Mailing and refunds

Mailing and Refund Policy

Effective September 7, 2026. A letter becomes real the moment a vendor prints it, and paper cannot be unprinted. This page says exactly where that line sits, so nobody has to argue about it afterwards.

The three moments

• Before you authorize. Nothing is charged and nothing is sent. Change the letter, change the address, or walk away.
• Between authorization and the vendor accepting. Your card is held, not charged. If the vendor refuses the job — a bad address, a file it cannot print, an account problem on our side — the hold is released and you pay nothing.
• After the vendor accepts. Your card is charged and the letter is in production. From this point it cannot be recalled, edited or stopped, by us or by you.

What the price covers

One total, shown before you pay: USPS postage, the Certified Mail fee, the electronic return receipt fee when you select it, printing and envelope, and our handling fee. There is no separate charge afterwards and no charge for an account that sends nothing.

When we refund

• We never mailed it. Full refund, always, no argument.
• We mailed the wrong document, or to an address you did not approve. Full refund of what you paid, and we mail the correct letter at our cost.
• The letter was never handed to the Postal Service by the vendor. Full refund.
• Your evidence record is missing or wrong because of our error. Full refund of the handling fee, and we obtain what we can from the vendor and the Postal Service.

When we do not refund

• The letter was mailed correctly and the recipient refused it, ignored it, or never signed. The service you bought was delivery attempted and documented, and refusal is itself evidence. The Postal Service does not refund postage for a refused letter, and neither can we.
• The address you approved was wrong. We check every address against postal records and warn you when it looks undeliverable. If you approve it anyway and it comes back, the mailing was performed.
• You changed your mind after authorizing, and the vendor had already accepted the job. The paper exists at that point.
• The letter did not produce the outcome you wanted. We sell the mailing and the proof, never a result.

Returned and undelivered mail

Certified Mail that is not claimed is held by the Postal Service, usually about 15 days, and then returned to the sender. Letters go out under a return address that reaches us; when one comes back, we scan it, attach the scan to your record, and tell you. That returned envelope with its postal markings is often the single most useful document in the file, because it proves the attempt.

Delivery times

A letter authorized on a business day is normally handed to the Postal Service the next business day. USPS First-Class Mail typically delivers in two to five business days after that, and Certified Mail adds a delivery attempt that needs someone present to sign. None of these are guarantees; they are what usually happens.

Subscriptions

Cancel any time and the subscription ends at the close of the month already paid for. We do not refund part of a month, and we do not bill again after you cancel. Your records stay readable and exportable for 30 days after a subscription ends.

How to ask

Write to support@piloxa.com with the action number from your record. We answer within two business days and, where a refund is due, return it to the original card within five business days of agreeing it. If you think a charge is wrong, come to us before disputing it with your bank — we are faster, and a dispute freezes the evidence trail we are both looking at.