Refund Policy

Pre-launch draft · Last updated 31 October 2026

This policy explains how to request cancellation or a refund for Golden Mail Box plans and chargeable mailbox services. It applies alongside the Terms of Service and does not limit rights that cannot be excluded by law.

1. Statutory right to withdraw

If you are a consumer who enters into a distance contract for our service, Portuguese law generally provides a 14-day period to withdraw from a service contract, starting on the day the contract is concluded, subject to the statutory rules and exceptions. You do not need to give a reason.

To exercise this right, email support@goldenmailbox.pt with a clear statement that you wish to withdraw. You may use the model form in the applicable law, but you are not required to use a particular form. We will acknowledge receipt on a durable medium where required.

2. If you ask us to start during the withdrawal period

If you expressly ask us to begin the service during the 14-day withdrawal period and then withdraw before the service is fully performed, you may owe a proportionate amount for the service supplied up to the time you tell us you are withdrawing, where the law permits.

For a service contract, the withdrawal right may end after the service has been fully performed only where you gave prior express consent for performance to begin and acknowledged that you would lose that right once performance was complete. We will obtain any required consent and acknowledgement separately during checkout; this policy alone does not record your consent.

3. Cancel a monthly plan

You may request cancellation at any time through the cancellation method shown in the live account area or by emailing support@goldenmailbox.pt. Cancellation stops future renewals according to the timing disclosed at checkout. It does not affect any statutory withdrawal right.

Unless a legal right, service failure, or other applicable rule requires a different result, cancelling after a billing period has started does not automatically refund the unused remainder of that period. We will refund any amount that must be refunded by law, including duplicate or erroneous charges.

4. Scan, shredding and forwarding charges

Current listed additional charges are €0.50 for each Open & Scan request, €0.50 for each secure shredding request, and a €5 forwarding handling fee per shipment, plus carrier postage unless the order states postage is included. VAT at 23% is added to the listed prices.

Where an add-on service has already been carried out at your express request, a refund is not automatic; we will assess the request under applicable consumer law, the status of the service, and any withdrawal rights. If a shipment has already been handed to a carrier, carrier postage and return costs may not be recoverable, subject to your statutory rights.

5. How we process refunds

Contact support@goldenmailbox.pt and include the account email, relevant invoice or transaction reference, and the reason for your request. Do not send payment-card details by email. We will review the request and, when a refund is due, return the amount using the original payment method unless you agree otherwise or the law requires a different method.

Where a statutory withdrawal applies, reimbursement is made without undue delay and within the period required by law. For other approved refunds, we will confirm the amount and expected processing time when we respond. Your bank or payment provider may need additional time to display the credit.

6. Legal information

Portuguese distance-contract rules provide a 14-day withdrawal period for service contracts, subject to conditions and exceptions. See Decree-Law 24/2014 and the EU Consumer Rights Directive. The application of these rules depends on the customer, contract and service facts; mandatory rights take precedence over this summary.

Consumers may also use the Portuguese Electronic Complaints Book or consult the Portuguese Directorate-General for the Consumer about alternative dispute resolution.

7. Contact

Golden Mail Box support: support@goldenmailbox.pt · +351 923 247 026.