1. Coverage
After-sales coverage is determined based on the product description at the time of purchase and the order record. Read the product description carefully before purchasing; some products are not covered by after-sales service.
For products whose description explicitly states after-sales support (such as long-term trusted accounts), coverage generally only guarantees a successful first login within 24 hours of sale. Issues beyond that period or not related to the first login are, in principle, outside the after-sales coverage.
The specific after-sales policy follows the product description at the time of purchase and the order record.
2. Delivery Checks and Issue Types
After completion, compare the purchased and delivered quantities, product type, and delivery fields. You may request an investigation for non-delivery, missing items, a different product, or first-login failure under applicable warranty conditions.
Restrictions by a third party, feature changes, credential changes, or environment differences after use require review against the product terms and evidence. They should not automatically be attributed to the user, nor is replacement or refund guaranteed for all such issues.
3. Requests and Evidence
Contact support using the email or Telegram link on this page. Provide the order number, product name or ID, affected quantity, first-observed time, error message, and necessary redacted screenshots. State whether it occurred on first use and what checks you have already tried.
Do not expose full email passwords, refresh tokens, API Keys, or payment credentials in public reviews, group chats, or screenshots. If further verification is necessary, support should explain the scope and appropriate submission method.
4. Investigation and Resolution
The process is to record the issue, review the order, delivery records, and product promises, request additional evidence if needed, then explain the findings and resolution. Claims meeting an existing replacement promise are handled under that product's terms.
If platform responsibility is confirmed and delivery or a suitable replacement is unavailable, agree a refund resolution with the customer. Whether funds return to the account balance or original payment channel, the amount calculation, and timing must be specified. Top-ups and product orders are distinct.
5. Top-Ups and Payment Issues
For a paid top-up not credited, duplicate payment, or a currency or amount discrepancy, provide the top-up reference, time, status, and necessary redacted transaction evidence. Do not pay again to test whether the first payment succeeded.
Returning unused balances, payment-channel fees, and digital-asset transfer issues need separate rules. FlashMail neither promises unconditional withdrawal at any time nor states that all top-ups are non-refundable.
6. Disputes, Exceptions and Rights
A change of need after valid delivery, use beyond an expressly stated period, or use outside agreed purposes should be assessed under disclosed product terms and applicable law. A blanket no-responsibility statement is not a substitute for an investigation.
If you disagree with an outcome, explain the disputed points through the support email and request a review. A genuine complaint, legitimate request for redress, or negative review alone should not justify refusing an investigation or forfeiting a balance.