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Refund Policy

Effective Date: August 14, 2024 · Last updated: July 8, 2026

At Skip Trace Depot, we aim for clear, fair, and predictable refunds. This policy explains when refunds apply for standard per-record purchases and for prepaid credits.

1) Eligibility: Pay Per Match

  • Misses Are Never Charged: A record is a "hit" only if it returns at least one phone number or one email address. Misses are not billed, so no refund request is needed for them.
  • Non-Initiation of Service:If payment succeeds but the job does not start due to an issue on our side, we will refund the affected order.
  • Hits Are Final: Once a record returns a hit and the hit is billed, that charge is final and not refundable, even if the phone or email later proves unreachable or incorrect.
  • LLCs/Corporations: Business-entity tracing is currently paused. Business rows are not traced and are not billed.

2) Prepaid Credits

  • Unused Credits:Unused credits are refundable within30 daysof purchase. Anynon-recoverablepayment-processing fees (if any) will be deducted from the refund.
  • After First Use:After any credits are deducted for a job, remaining credits arenon-refundable. This prevents using a 3¢ volume rate on tiny jobs intended for standard tier pricing.
  • Optional Goodwill (one-time, discretionary):If a refund is requested after credits have been used, we may re-priceall used recordsat the applicable standard tier (7¢ / 6¢ / 5¢ / 4¢ based on quantities actually processed), deduct that amount and any non-recoverable processor fees, and refund the unused remainder. This accommodation may be declined in cases of abuse.
  • Transfers & Expiration:Credits do not expire and can be transferred to another email upon request.

3) How Charges Apply (Context)

  • Credits First:If your balance fully covers a job, it begins immediately with no payment step.
  • Shortfalls:If your balance is short, only the uncovered portion is billed at the standard tier rate at checkout.

4) Requesting a Refund

Email [email protected] with your order details (email used, date, amount, and job ID if applicable). We review requests under this policy and respond promptly.

5) Lead Lists / Lead Builder Orders

  • Overlap with prior orders is not refundable. When you re-pull the same preset, geography, or filter combination, the returned records will substantially overlap with records you received in earlier orders. This is an inherent property of the underlying data layer (see Terms §17) and not a defect of the service. Charges apply to all rows delivered regardless of overlap.
  • Filter-criteria mismatch is not refundable. Filter criteria reflect data available at query time. We do not warrant that every delivered record matches every selected filter in real time.
  • Delivery failures are refundable. If a Lead Lists order is paid but fails to deliver due to a Skip Trace Depot system error, we will refund the order or re-run it at our option.

6) Property Lookup Orders

  • Automatic no-hit refund. If our data layer returns no property record for the submitted address, the $10 lookup fee is automatically refunded to the original payment method at the time of the lookup. You do not need to request this refund.
  • Automatic refund when no contact data is available. If a property record is located but no usable owner phone or email is returned, the lookup fee is also refunded automatically. The bundled product (property + contacts) is considered undelivered.
  • Accurate-but-undesired results are not refundable. If the returned data is correct based on public records, the fact that the data did not match your prior research or expectations is not grounds for refund.

7) DNC Scrub Orders

  • Scrubbed records are non-refundable. Once a phone number has been checked against the federal DNC registry, the scrub is rendered and the charge applies. Subsequent changes to that phone's DNC status do not affect the charge for the scrub already performed.
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