Refund Policy

The short version

1. Cancelling

You can cancel any time by emailing [email protected] or through the link in your digest. Cancellation stops the next renewal. You keep full access for the remainder of the period you have already paid for, and we do not pro-rate a partial month back to you as a matter of course.

Two things that are not a cancellation, because both are mistaken for one: unsubscribing from the digest stops the email and leaves the subscription billing, and not answering our verification email holds your delivery but does not pause the trial clock or the charge that follows it. See Terms §5. If you want the money to stop, cancel.

2. The trial is the trial. After it, payments are not refundable

Every subscription starts with 7 days free, and it is the real product: the same divisions, the same boroughs, the same live City records, delivered the same way a paying subscriber gets them. Nothing is held back and nothing is a sample. That is deliberate — you should decide on the actual work, not on a demo.

It is also the whole of the decision window. Cancel at any point during the 7 days and you pay nothing. Once the trial ends and the first payment is taken, that payment and every payment after it is non-refundable, and we do not pro-rate a part-month. Cancelling stops the next charge and you keep access until the end of the month you have paid for.

We are direct about why. What we deliver is work already done — records pulled, joined, scored, owners resolved and contacts found — and once a month of it is in your hands it cannot be returned. The trial exists so nobody has to pay to find that out, and Terms §5 spells out that the card is collected up front and charged when the trial ends unless you cancel.

The two sections below are different: they are about us not doing what we said we would. Those we put right.

3. If we fail to deliver

Our commitment is a digest on weekday mornings, and we take it seriously. If we miss sends for reasons on our side — a pipeline failure, a sending outage, a mistake — tell us and we will put it right, by extending your month, crediting it, or refunding it. Which of those is appropriate depends on how much you missed, and we would rather sort that out with you directly than hold either of us to a formula.

We do not guarantee a send on any particular day. Two things in particular are not us failing to deliver:

• A quiet day. Some mornings the City publishes little in your division and your digest is short. We will not pad a digest to hit a number, and a genuinely thin day is the data telling you something true.
• Delivery blocked at your end. If your mail server rejects or filters our messages we will work with you to fix it, but we cannot refund for mail we successfully sent.

4. If the leads are wrong

We take the City's records as we find them and we say so in the Terms. An individual entry being out of date, or a phone number having changed, is an ordinary feature of public data and is not itself grounds for a refund.

A systematic failure is different. If a material share of a month's leads were misattributed, duplicated, or sent to more subscribers than the 20-subscriber cap allows, tell us. We will investigate, tell you honestly what we find, and refund the month if we were at fault.

5. How to ask

Email [email protected] from the address on the subscription. Tell us what happened; you do not need to build a case. We will respond within three business days. Where we owe you a remedy under section 3 or 4 it will usually be an extension or a credit; where money is genuinely due back it goes to the original payment method within ten business days.

6. Chargebacks

If something has gone wrong, please email us before disputing the charge with your bank. A chargeback costs us a fee and costs you a resolution that would have been faster. We would rather hear the problem than read it from a card network — and if we got something wrong on our side, we say so and fix it.