Terms of Service

1. Definitions

• “Platform” — The returnmailscan web application, API, and related services.
• “Return Mail” — Physical “Return to Sender” postcards, letters, or mail pieces sent to our processing facility.
• “Extracted Data” — Structured digital information (names, addresses, return reasons, forwarding addresses) derived from your Return Mail.
• “Credits” — Prepaid units for add-on services (premium shipping, CRM export).
• “Subscription” — A recurring billing plan with a defined monthly card processing allowance.

2. Account Registration

• You must be at least 18 years old to create an account.
• You are responsible for maintaining the confidentiality of your login credentials.
• You must provide accurate and complete registration information.
• Multiple accounts require separate subscriptions.
• We reserve the right to suspend or terminate accounts that violate these Terms.

3. Services

returnmailscan provides the following services subject to your subscription tier and credit balance:

• Mail Processing: Physical intake, scanning, and AI-powered data extraction from your Return Mail. After processing, all physical mail is securely shredded. We do not ship or return original mail pieces to you.
• Address Verification: USPS-based address standardization.
• Forwarding Detection: Identification of forwarding addresses from returned mail.
• Data Export: CSV, Excel, API, and CRM integrations.

4. Billing & Payments

Our billing model is designed to provide predictable costs with hard caps:

• Subscription Tiers: Monthly or annual plans with a fixed card processing allowance (Starter: 1,000/mo, Core: 2,500/mo, Growth: 5,000/mo, Pro: 10,000/mo, Scale: 20,000/mo).
• Hard Cap: Processing automatically pauses when you reach your total scan allowance for the billing period. You will never be charged automatic overage fees. You may upgrade your tier at any time, prorated for the current billing period.
• Scan Packs: Optional one-time scan packs (250, 500, or 1,000 scans) can be purchased to extend your allowance for the current billing period only. Scan packs are never auto-charged and expire when your billing period resets.
• Rollover Credits: Up to 20% of unused monthly allowance rolls forward to the next billing period. Rollover credits expire after one month (no stacking).
• Add-on Credits: Skip trace, NCOA, premium shipping, and CRM export are purchased as finite credit packs, never auto-charged. Credits expire 12 months after purchase.
• Payment Processing: All payments are processed through Stripe. By subscribing, you agree to Stripe's terms of service.
• Failed Payments: Stripe's Smart Retries will attempt to collect failed payments. If all retries fail, your account will be placed on hold and processing will pause until a valid payment method is provided.
• Plan Downgrades: If you move to a lower tier, unused prepaid value is applied as account credit — not a cash refund. When credit covers your new annual plan, your billing cycle may reset with no charge today.
• Cancellation: You may cancel at any time from Billing or the Stripe Customer Portal. Cancellation disables auto-renew; you keep full access until the end of the period you already paid for. After that, your account is locked until you reactivate.
• Refunds: Annual and monthly subscriptions are generally non-refundable after the initial guarantee window. The annual discount reflects your commitment for the full term.
• Money-Back Guarantee: First-time subscription purchases may be refunded in full if requested within 14 days of the initial payment (configurable by policy).
• Accidental Renewal: If your card is charged for an unintended renewal, contact us within 72 hours and we will issue a full refund.

5. Intellectual Property

• Your Data: You retain all rights to your Return Mail, design templates, Extracted Data, and any content you upload to the Platform.
• Our Platform: The returnmailscan software, algorithms, prompts, user interface, and branding are our exclusive intellectual property.
• License to Process: You grant us a limited license to scan, analyze, and process your Return Mail solely for the purpose of providing our services to you.
• Anonymized Data: We may use anonymized, aggregated extraction data (stripped of all PII) to improve our AI models. You may opt out of this in Settings.

6. Acceptable Use

You agree not to:

• Use the Platform to process mail that you do not have the legal right to process.
• Upload content that is unlawful, harassing, or violates third-party rights.
• Attempt to reverse-engineer, decompile, or extract our AI models or proprietary algorithms.
• Use the Platform to send unsolicited commercial mail or violate CAN-SPAM regulations.
• Exceed rate limits or attempt to circumvent usage caps through multiple accounts.
• Use extracted data for purposes prohibited by the Fair Credit Reporting Act (FCRA) or similar regulations.

7. Service Level & Limitations

• Processing Time: We target processing within 3 business days of mail receipt. This is an SLA for Scale and Enterprise tiers; for other tiers, it is a best-effort target.
• Accuracy: While our AI models achieve approximately 99% per-field accuracy on test datasets, we do not guarantee 100% accuracy. Manual review is available for low-confidence extractions.
• Availability: We strive for 99.9% platform uptime. Scheduled maintenance will be announced at least 48 hours in advance.
• Force Majeure: We are not liable for delays caused by postal service disruptions, natural disasters, or events beyond our reasonable control.

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• returnmailscan is not liable for indirect, incidental, special, consequential, or punitive damages.
• Our total liability for any claim arising from your use of the Platform is limited to the fees you paid us in the 12 months preceding the claim.
• We are not responsible for incorrect extraction results, though we provide manual review tools for quality assurance.
• You are responsible for verifying the accuracy of Extracted Data before use in your operations.

9. Indemnification

You agree to indemnify and hold harmless returnmailscan, its officers, directors, employees, and agents from any claims, damages, or expenses arising from your use of the Platform, your violation of these Terms, or your violation of any third-party rights.

10. Termination

• By You: Cancel your subscription anytime via the Stripe Customer Portal. Your data remains accessible for 90 days after cancellation before deletion.
• By Us: We may suspend or terminate your account for violation of these Terms, non-payment, or illegal activity. We will provide notice where reasonably possible.
• Effect of Termination: Upon termination, your right to access the Platform ceases. Data deletion proceeds per our retention policy in the Privacy Policy.

11. Governing Law

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. Any disputes shall be resolved in the state or federal courts located in Delaware.

12. Changes to Terms

We may modify these Terms at any time. Material changes will be communicated via email and in-app notification at least 30 days before taking effect. Continued use after changes constitutes acceptance. If you do not agree with the changes, you may cancel your subscription before they take effect.

13. Contact

For questions about these Terms, contact us at [email protected] or visit our Contact page.