Refunds & Credit Returns
Sometimes things don't go as planned. An email server doesn't respond. A batch can't be fully processed. When that happens, we automatically return your credits.
This guide explains when credits are refunded, how it works, and what to do if you need help.
Automatic Credit Refunds
Credits are automatically returned to your account in these situations:
Unknown Verification Results
When we can't determine if an email is valid or invalid, the result is marked as "Unknown."
Why it happens:
- Email server didn't respond
- Server timed out during verification
- Aggressive anti-verification measures blocked our check
Refund: 1 credit returned per unknown result
You're not charged for emails we couldn't verify. If you upload 1,000 emails and 50 come back as "Unknown," you get 50 credits back.
Unprocessed Emails in Bulk Uploads
Sometimes emails in a bulk upload can't be processed at all.
Why it happens:
- Server temporarily unreachable
- Network issues during verification
- File processing errors
Refund: Credits returned for every unprocessed email
Example:
- You upload 10,000 emails
- 9,500 are processed successfully
- 500 couldn't be processed
- Result: 500 credits refunded
Unprocessed emails are available as a separate download so you can retry them later.
API Errors
If an API verification request fails due to a system error, the credit is returned.
Refund: 1 credit per failed API request
What's NOT Refunded
Credits are used (not refunded) for:
| Result | Why No Refund |
|---|---|
| Valid/Safe | Successful verification |
| Invalid | Successful verification (email doesn't exist) |
| Disposable | Successful verification (temporary email detected) |
| Catch-All | Successful verification (server accepts all) |
| Role Account | Successful verification (team email detected) |
| Spam Trap | Successful verification (trap detected) |
| Risky | Successful verification (risk assessed) |
Any definitive result - whether the news is good or bad - means the verification worked. Credits are only refunded when verification couldn't complete.
Duplicates Are Never Charged
When you upload a bulk list with duplicate emails:
- System detects duplicates before verification
- Duplicates are removed automatically
- You're only charged for unique emails
Example:
- You upload 5,000 emails
- 200 are duplicates
- System charges 4,800 credits (not 5,000)
- Duplicates aren't charged, so there's nothing to refund
This happens automatically when the "Remove Duplicates" option is enabled (it's on by default).
Where Refunded Credits Go
All refunds go to your PAYG bucket.
Even if the original credits came from your Monthly or Rollover bucket, refunds always land in PAYG.
Why? PAYG credits never expire. This ensures your refunded credits don't disappear at your next renewal - they're yours to keep permanently.
When Refunds Appear
Refunds are instant.
As soon as verification completes:
- Refunded credits appear in your balance
- Transaction shows in Credits History
- Details explain why credits were returned
You'll see an entry like:
| Type | Change | Details |
|---|---|---|
| Refund | +500 | Refund: 500 emails could not be processed |
Viewing Your Refunds
To see all refunds:
- Go to Credits History in the sidebar
- Use the filter dropdown
- Select Refund
This shows only refund transactions, making it easy to track what's been returned.
Cash Refunds
Credit Purchases
Purchased credits are generally non-refundable. However, PAYG credits never expire, so you can use them whenever you're ready.
Subscriptions
You can cancel your subscription anytime. When you cancel:
- You keep access until the end of your billing period
- Remaining credits are available until renewal date
- No partial refunds for unused time
Exceptions
We handle refund requests on a case-by-case basis for situations like:
- Unauthorized charges
- Duplicate billing errors
- Extended service outages
- Technical issues preventing credit usage
For these situations, contact our support team.
How to Request Help
If you believe you're owed a refund or have billing questions:
Email Support
Include:
- Your account email
- Transaction details (date, amount)
- Description of the issue
Contact Form
Visit our Contact Us page and fill out the form.
Live Chat
Click the chat icon in the bottom-right corner of the dashboard for immediate assistance.
Refund Policy
For complete details on our refund policy, including terms and conditions, see our Refund Policy.
Common Questions
Why did I get a partial refund on my bulk upload?
Some emails in your list couldn't be processed (servers unreachable, timeouts, etc.). You were refunded for those specific emails. Download the "Unprocessed Emails" file to see which ones and retry them later.
I see "Unknown" results but no refund?
Refunds for unknown results are automatic and instant. Check your Credits History - look for a "Refund" entry around the same time as your verification. The refund might be bundled with other unprocessed emails in a single transaction.
Can I get a refund if I don't like the results?
No. If verification completed successfully (even if the result is "Invalid" or "Risky"), the credit was used as intended. Refunds are only for emails that couldn't be verified.
My credits came from a subscription. Will the refund go back there?
No. All refunds go to your PAYG bucket regardless of the original source. This is actually better for you - PAYG credits never expire.
How do I get a cash refund?
Contact support with your situation. Cash refunds are handled case-by-case for billing errors, unauthorized charges, or service issues.
Quick Reference
| Situation | Refund? | Where? |
|---|---|---|
| Unknown result | Yes | PAYG bucket |
| Unprocessed emails | Yes | PAYG bucket |
| API error | Yes | PAYG bucket |
| Duplicates removed | Not charged | N/A |
| Valid/Invalid/Other results | No | N/A |
| Unused subscription credits | No cash refund | N/A |
Next Steps
-> Credit System - How the 3-bucket system works
-> Pricing & Bonus Credits - Credit packages and pricing
-> Understanding Your Results - What each result means