Refund Policy

1. Who you pay

Website subscriptions are sold by Creem (creem.io), our merchant of record. You pay Creem, it issues your invoice and receipt, and a refund is paid back by Creem to the way you paid. Subscriptions to the apps for Shopify, Wix and BigCommerce are billed by those platforms, and a refund comes back through them.

2. What is not refundable

Verification is done in real time by third parties, who charge us for the work as soon as it is done, whatever the result. So a credit that has been used for a completed verification cannot be refunded, including when you are not satisfied with the result: an address that came back deliverable, undeliverable, risky or unknown was checked.

3. What can be refunded

• Unused credits. If you paid for credits and some have not been used when you ask, we refund the unused part of that charge, less any fees already incurred.
• Our mistakes. If a verified error in the Service duplicated or wasted verifications without a usable result, or you were charged in error or for an amount you did not authorise, we may refund in full, including for verifications already done.
• Other cases. We may make an exception, case by case. One exception does not oblige us to make another.

4. Cancelling

You can cancel a subscription at any time from the Billing screen of your dashboard. It ends at the end of the period you have paid for and you keep your credits until then. Credits do not expire while your account is active. Verifications you use beyond your balance (a paid plan lets you go over by up to its monthly credits, billed at the plan's overage rate) are billed with the renewal, and usage up to the end of the paid period is billed even after you cancel: cancelling does not undo what you have already used.

5. How to ask

Write to contact@emailsignal.app within 30 days of the charge. Tell us the account (the email address you signed up with), the charge (the date and the amount) and what went wrong; for a list, the list's name. We may ask for evidence. We answer within a few working days, and a refund we agree to is paid through Creem (or the platform) back to the way you paid; how long it then takes to show depends on your bank.

Please contact us before disputing a charge with your bank: we can usually put a problem right faster, and a dispute can lead to the account being suspended while it is open.

Nothing here limits any right you have by mandatory law as a consumer, including a right of withdrawal that cannot be waived.