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Refund Policy

Effective Date: September 14, 2026

Skip Trace Depot is operated by ZHENIN LLC ("we," "us," or "our").

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

1) Eligibility: Pay Per Match

  • Misses are not charged. A record is a "hit" only if it returns at least one phone number or one email address. A record with neither is not billed, so no refund request is needed.
  • Service did not start. If payment succeeds but the job cannot start because of a Skip Trace Depot system error, we will correct the charge or refund the affected order.
  • Delivered hits are generally final. A billed hit is not refundable only because a phone or email is unreachable, old, or unwanted. If the result reflects a material processing error, duplicate charge, or delivery failure, contact us and we will review it.
  • Business entities. Business-entity rows are not traced and are not billed while that service is unavailable.

2) Prepaid Credits

  • Unused Credits: Unused one-time credits are refundable within 30 days of purchase. A non-recoverable payment-processing fee may be deducted only when it is permitted by law and disclosed in the refund calculation.
  • After First Use: After any credits are deducted for a job, remaining credits are non-refundable. This prevents using a volume rate on jobs intended for standard tier pricing.
  • Optional Goodwill (one-time, discretionary): If a refund is requested after credits have been used, we may re-price all used records at the applicable standard tier, 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: One-time prepaid credits do not expire and can be transferred to another email upon request. Monthly-plan credits are separate grants and expire under the Monthly Credit Plans terms disclosed at checkout.

3) How Charges Apply (Context)

  • Credits first. If your usable balance fully covers a job, it begins with no card payment for that job.
  • Shortfalls. If your usable balance is short, checkout shows the amount charged for the uncovered portion before payment.

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.

8) Monthly Credit Plans

  • A monthly plan renews and charges the selected payment method once each month until canceled. Customers can cancel online from Credits & Billing; future monthly charges stop after cancellation.
  • Cancellation does not automatically refund a billing cycle that has already begun. Credits already issued keep the expiration dates displayed in the account.
  • If you believe a plan charge was unauthorized, duplicated, or affected by a Skip Trace Depot billing error, contact us promptly. We also review requests involving an entirely unused grant. Approval depends on the facts and any rights that applicable law gives you.
  • If a plan payment is fully refunded, future renewal is canceled and unused credits attributable to that payment are removed. Other credits are not changed. If part of the grant was used, we review the payment and usage together; we do not automatically create a negative credit balance.
  • A failed or incomplete plan payment produces no new monthly credit grant.
  • Nothing in this section limits refund rights that cannot lawfully be waived.
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