Refund Policy
The short version
Within 14 days of buying, you get back the share of that purchase you have not used, less the payment processing fee our provider keeps. Use a tenth of it, get roughly nine tenths of your money back. After 14 days, credits are yours to use but are no longer refundable.
1. Top-up credits
Ask within 14 days of buying and we refund the share of that purchase you have not used. Credits you have already spent are not refundable, because they paid for work that was already done for you: real searches, transcripts, AI evaluations and contact lookups that we paid for in turn.
From that amount we deduct the payment processing fee. When a payment is refunded, our payment provider keeps the fee it charged on the original payment and returns none of it, so that money is gone whatever we do. It is usually between 2% and 6% of what you paid, depending on your card, your country and currency conversion. We tell you the exact figure before we send the refund, and we never deduct more than the refund itself.
Your remaining credits are removed at the same time as the refund is sent. If you have bought more than once, we work the refund out against the purchase you are asking about, and never refund more than the credits actually left in your balance.
2. Reward credits
Referral rewards and any other free credits are promotional and have no cash value of their own. They count towards the total you received, which is what the percentage is worked out from, so a reward can never make a refund larger than the amount you paid. All unused credits, reward and paid alike, are removed when a refund is made.
3. Custom and invoiced agreements
This policy covers the packs and plans you can buy from the billing page. If we agree a custom, negotiated or invoiced package with you in writing, the terms of that agreement apply to it instead.
4. Plans
Cancel at any time and your plan stays active until the end of the period you have paid for, monthly or yearly. Within 14 days of a plan payment, the share of it you have not used is refundable as in section 1. After that, we do not refund part of a period.
Plan credits are part of the plan, not a separate purchase. While the plan is running, unused plan credits carry over for one month and then expire, so you can hold up to two months' allowance at a time. When the plan ends, whether you cancel or move to a smaller plan, the plan credits still in your balance are removed. The Terms of Service section 5 sets this out in full, and the app shows you which part of your balance is which before you buy.
Top-up credits are not affected by any of that. They are a separate purchase, they do not expire while your account is open, and they stay in your balance when a plan ends.
5. When we put credits back or refund in full, with no deduction
In these cases the fault is ours, so we absorb the processing fee and you get the whole amount back:
- You were charged twice for the same thing, or charged after cancelling.
- Work failed on our side and credits were taken without the result being delivered. We put the credits back, or refund them if you prefer.
- We close your account for a reason that is not your fault.
- We change how many credits an action costs, or make a change that clearly reduces what you paid for, and you do not want to continue. This applies even if you bought more than 14 days ago, as long as you ask within 30 days of the change.
6. When we will say no
- More than 14 days have passed and none of the situations in section 5 apply.
- The credits have already been used. The research they produced is yours to keep.
- The account was closed for breaking the Terms of Service.
- The account has had a refund before and the pattern suggests credits are being bought and returned rather than used.
- You are unhappy with how many creators matched your search. The service performs the research you paid for and cannot promise a particular number of good matches. Talk to us first, we would rather help you get better results than take your money for a bad run.
7. How to ask
Email [email protected] from the address on your account and say which purchase you mean. We answer within 3 working days. Approved refunds go back to the card or method you paid with, and usually appear within 5 to 10 working days depending on your bank. We tell you the exact amount, including the processing fee deduction, before we send it. Where tax was added to your purchase, the refund includes the tax on the refunded amount. If you think a charge is wrong, please contact us before asking your bank to reverse it. We can almost always fix it faster, and a reversal raised with your bank costs us a fee we cannot recover.
8. Your statutory rights
If you are a consumer in the EU you normally have 14 days to change your mind about a distance purchase of digital services. When you start using credits you are asking us to begin immediately, which means you give up that right for the part you have used. This policy gives you the unused part back regardless.
If you are a consumer using that statutory right, we do not deduct the processing fee. The deduction in section 1 applies to business purchases. Nothing in this policy takes away rights you have by law.