Refund Policy

LOOP Online Services
Version: 2026-11-10 · Effective date: 10 November 2026

This policy is part of our Terms of Service and applies to the monthly plans we sell online (Email Hosting, LOOP Email, Website Hosting and LOOP Files) and to AEO Insider and Consults, which have their own sections below. It is offered by LOOP Marketing Group Pte. Ltd. (UEN 202101659W).

When you get a full refund

• Not yet set up. If you ask within 7 days of purchase and we have not yet provisioned your Service, we refund the full amount you paid.
• We could not set it up. If we fail to provision your Service (for example, a mailbox cannot be created, or a domain mail-record conflict cannot be resolved), we refund the full amount you paid, provided you tell us within 7 days of the failure.
• LOOP Email held for review. New LOOP Email accounts start with sending held until a LOOP team member reviews them. If you cancel while sending is still held and no email has been sent from the account, we refund the full amount you paid.
• We end your subscription for convenience. If we end your subscription on notice under section 10 of the Terms, we refund the fees you paid for any period after the end date.

When there is no refund

• Once your Service has been provisioned, we do not refund part of a month, including for unused days or a move to a smaller plan.
• Cancelling does not trigger a refund. Your cancellation takes effect at the end of the month you have already paid for, and you keep the Service until then.

AEO Insider

• Full refund: a charge for which we did not send you a report; a charge taken after you cancelled; a charge for a report we have not sent when we end Insider on notice under section 10 of the Terms.
• No refund: a report we have sent, including a report at the introductory price. Cancelling stops the next charge; it does not refund a report you have received.

Consult

• Full refund: we have not confirmed a time with you within 7 days of payment; or we cancel the call and cannot offer another time that suits you; or you cancel before we have confirmed a time.
• No refund: once the call has been held, or if you miss a confirmed time without telling us.

How to ask for a refund

Email accounts@loop.com.sg with:

• your order reference from the HitPay receipt;
• the email address or domain on the subscription; and
• a short reason.

For a Consult, include the booking email.

We refund to the original payment method.

Your legal rights

If you are a consumer, this policy does not affect your rights under the Consumer Protection (Fair Trading) Act 2003.