Plain version: if our paid validation engine hard-fails on a lookup we refund the credit automatically, you don't have to ask. If you bought credits and haven't used them, email us within 30 days for a full refund. Used credits aren't refundable except where local law requires it.
Automatic credit refunds
We refund a credit automatically when the underlying paid lookup cannot be completed. Concretely, the credit is refunded on the same ledger entry within seconds when:
- The validation engine returns a hard error (5xx, quota, time-out).
- The credit-spend cap or daily validation-budget cap halts a batch mid-stream.
- A batch is cancelled by an administrator.
You can see every refund line in Billing > Credit ledger. Refunded credits return to your balance and stay spendable just like any other credit.
Unused-credit refunds (within 30 days)
Bought a pack you don't need? If less than 30 days have passed since the purchase AND fewer than 5% of the pack's credits have been spent, email billing@phonelistcleaner.com from the account email. We refund to the original payment method within 5 business days. The refund is full minus the credits already used at the pack's per-credit rate.
Used-credit refunds
Credits that have been spent on a successful lookup are not refundable except where local consumer-protection law overrides this (UK Consumer Rights Act 2015, EU Consumer Rights Directive, and equivalent rules elsewhere). If you believe a refund is owed under local law, email us at the address above with the relevant purchase + transaction IDs and a short explanation.
Chargebacks
Please email us before opening a chargeback. We respond within 1 business day and almost always resolve issues directly. Chargebacks carry a $15 Stripe fee that we may pass on if the chargeback is determined to be in error.
Contact
All refund requests: billing@phonelistcleaner.com. Please include your account email and (where relevant) the purchase ID from the Billing page.