Refund Policy

This policy covers purchases of verification credits from ListCheckup. It applies alongside our Terms of Service, and where the two differ this page is the one we will honour.

Unused credits: refundable within 14 days

If you have bought credits and not spent them, you can ask for a refund within 14 days of the purchase and we will give one. You do not need a reason, and nothing needs to have gone wrong.

Refunds are issued to the original payment method, through Paddle, who processed the payment. Paddle will usually show the money back within five to ten working days depending on your bank.

Spent credits: not refundable

A credit is spent when an address has been checked. That work was carried out on your behalf — a mail server was contacted and an answer was returned — so those credits cannot be refunded.

Two things that are not spending, and are never charged in the first place:

• Duplicate rows inside one upload, which are counted once, and rows that are not email addresses at all, for which no mail server is contacted.
• Addresses we could not settle. A catch-all domain accepts every address, so mailbox existence cannot be determined from outside; a check may also fail to complete because a server blocked or throttled us. Both come back marked as undetermined and the credit is returned to your balance automatically, without you asking.

If the service does not work

Separately from the 14 days above: if ListCheckup fails and we cannot put it right, contact us and we will refund what you have not used, regardless of how long ago you bought it. Being outside the 14-day window does not remove that.

What we do not refund

• Credits already spent, as above.
• Results you disagree with where the check was carried out correctly. An address reported as undetermined is not a failed check — it is an honest answer, and it was not charged for.
• Bounces from addresses we reported as undetermined. We told you we could not tell, which is why those were free.

Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback costs us a fee and takes months to resolve, and in almost every case a refund is faster for you and simpler for both of us. We would rather give the money back than argue about it.

Statutory rights

Nothing here removes rights you have under consumer law that cannot be excluded by agreement. If your local law gives you more than this page does, your law wins.

How to ask

Email [email protected] from the address on the account, saying what you bought and when. You do not need to explain why. We will confirm by reply and process it through Paddle.