Refunds and the 14-day window
Within 14 days of a first payment, with under 20% of the period’s credits used. Plus the separate rule for exports that returned materially broken data.
There are two different routes to getting money back, and they have different rules.
1. The 14-day window on a first payment
We refund within 14 days of a first payment on any plan, provided you have used less than 20% of that period's credits.
Both conditions are there for the same reason. The free trial exists so you can evaluate the data before paying; the refund window covers the case where the trial did not tell you enough. It is not a route to extracting 40,000 leads and asking for the money back.
| Situation | Refundable |
|---|---|
| Day 4 of your first month, 900 of 10,000 credits used | Yes |
| Day 4 of your first month, 4,000 of 10,000 credits used | No — over 20% |
| Day 20 of your first month, 100 credits used | No — outside 14 days |
| Third monthly renewal, barely used | No — not a first payment |
| Annual plan, day 9, 2% of the first month used | Yes |
2. An export that returned materially broken data
Different rule, no window. If an export produced data that was materially wrong — a file of the wrong market, systematically empty columns, rows that were not what the filters asked for — tell us and we credit it back regardless of the 14 days. Send the export id; it is on the export's row in Account → Exports.
"Fewer emails than I hoped" is not this. That is usually the market rather than a fault — see why a listing has no email address and I got fewer emails than the preview suggested.
Annual plans after 14 days
Not refunded for the remaining months. You keep access until the term ends, and the credits keep being issued monthly for that whole period — how annual billing works.
How to ask
Email support@findandclose.com from the address on the account, with the
invoice number (from Account → Invoices) and one line on what went wrong. There is no form to
fill in.
Approved refunds go back to the original payment method. Card refunds usually appear within a few working days depending on your bank; SEPA can take longer. You will get a credit note alongside the refund for your own books.
Before you ask for a refund
If the problem is that you bought the wrong size, changing plan is faster and usually gets you what you actually wanted. Downgrades take effect at renewal and cost nothing to arrange.
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