The short version. If your fax fails, you don't pay for it: the credit comes back automatically, with nothing to request. If only some pages get through, we refund the whole fax. Money refunds for purchases are handled by Apple or Google.
1. Automatic credit refunds for failed faxes
When you send a fax, we reserve one credit (or one use of your plan). We only use it when the fax is delivered. If the fax fails, the reservation is released automatically:
- Single Fax: the credit returns to your balance, ready to use again.
- Send Weekly: the failed fax's pages don't count toward your weekly page limit.
- Free first fax: a failed free fax doesn't use up your free fax.
The app shows "Refunded" on the fax and sends you a notification, usually within minutes of the final result.
What counts as failed
- Busy or no answer. We retry automatically (up to 2 more times). If every attempt fails, the fax is refunded.
- Partial delivery. If the connection drops after some pages, the fax counts as failed and is refunded in full. The app shows which pages reached the recipient so you can decide what to resend.
- Not a fax machine. If the number answers with a voice or something other than a fax machine, we don't retry. The fax is refunded and the app asks you to check the number.
- Number problems or carrier errors that stop delivery are refunded the same way.
What isn't refunded automatically
A fax that was fully delivered is not refunded automatically, because the recipient's machine confirmed it received every page. The "how it will look" preview in the app is there to help you catch hard-to-read pages before you send. If you believe a delivered fax was not received correctly, contact Support with the transmission ID from your receipt and we will look into it.
Late delivery
Sometimes the fax network confirms a delivery after we have already marked the fax as failed and returned your credit. In that case, the fax is recorded as delivered, you get a notification and a receipt, and you still aren't charged. If you send it again, the recipient gets a second copy and it counts as a new fax. The app reminds you before you resend.
2. Money refunds for purchases
All GoFax purchases are processed by Apple or Google, so they decide refunds of money under their own policies. We can't issue refunds to your card directly.
- App Store (iPhone and iPad): request a refund at reportaproblem.apple.com, signing in with the Apple ID you used to buy.
- Google Play (Android): request a refund in your Google Play order history or follow Google Play's refund help. If you need help with a Google Play purchase, contact us and include your order number (it starts with "GPA.").
3. Store refunds for credits you already used
If Apple or Google refunds a purchase after you used its credits, we reverse those credits. Your balance may become negative, and you won't be able to send paid faxes until it is back to zero or above (for example, after a new purchase). Repeated cases may lead to an account review, as described in our Terms of Service.
4. Subscriptions
You can cancel a subscription at any time; it stays active until the end of the period you paid for and won't renew. We don't provide partial refunds for unused time. Any refund for a subscription charge is decided by Apple or Google as described above. See how to cancel.
5. Questions
Email support@gofaxmail.com. Include the transmission ID from your fax receipt if your question is about a specific fax.