Billing & Payments

TrueMail uses Paddle as our payment processor for secure, hassle-free billing. Here’s everything you need to know about managing your payments.

Payment Methods

We accept:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Discover
  • PayPal: Link your PayPal account
  • Apple Pay / Google Pay: For quick checkout
  • Bank Transfer: Available for Enterprise customers

Viewing Billing History

From the dashboard

  1. Go to Settings → Subscription
  2. Scroll to Billing History
  3. View all past charges and their status

Billing history

Information shown

For each transaction:

  • Date of charge
  • Amount paid
  • Payment method used
  • Description (subscription or credit pack)
  • Receipt/invoice link

Downloading Invoices

Need invoices for expense reports or accounting?

  1. Go to Settings → Subscription
  2. Find the charge in your billing history
  3. Click the Invoice or Receipt link
  4. Download or print the PDF

Invoices include:

  • Your account details
  • Transaction date and amount
  • VAT/tax information (if applicable)
  • Our company details

Updating Payment Method

To update your card or payment method:

  1. Go to Settings → Subscription
  2. Click Update Payment Method
  3. Enter your new payment details
  4. Confirm the change

Your new payment method will be used for future charges.

When to update

  • Card expiring soon
  • Switching to a different card
  • Card was replaced by your bank

Subscription Billing Cycle

Monthly billing

Subscriptions are billed monthly on the anniversary of your signup. For example:

  • Signed up: January 15
  • First charge: January 15
  • Next charge: February 15
  • And so on…

What you’re charged

Charge Type When Amount
Initial subscription At signup Plan price
Monthly renewal Each month Plan price
Plan upgrade Immediately Prorated difference
Credit pack At purchase Pack price

Prorated charges

When you upgrade mid-cycle:

  • You’re charged the difference between plans
  • Prorated for the remaining days in your billing period
  • New credits are added immediately

Failed Payments

If a payment fails:

  1. We’ll notify you via email
  2. We’ll retry the charge after a few days
  3. Your account continues working during the retry period
  4. After multiple failures, your subscription may be paused

What to do

  1. Check your payment method is valid
  2. Ensure sufficient funds/credit limit
  3. Update payment method if needed
  4. Contact your bank if charges are being blocked

Refund Policy

Subscriptions

  • Monthly subscriptions are non-refundable
  • You can cancel anytime to stop future charges
  • Access continues until the end of your billing period

Credit packs

  • Generally non-refundable (credits are delivered instantly)
  • Contact support for exceptional circumstances
  • Unused credits remain in your account indefinitely

How to request a refund

Email [email protected] with:

  • Your account email
  • Transaction details
  • Reason for the request

We review requests within 2 business days.

Cancellation

How to cancel

  1. Go to Settings → Subscription
  2. Click Cancel Subscription
  3. Choose cancellation timing:
    • At period end: Keep access until your billing date
    • Immediately: Access ends now
  4. Confirm cancellation

See Manage Subscription for more details.

After cancellation

  • You keep any remaining credits
  • Credits never expire
  • You can still use credits for validation
  • Resubscribe anytime to get monthly credits again

Taxes and VAT

Paddle handles tax collection based on your location:

  • US customers: State sales tax may apply
  • EU customers: VAT is added based on your country
  • Other regions: Local taxes as required

Tax amounts are shown during checkout before payment.

VAT invoices

If you need VAT invoices for your business:

  1. Ensure your billing address is correct
  2. Add your VAT number in account settings (if applicable)
  3. Download invoices from billing history

Currency

All prices are in USD. Your bank may convert to your local currency at their exchange rate.

Enterprise Billing

For Enterprise customers, we offer:

  • Custom invoicing: Net-30 payment terms
  • Bank transfers: For large payments
  • Purchase orders: For corporate procurement
  • Custom contracts: Tailored to your needs

Contact [email protected] to discuss Enterprise billing.

Billing FAQ

When is my next billing date?

Check Settings → Subscription to see your next billing date and amount.

Can I get a receipt for my purchase?

Yes, receipts are emailed automatically and available in your billing history.

Why was I charged a different amount?

Possible reasons:

  • Tax added based on your location
  • Currency conversion by your bank
  • Prorated charge for plan change

Can I pay annually?

Not currently. We offer monthly billing only. Contact us if annual billing is important for your business.

Is my payment information secure?

Yes. Paddle (our payment processor) is PCI-DSS compliant. We never see or store your full card details.

Need Help?

For billing questions or issues:

We typically respond within 24 hours.

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