Refund Policy
Plain English. If we get it wrong — bad emails, short count, late delivery — you get your money back or a free re-run, your choice, no argument. If we get it right and you simply changed your mind, we cannot refund it, because the file was built specifically for you and cannot be un-built.
1. When you get a full refund
| Situation | What you get | Deadline to claim |
|---|---|---|
| Hard bounces above 5% | Free re-run or full refund — your choice | 14 days from delivery |
| Fewer records than you paid for | Automatic pro-rata refund, usually before you notice | We initiate it |
| Delivered late (after 24h, or 4h on rush) | Full refund, and you keep the file | 7 days from delivery |
| File does not match what you ordered | Corrected file, or full refund | 7 days from delivery |
| Cancelled before the build starts | Full refund, no questions | Any time before we start |
| Duplicate or accidental order | Full refund | Before delivery |
2. Partial refunds and fixes
If a limited number of records are wrong — wrong category, closed business, malformed address — send us the row numbers. We replace them one for one at no charge. If the error rate is systemic rather than incidental, we treat it as a failed batch and re-run the whole thing.
3. When we cannot refund
- Change of mind after correct delivery. Each file is compiled to your specification and cannot be returned or resold. This is why we publish sample data publicly and offer a free 25-record sample before you buy.
- Low reply rates. Response depends on your offer, your copy, your timing and your sending setup. We guarantee that the addresses work, not that people answer them.
- Deliverability problems caused by your own infrastructure — an unwarmed domain, missing SPF/DKIM/DMARC, or sending volumes your domain cannot support.
- Claims made after the deadlines above, because bounce data ages quickly and we cannot verify a claim months later.
- Breach of the Acceptable Use Policy.
4. How to claim
- Email support@organictraffic.io with your order reference in the subject line.
- Tell us what went wrong. For a bounce claim, attach the bounce log exported from your sending tool — the raw export is fine, we do not need it formatted.
- We respond within one working day. If we agree, you choose between a re-run and a refund on the spot.
- Approved refunds are issued to the original payment method within 5 working days. Your bank may take a few days longer to show it.
5. Before you raise a chargeback
Please talk to us first. Chargebacks take weeks, cost both sides money, and we have never once refused a legitimate claim. Email us and it will very likely be resolved the same day.
6. Contact
support@organictraffic.io — a person reads it.