Resolved or refunded. Here is exactly what that means.

This Refund Policy explains when PrinterCare USA LLC, a Wyoming limited liability company doing business as EmailHelp (“EmailHelp”, “we”, “us”), refunds a charge, how to ask for one and how long it takes. It applies to every purchase made through emailhelp.us or our live chat, and it forms part of our Terms of Service. If anything on this page is unclear, ask — a specialist can walk you through it in a live chat, day or night.

1. Our promise: resolved or refunded

Every case starts the same way: a free diagnosis over live chat, then a clear quote you confirm in writing before anything is charged. Because of that, four things are always true:

• Diagnosis is always free. You are never charged for a conversation in which we only ask questions and look at the problem with you.
• No charge if we decline the case. If, after diagnosis, we believe we cannot help — for example because the outcome rests entirely with your email provider — we say so plainly and you pay nothing.
• The price you confirm is the price you pay. There are no add-on “technician fees” that appear at the end of a session.
• You stay in control. We never ask for your password or 2-step verification codes and we never work inside your account without you present, so neither a fix nor a refund ever requires you to hand anything over.

2. Refund windows at a glance

Here is the short version for each plan. Sections 3 and 4 give the details.

Approved refunds return to your original payment method within 5–10 business days. All prices are in US dollars and match our pricing page.

3. One-Time Fix ($49)

A One-Time Fix covers a single issue, handled start to finish in one live session of up to 60 minutes, plus free follow-up if the same issue comes back within 7 days of purchase.

What is covered

• Not resolved within 7 days: if the problem described in your confirmed quote is still not fixed 7 days after purchase, you receive a full refund of the $49.
• We cannot help after diagnosis: if we start work and conclude that the fix is not achievable — for instance because it depends on a decision only your provider can make — we stop, tell you why, and refund in full.
• We decline the case: if the free diagnosis already shows we cannot help, nothing is charged, so there is nothing to refund.

What “resolved” means

Resolved means the specific problem in your confirmed quote is fixed and you have confirmed it with us in the session: you are signed in, mail is sending and receiving, your device is syncing, your recovery options are updated, and so on. If the same issue returns within the 7-day window, message us and we reopen the case at no charge. The window does not reset in our favour — if we still cannot fix it for good by day 7, you are refunded.

4. Subscriptions: Home Care ($19/mo) and Business ($99/mo)

Home Care ($19 per month) covers unlimited live chat for up to 3 email accounts, a priority queue and a monthly security check. Business ($99 per month) covers up to 25 mailboxes with a dedicated specialist, setup and migration help, admin support and a 15-minute response target. Both plans bill monthly in advance and renew automatically until you cancel.

30-day money-back on your first payment

• Within 30 days of your first payment on a plan you can ask for that payment back in full, for any reason. No questions, no “are you sure” hoops.
• Your access ends when the refund is issued. Anything we fixed during those 30 days stays fixed — we do not undo work.
• The money-back window applies once per customer (or, for Business, once per organisation). Cancelling and re-subscribing later does not start a new one.

Cancel anytime

• Cancel from any live chat, or by emailing billing@emailhelp.us. There is no contract and no cancellation fee.
• Cancelling stops the next renewal. You keep full access until the end of the period you have already paid for, and we email a confirmation with that date.
• Once you cancel you are never billed again unless you choose to start a new plan yourself.

After the first 30 days

Renewal payments are not refundable and we do not prorate partial months — cancelling on day 10 of a month keeps your access until day 30, but does not return two thirds of the fee. Two exceptions always apply: if we charge you after you have cancelled, or charge you twice for the same period, we refund the mistaken charge in full as soon as we see it.

Business plans bought under a separate written agreement (for example, annual or volume pricing) follow that agreement wherever the two differ. Where the agreement is silent, this policy applies.

5. How to request a refund

1. Email billing@emailhelp.us from the address you used when you paid, or ask in a live chat and the specialist will open the request for you. A subject line of “Refund request” helps, but is not required.
2. Include your order number — it is on the receipt our payment processor emailed you — along with the plan name and, if you are willing, a sentence about what went wrong so we can fix it for the next person.
3. We reply within 2 business days (Monday to Friday, excluding US federal holidays) to confirm whether the refund is approved and when it will be issued. Eligible requests are approved without argument.

A request counts as made when we receive your email or chat message. We measure the 7-day and 30-day windows from the time on your receipt, in US Eastern Time. If you are a day or two late because of something on our side — an unanswered message, say — we honour the request anyway.

6. Processing time

• Approved refunds are issued by us within 2 business days of approval, and you receive an email confirmation with a refund reference.
• The money returns to your original payment method — the card or account you paid with — within 5–10 business days. The exact timing depends on your bank or card issuer, not on us.
• We cannot refund to a different card or bank account, or by cash, wire, cheque or gift card. This protects you: a refund can only ever go back to the person who paid.
• If the original card has since been closed, the card network normally routes the refund to the replacement account at the same bank. If nothing has arrived after 10 business days, contact your bank first and then us — we will supply the refund reference and help trace it.

7. What is not refundable

Our promise covers the work we control. The following situations are outside it:

• A One-Time Fix that was completed. Once the problem in your confirmed quote is resolved and you have confirmed it in the session, the fee has been earned. A later change of mind is not a reason for a refund; a return of the same problem within 7 days is — see section 3.
• Provider-side outages and policy decisions. If your email provider is having an outage, has permanently closed an account for a violation of its own terms, or refuses to restore access, that is beyond anyone’s control but theirs. We will still try, and if the diagnosis shows that the outcome rests entirely with the provider we tell you before you pay. What we cannot do is refund a completed fix because the provider has a separate problem later.
• Steps not completed or no response. Some fixes need actions only you can take — approving a code sent to your phone, confirming a screen-share, updating a recovery phone or backup email. If those steps are not completed within the 7-day window after at least two reminders from us, the fee stands.
• Inaccurate or misleading information. Refunds are not available where the problem or the ownership of the account was misrepresented. We never help anyone access an account they do not own, and a case that ends because of that is not refundable.
• Subscription renewals after the first 30 days, including partial months, as described in section 4.
• Third-party charges. Fees billed by your email provider, domain registrar, phone carrier or software vendors are theirs, and we cannot refund them.
• Chargeback abuse, as described in section 8.

Nothing in this policy limits rights you have under consumer-protection law that cannot be waived by agreement. Where the law gives you more than this page does, the law wins.

8. Chargebacks

A chargeback — a dispute you file with your bank or card issuer — typically takes 30 to 90 days to resolve and freezes the money for all of that time. Our refund process is faster: contact us first, we reply within 2 business days, and eligible refunds are approved without argument.

• If a chargeback is filed, we provide our payment processor with the records of the purchase: your confirmed quote, the receipt, the parts of the chat transcript that relate to the session, and this policy.
• While a chargeback is open we cannot also refund the same charge — the money is under the bank’s control, not ours. This is the main reason contacting us first is quicker.
• Plans with an open chargeback on a charge that was already refunded, or that was eligible for a refund on request, may be paused until the dispute is closed.
• We may decline future service to anyone who repeatedly uses chargebacks to obtain support without paying for it. This is what section 7 calls chargeback abuse.
• Genuinely unauthorised charges are different. If a card was used without the cardholder’s permission, contact your bank and us straight away. We cooperate fully and, once we can verify it, refund without waiting for the dispute to finish.

9. Disputes and governing law

Talk to us first. Almost every billing question is settled in a single conversation with billing@emailhelp.us or in live chat. If you are not satisfied with the answer, reply with “Billing dispute” in the subject line and a manager will send you a written response within 10 business days.

Governing law. This policy, and any dispute about an EmailHelp purchase, is governed by the laws of the State of Wyoming, USA, without regard to its conflict-of-law rules. If we cannot settle a dispute informally within 30 days of your first written notice, either of us may bring a claim in the small-claims court for Sheridan County, Wyoming (where the claim qualifies) or through individual, binding arbitration as described in our Terms of Service. Claims are brought individually, not as part of a class action, to the extent the law allows.

Some places give consumers rights to their local courts and consumer laws that cannot be waived. Nothing on this page takes those away.

10. Changes to this policy

We may update this policy from time to time. When we do, the effective date at the top changes and the new version is published on this page. If a change is material — for example a shorter refund window — active subscribers receive at least 14 days’ notice by email before it takes effect.

The version in force on the day you paid governs that purchase. A later change can never shrink a refund window you already had. Previous versions are available on request from billing@emailhelp.us.

11. Contact

Questions about a charge, a refund or this policy? Any of the following reach a real person.

Whichever way you reach us, our Privacy Policy explains how we handle the details you share with us.