1. Separate products and billing scope
Relay outbound email, Relay Hosting (cPanel), and Relay Mail are separate products. A plan's displayed storage, mailbox, sending, domain, or usage limits apply only to that product and do not transfer to another product unless a written order says otherwise.
Before a payment is taken, checkout identifies the product, recurring price, currency, billing interval, and any applicable plan limits. A plan, promotional offer, or quote applies only as shown at the time of checkout or in the applicable written order.
2. Renewal, payment failure, and access
Subscriptions renew according to the interval shown at checkout unless cancelled. Customers can use the available billing portal to manage payment methods, invoices, and future cancellation where the portal is available for their subscription.
If a payment fails, Relaytera places the relevant service into a payment-recovery state and continues payment collection until the invoice is resolved or the subscription is cancelled. For Relay Hosting and Relay Mail, the service keeps access for a payment grace period — 72 hours by default — and is suspended only if payment is still unresolved when that grace period ends. For Relay API, paid sending limits stay available while the invoice is past due; if the subscription is cancelled, the workspace returns to the free sending limits. Relay Hosting suspension and later termination use a separate retained-service lifecycle; they are not an immediate deletion of a customer account or mailbox.
3. Cancellation
A cancellation ends future renewal at the end of the paid billing period unless checkout, an order, or mandatory law states otherwise. It does not normally create an immediate pro-rated refund. Customers should export required material before the end of service and keep their domain registration independent from Relaytera.
Relay Hosting also offers an immediate "Cancel now" path in the dashboard. Cancel now ends Stripe billing immediately and suspends the cPanel account at the same time, so access is lost right away and the action cannot be undone from the dashboard. Cancel now does not create a pro-rated refund for unused time in the paid period.
After either cancellation path, a cancelled Relay Hosting service is retained in a suspended state for the configured cancellation-retention window — 30 days by default — and is then terminated and removed. Customers should export their content before that window ends.
Relay Mail subscription cancellation does not itself delete individual mailboxes. Mailbox deletion is a separate confirmed request with an export/retention window — 30 days by default — and an independent operator review before the mail host receives a deletion instruction.
4. Refunds, billing errors, and statutory rights
Relaytera does not promise automatic refunds or credits for unused time. If a customer believes a charge is duplicated, unauthorised, or incorrect, they should contact support promptly with the invoice or payment reference so the charge can be investigated.
Nothing in this policy removes rights that cannot lawfully be excluded. Consumer cancellation, refund, repair, price-reduction, and information rights may apply depending on the customer, product, location, and the manner in which the service is supplied. Tax treatment is shown at checkout. Contact support with the invoice reference if a charge looks duplicated or incorrect.
5. Contact
For billing support, cancellation assistance, or an invoice query, contact support@relaytera.com. Do not send full payment-card details, passwords, API keys, or private keys by email.