Refund Policy
Last Updated: January 2024
⚠️ Important Notice
ALL CREDIT PURCHASES ARE FINAL AND NON-REFUNDABLE
Once you purchase credits for Adentity's email intelligence services, they cannot be refunded under any circumstances. Please read this policy carefully before making any purchases.
1. No-Refund Policy for Credits
Credit-Based Services
Adentity operates on a credit-based system where customers purchase credits to access our email dehashing and intelligence services. All credit purchases are final and non-refundable for the following reasons:
- Instant Digital Delivery: Credits are immediately available in your account upon successful payment
- Consumable Nature: Credits are consumed as you use our services and cannot be "returned"
- Service Delivery: Once credits are used to access email intelligence data, the service has been delivered
- Business Model: Our pricing structure and operational costs are based on non-refundable credit sales
What This Means for You
- Credits cannot be refunded once purchased, even if unused
- Credits cannot be transferred between accounts
- Credits cannot be exchanged for cash or other services
- Account closure does not entitle you to a refund of unused credits
2. Payment Processing
Paddle Payment Processor
All payments are processed through Paddle, our trusted third-party payment processor. Paddle handles:
- Credit card processing
- Subscription billing
- Tax calculations and compliance
- Payment security and fraud protection
- Transaction records and receipts
Payment Issues
For payment-related issues such as:
- Failed transactions
- Duplicate charges
- Billing address errors
- Payment method problems
Please contact our support team at resolve@adentity.ai within 48 hours of the transaction. We will work with Paddle to resolve legitimate payment processing issues.
3. Limited Exceptions
When Refunds May Be Considered
In very rare circumstances, we may consider partial refunds for:
- Technical Errors: Duplicate charges due to technical issues on our end
- Unauthorized Transactions: Charges made without account holder authorization (subject to verification)
- Service Unavailability: Extended service outages that prevent credit usage (credits may be restored instead of refunded)
- Billing Errors: Incorrect amounts charged due to system errors
Note: These exceptions are evaluated on a case-by-case basis and require proper documentation.
4. Subscription Services
Recurring Payments
For subscription-based services:
- You can cancel your subscription at any time through your account settings
- Cancellation prevents future charges but does not refund current period payments
- Credits included in subscription plans are subject to the same no-refund policy
- Cancelled subscriptions remain active until the end of the current billing period
Subscription Cancellation
To cancel your subscription:
- Log into your Adentity account
- Navigate to Account Settings > Billing
- Select "Cancel Subscription"
- Follow the cancellation confirmation steps
5. Chargeback Policy
⚠️ Chargeback Warning
Initiating a chargeback or dispute with your credit card company for legitimately purchased credits may result in immediate account suspension and legal action.
Before initiating a chargeback:
- Contact our support team at resolve@adentity.ai
- Allow up to 5 business days for our response
- Provide detailed information about your concern
- Work with us to resolve any legitimate issues
6. Service Quality and Satisfaction
Service Level Expectations
While we cannot refund credits, we are committed to providing high-quality service:
- 99.9% uptime service level objective
- Response times under 200ms for API calls
- Access to our database of 1.4+ billion email records
- Professional customer support
Service Issues
If you experience service quality issues:
- Report issues immediately to resolve@adentity.ai
- We may provide service credits for verified outages
- Technical support is available to resolve usage problems
- We continuously monitor and improve service quality
7. Credit Expiration
Credit Validity Period
- Credits typically do not expire while your account remains active
- Inactive accounts (no login for 12+ months) may have credits expire
- We will notify you before any credit expiration
- Expired credits cannot be restored or refunded
8. Fraud Prevention
Account Security
To prevent fraudulent transactions:
- Keep your account credentials secure
- Monitor your account for unauthorized usage
- Report suspicious activity immediately
- Use strong passwords and enable two-factor authentication
Suspected Fraud
If you suspect fraudulent activity on your account:
- Contact resolve@adentity.ai immediately
- Change your account password
- Review your recent transaction history
- We will investigate and take appropriate action
9. Contact Information
10. Policy Changes
We reserve the right to modify this refund policy at any time. Changes will be:
- Posted on our website with an updated "Last Updated" date
- Communicated to active users via email
- Effective immediately for new purchases
- Applied to existing customers for future transactions
11. Legal Considerations
Consumer Rights
This policy does not affect your statutory rights under applicable consumer protection laws. However, our services are primarily business-to-business, and consumer protection laws may not apply.
Dispute Resolution
Any disputes regarding refunds or billing will be handled according to the dispute resolution procedures outlined in our Terms and Conditions.
💡 Before You Purchase
We strongly recommend:
- Using our free demo to test our services
- Starting with a small credit purchase to evaluate our platform
- Reading our API documentation and terms carefully
- Understanding that all sales are final
By purchasing credits from Adentity, you acknowledge that you have read, understood, and agree to this refund policy.