Refund Policy
1. The short version
Every sale is final, except as this policy says or the law requires. A report draws on a real credit file the moment it runs, so once it has run it can’t be refunded. A search that finds no one never uses a report. This policy is part of our Terms of Service.
2. Searches that find no one
- No match never uses a report. If we can’t find a credit file for a number, the report stays in your account for another number.
- Search again with a name. Once per number, you can search again with the person’s name and other details, free. If that finds them, it uses the report as usual.
- Paid for a single search? When you paid for one report, or an extra report on a membership, and we still can’t find them, you choose: keep it as a report for any other number (the first time, we add a free enhanced unlock for any report), or get your money back to the card you paid with.
3. Reports that ran
A report that found the person can’t be refunded, including a frozen credit file or one with too little history for a score, since the credit file was searched and the result delivered. The same goes for an enhanced unlock once it has been opened. Credit information comes from the credit bureau as it stands on the day you check, and can change.
4. Report packs
Packs are non-refundable, including reports you haven’t used. Pack reports are good for 12 months from purchase and then expire. They have no cash value and can’t be moved to another account.
5. Memberships and trials
- Cancel anytime. Cancel online from your Billing page. Your membership runs to the end of the period you’ve paid for, and you keep its reports until then. We don’t refund partial periods.
- Trials. The trial charge isn’t refunded. Cancel before the trial ends and you won’t be charged again. Trials are for first-time members only, one per person, card, email address or phone number.
- Renewals. Memberships renew automatically until you cancel. We email you before a yearly membership renews. A renewal you forgot to cancel isn’t refunded, but you can cancel to stop the next one.
- Monthly reports. A membership’s reports are for the month they come with and don’t roll over.
6. The API balance and API plan
Money added to your API balance is non-refundable and has no cash value; it pays for lookups and doesn’t expire while your account is open. First-funding and other bonuses aren’t cash and are taken back if the money that earned them is refunded or disputed. API plan fees are covered by section 5, like memberships.
7. Our mistakes
If we charged you twice, charged you for something you didn’t get, or a technical problem on our side stopped a report from being delivered, tell us and we’ll fix it: we’ll deliver what you paid for or refund it. If the credit bureau doesn’t answer when you run an extra report, we refund it automatically.
8. Chargebacks
Please contact us before disputing a charge with your bank: we can usually sort it out faster. When a charge is disputed, we pause the account while we review it, take any disputed API balance back off the balance, and, if the dispute is lost, take back the reports or membership the payment bought.
9. How to reach us
Message us from the Support page in your account, or email [email protected]. We reply within one business day. Refunds go back to the card you paid with and usually show within 5 to 10 business days.