of what was mailed so you can.
We don't guarantee a delivery date or delivery.
5. If the printed letter is wrong
If the letter that was printed doesn't match the PDF you approved, and the mistake is ours or our printing partner's, write to support@certifiedmailsender.com with the letter ID within 30 days of delivery. We will mail it again correctly at our cost, or refund the letter in full, whichever you choose.
6. If the electronic Return Receipt doesn't arrive
If you paid for an electronic Return Receipt and USPS hasn't provided it within 30 days after the letter was delivered, write to support@certifiedmailsender.com with the letter ID. We refund the difference between the price with eRR and the price without it. The rest of the letter's price isn't refunded, since the letter was mailed.
7. Prepaid balance
- You can ask for your unused balance back at any time. Email support@certifiedmailsender.com from your account email.
- We refund it to the card you used to top up, starting with your most recent top-up. A refund can't be more than what is left of that payment.
- Money spent on a letter that was mailed isn't refunded as balance.
- If a letter you paid from balance is refunded under this policy, the money goes back to your balance. You can ask for it back from there.
- If you top up with a Georgia billing address, we refund the whole top-up. We don't add it to your balance.
- Balances don't expire. If we block an account, we still refund its unused balance on request.
8. Chargebacks
Please write to us first at support@certifiedmailsender.com. We can often fix it faster than your bank. If you file a chargeback for a letter that was mailed, we give your bank the timeline, tracking and the copy of the letter.
9. How to ask
Email support@certifiedmailsender.com with the letter ID (it starts with ltr_) or the email you paid with. We reply within two business days.