Returns and complaints

This page covers technical complaints, website issues, waitlist problems, and future subscription disputes.

Complaints about cold email content sent by ProperSend customers should be directed to the sender (the controller).

Waitlist participation is free. Complaints may relate to failed signup confirmation, form errors, or consent issues.

No payment refunds apply. You may withdraw consent anytime — /prawo-do-usuniecia.

• technical defect preventing login, sending, or export;
• malformed record in CSV export;
• paid subscription not provisioned despite successful payment;
• material mismatch between plan description and features at purchase.

ProperSend does not guarantee specific sales outcomes.

• outdated data from public registers;
• no replies to cold emails;
• low open/reply rates;
• recipient spam filters;
• customer’s unlawful use (spam, missing legal basis).

Email hello@propersend.pl with subject “Complaint”:

• name, contact email;
• invoice / account ID (if applicable);
• description and date;
• attachments (screenshots, CSV).

• acknowledgement: within 3 business days;
• resolution: within 14 business days;
• complex cases: up to 30 days with notice.

• isolated bad records — coupon or proportional credits;
• major technical defect — extension or partial refund;
• service unavailable — refund for unused period.

Consumers have 14 days to withdraw from distance contracts unless they consent to immediate digital service delivery and are informed of losing that right (Consumer Rights Act).

At ProperSend subscription checkout we will require explicit consent with pre-contract information before the service starts. Details: /zgoda-usluga-cyfrowa.

Refunds use the original payment method within 14 days of receiving the withdrawal statement.

See Terms of Service (/regulamin) for payment and subscription details.

EU ODR platform: https://ec.europa.eu/consumers/odr